Return/ Refund

If you would like to return your product, please carefully read and follow our return policy below:

• 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 or refund.

• 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.

• Please note that returns are only possible within the first 14 days after receiving your shipment. Make sure to initiate your return within this timeframe to ensure that we can process it efficiently. 

• 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.

• Shipping costs for returns are the responsibility of the customer, unless the return is due to a defective or damaged product, or an error on our part.

How long does the returns process take?

Returns can take up to 5 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. So you have to write the address on the package by 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 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.