Refund policy
If you would like to return your product, please carefully read and follow our return policy below:
Defective or Damaged Products If you receive a defective or damaged product, please contact us within 7 days of receiving the product. We will work with you to arrange for a replacement.
Condition of Returns If the product has been opened and assembled, we cannot accept a return, as it affects the secondary sale. We cannot continue to sell products that have been opened and assembled, as they are no longer considered new and unused.
Return Authorization & Return Address Please note that all returns must be authorized by our customer service team. To initiate a return, please contact us via email to obtain a return authorization. Returns without a valid authorization will not be accepted.
Important: Please do not send the package back to the sender address found on the shipping label. Depending on the specific product, returns must be shipped either to a facility within the United States or to our logistics center in China. You must contact our support team to receive the correct return address for your specific order. Returns sent to an incorrect address cannot be processed.
Shipping Costs Shipping costs for returns are the responsibility of the customer. Please be aware that international shipping costs to China may apply if the specific product requires a return to our logistics center there.
How long does the returns process take? Returns can take up to 14 business days to process from the day we receive the return. We will notify you by email once the return has been processed.
Where can I get a return label? Unfortunately, we do not provide a return label. You will need to write the correct return address (provided by our support team) on the package yourself.
When will I receive my refund? All refunds will be credited to your original method of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receiving the returned item or cancellation request. Please contact the card-issuing bank if you have any questions about when the credit will be posted to your account.
How do I change or cancel my order? For cancellation requests, please contact our support at support@scratching-cactus.com and specify the order number and the change you want to make. We will confirm the cancellation as soon as the change is made. Please note that orders that have already been processed, packed, or shipped cannot be changed or cancelled. Once the order is in the shipping process, unfortunately, cancellation is no longer possible.
Do you have any further questions? Then either contact us at the email address support@scratching-cactus.com or simply get in touch with us using our contact form.