Refund policy

We apply a 15-day return policy, which means you have 15 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition as when you received it, unworn or unused, with tags and in its original packaging (unopened). You will also need the receipt or proof of purchase.

To make a return, you can contact us at the following address: contact@calchou.ca. Please note that returns must be sent to the following address: 1055 rue Lucien l'Allier unit 900, Montreal, H3G 3C4, QC, Canada.

If your return is accepted, we will send you a return shipping label along with instructions on how and where to send your package. Items returned without a prior return request will not be accepted.

You can always contact us for any return-related questions at contact@calchou.ca.


Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can assess the issue and resolve it.


Exceptions or Non-Returnable Items
Certain types of items cannot be returned, such as perishable goods (like food, flowers, or plants), custom-made products (such as special orders or personalized items), and personal care products (such as beauty products). We also do not accept returns of hazardous products, flammable liquids, or gases. Feel free to contact us with any questions or concerns about a specific item.

Unfortunately, we do not accept returns of promotional items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for a new item.


 

Refunds
We will notify you as soon as we receive and inspect your return and let you know if the refund has been approved or not. If approved, you will be automatically refunded on your original payment method within 10 business days. Please note that the processing and posting of the refund by your bank or credit card company may take some time.

 

 

Limited Warranty – Calchou Cat Trees (6 months)

1) Warranty Purpose

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

The “structure” includes : base, platforms, posts/columns, niche/hammock frames, screws, and connectors.
Excluded are : plush/fabric coverings, sisal ropes, hanging toys/balls, added scratchers, decorative elements.2) What the Warranty CoversBreakage, cracking, or abnormal deformation of a

structural

  • elementAbnormal and repeated loosening of screws .

  • despite proper assembly and reasonable tightening.Machining/drilling defects affecting assembly or stability.

  • Possible solutions (at Calchou’s discretion):

a) free shipment of
structural replacement partsb) ,
repair or replacement of the item with an identical or equivalent model,c)
partial refund pro-rated if replacement is impossible.3) What the Warranty Does Not Cover

Normal wear

  • : plush that compresses/pills, sisal ropes that fray, hanging toys that wear out.Usage damage

  • : scratches, bites, dirt, stains, odors, exposure to moisture/sunlight, impact, drops.Improper assembly

  • , missing parts after opening, modifications, overloads, outdoor or professional use (shelters, boarding, etc.).Any non-compliance due to

  • insufficient maintenance or failure to follow usage instructions.Quick examples

✅ Platform that cracks or breaks →
covered❌ Worn sisal rope / worn plush or fabric → .
not covered (wear).❌ Post chewed by kitty →
not covered (usage damage).4) Eligibility Conditions

Product purchased

  • new from Calchou (proof of purchase required).Indoor

  • domestic use and assembly following the guide.No unauthorized modifications.

  • 5) How to Make a Claim

Contact us via the form on

calchou.ca (Contact section).Provide:
order number

  1. and delivery datephotos/video,

  2. of the defect and the entire tree,description

  3. of the problem (when/how it appears),affected parts

  4. (platform, post, base, etc.).We will respond
    quickly with the next steps (remote diagnosis, part sent, or return if necessary).6) Fees & Logistics

The

structural parts and their standard shipping are covered for approved claims (some remote areas may require an additional fee). The non-covered items (plush, sisal, toys) may be offered at a reduced price as spare parts.7) Limitation & Scope

Warranty

  • non-transferable, valid in CanadaCalchou is not responsible for .

  • indirect damages (loss of use, etc.).This warranty

  • is in addition to rights provided by applicable consumer protection laws.If more than 15 business days have passed since your return was approved, please contact us at contact@calchou.ca.

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