Refund policy
Refund & Cancellation Policy
All physical products sold in this collection are pre-order items and are produced based on the orders received during the pre-order period.
Pre-order cancellations
You may request to cancel your order for a full refund during the pre-order period.
Once the pre-order period has ended and production has begun, we generally cannot accept cancellations or change-of-mind refund requests.
If we are unable to fulfil your order for any reason, we will provide a full refund for the affected item(s).
Damaged, defective or incorrect items
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of receiving your order.
Please provide:
- Your order number
- A description of the issue
- Clear photographs or videos showing the problem
Once we have reviewed the issue, we may arrange a replacement or refund where appropriate.
Personalised Blue Cat videos
Personalised videos are made specifically for each customer.
You may cancel the personalised-video portion of your order before production has started.
Once we have received your personalisation details and production has begun, the personalised-video portion is generally non-refundable, except where we are unable to deliver the video.
Each personalised video includes up to 2 rounds of reasonable revisions, according to the personalisation option purchased.
A request to substantially change the agreed concept after production has started may be treated as a new production request rather than a revision.
Delivery delays
Estimated delivery dates are provided in good faith but may be affected by manufacturing, customs, shipping or other logistics delays.
A delay does not automatically mean an order has been cancelled. If there is a material delay, we will provide updates through our pre-order tracking page and/or contact affected customers.
Contact us
For cancellation, refund or product-related enquiries, contact:
Email: [email protected]
Please include your order number when contacting us.