Returns and Complaints

I want both you and your cat to be happy with your order. If something is not quite right, you ordered a different option than you needed, or there is a problem with the product, it can usually be resolved easily.

Would you like to return an item?

If you purchased online as a consumer, you have the right to withdraw from the purchase agreement within 14 days of receiving the goods, without giving a reason.

The easiest way is to use the details of your order. If the order is still eligible for return, you will see an option to create a return request. You can return the entire order or only selected items. Once the request is submitted, both you and I will receive confirmation by e-mail.

How do you access your order?

You may already have a link to your order details in one of your order confirmation e-mails.

If you do not have it at hand, open the My Order page in the online store and enter your order number and the e-mail address used for the purchase. We will then send you a secure link to your order details. This works for both registered and guest customers.

How does the return process work?

In your order details:

click Return Goods / Withdraw from the Agreement,
select the products you would like to return,
complete the required information,
submit the request.

There is no need to download or print a form or send it separately by e-mail. The system creates the return request automatically and sends confirmation to both parties.

Then pack the goods securely and send them, without cash on delivery, to:

Lucie Brzáková / Nepeta
Mládežnická 1310
373 16 Dobrá Voda u Českých Budějovic
Czech Republic

The cost of returning the goods in the case of a standard withdrawal from the agreement is paid by the customer.

What condition should returned goods be in?

Please return the goods, where possible, complete, clean, undamaged and with all components originally included.

You may inspect and try the goods to the extent necessary to establish their nature and characteristics. If the goods have been used beyond what is necessary for this purpose, the refund may be reduced to reflect any resulting decrease in value.

When will you receive your refund?

I will process the return as quickly as possible after receiving the goods or receiving proof that they have been sent back. The refund will normally be made using the same payment method as the original purchase, unless we agree otherwise.

Is there something wrong with the product?

If the product arrives damaged, something is missing, or you discover another defect, please contact me at info@nepeta.cz.

Ideally, include your order number, a brief description of the problem and a photograph if the issue can be seen in a photo. We will then agree on the simplest way to resolve it.

What if your cat simply is not interested in the toy?

A particular cat showing no interest in a toy does not in itself mean that the product is defective, provided that the product corresponds to its description and is otherwise in good condition.

That is exactly why I offer the Aromatic Discovery Set, which allows you to find out whether your cat prefers catnip, valerian or a combination of both before choosing a larger set.

Have a question?

If you are unsure whether your situation is a return, a complaint or something else, just get in touch.

Lucie Brzáková, Nepeta
info@nepeta.cz
+420 773 050 277