Refund policy

Returns: 14 days

Not quite right? No worries. You have 14 days after your order arrives to request a return. Sale items can be returned, just like everything else.

To be accepted, the item must be in the same condition you received it in, unused and in its original packaging. Please keep your order number or proof of purchase handy.

For hygiene and safety reasons, toys and accessories that have been opened or used can't be returned unless they're defective.

How to make a return

Email us at contact@calchou.ca with your order number. If your request is approved, we'll tell you how and where to send your parcel. Returns sent without a prior request can't be accepted.

Return address: 1055 Lucien-L'Allier Street, Unit 900, Montreal, Quebec H3G 3C4, Canada.

Return shipping

• Defective or damaged item, or a mistake on our end: Calchou pays for the return.
• Any other reason (a change of mind, for example): return shipping is at your expense. We may also deduct it from your refund.

Damages and issues

Please check your order as soon as it arrives. If an item is defective, damaged, or not what you ordered, email us right away at contact@calchou.ca, with a photo if you can. We'll sort it out quickly with a replacement or a refund.

Exchanges

The fastest way to get what you want is to return the item and, once your return is approved, place a separate order for the new one.

Refunds

Once we've received and checked your return, we'll email you to confirm whether your refund is approved. If it is, you'll be refunded automatically to your original payment method within 10 business days. Your bank or card issuer may then take a few more days to show it.

If more than 15 business days have passed since your return was approved, please email us at contact@calchou.ca.

Limited Warranty: Calchou Cat Trees (6 months)

1. What the warranty is for

Calchou guarantees the structure of its cat trees against material or manufacturing defects for 6 months from the delivery date.

The "structure" includes: the base, platforms, posts and columns, frames for cubbies and hammocks, screws and connectors.

Not included: plush and fabric coverings, sisal rope, hanging toys and balls, add-on scratchers, and decorative elements.

2. What the warranty covers

• A structural part that breaks, cracks or warps abnormally.
• Screws that keep coming loose even though the tree was assembled correctly and tightened reasonably.
• A machining or drilling defect that affects assembly or stability.

Possible solutions (at Calchou's discretion):

• free shipping of replacement structural parts,
• repair or replacement of the item with an identical or equivalent model,
• a partial, pro-rated refund if replacement isn't possible.

3. What the warranty doesn't cover

• Normal wear: plush that flattens or pills, sisal rope that frays, hanging toys that wear out.
• Damage from use: scratches, bites, dirt, stains, odours, exposure to moisture or sunlight, impacts, falls.
• Incorrect assembly, parts missing after opening, modifications, overloading, outdoor or commercial use (shelters, boarding facilities, etc.).
• Any issue caused by insufficient care or not following the usage instructions.

Quick examples:

• A platform that cracks or breaks: covered.
• A frayed sisal rope or worn plush or fabric: not covered (wear).
• A post chewed by your cat: not covered (damage from use).

4. Eligibility

• Product bought new from Calchou (proof of purchase required).
• Indoor home use, assembled following the guide.
• No unauthorized modifications.

5. How to make a claim

Contact us through the form on calchou.ca (Contact page). Please include:

1. your order number and delivery date,
2. photos or a video of the defect and of the whole tree,
3. a description of the problem (when and how it appeared),
4. the parts involved (platform, post, base, etc.).

We'll get back to you quickly with next steps (a remote diagnosis, a part sent to you, or a return if needed).

6. Costs and logistics

Structural parts and their standard shipping are covered for approved claims (some remote areas may involve an extra charge). Parts that aren't covered (plush, sisal, toys) can be offered at a reduced price as spare parts.

7. Limits and scope

• The warranty is non-transferable and valid in Canada.
• Calchou isn't responsible for indirect damages (loss of use, etc.).
• This warranty is in addition to your rights under applicable consumer protection laws.