Returns Policy

Last Updated: January 1, 2026.

This website, LoveCatz.store (the “Site”), is owned and operated by Love Universe Pty Ltd (ABN 19682560596, Victoria, Australia), trading as Love Catz Store.

At Love Catz Store, every product is custom-printed on demand through our trusted international fulfilment partners. Because each item is made to order, special conditions apply to returns, replacements, and refunds to ensure fairness and legal compliance.

 

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1. Returns for Fulfilment Errors or Defective Items

If your item arrives defective or materially misprinted, we will arrange a replacement or refund at no cost to you, subject to verification (including supporting photos).

• Defective means faulty materials or workmanship that prevents normal use or substantially affects appearance/print quality — for example, incorrect garment stitching, broken seams, or a large print misalignment.
• Materially misprinted means the printed artwork is substantially incorrect (e.g., wrong design, missing colour layer, or severe offset). Minor tonal or alignment variations inherent to print-on-demand processes are not considered defects.
• Significant damage before delivery refers to verified cases where the product was physically compromised in transit (e.g., water or tear damage rendering the item unusable). Cosmetic wear to packaging or minor surface creases are not covered.

Where there is credible evidence of significant pre-delivery damage, claims are reviewed individually in line with applicable consumer laws. Normal wear to packaging or minor print variance is not considered a defect under this policy.

Eligibility and Timeframes
Consumer protection laws are determined by the country of delivery, not the order’s origin.

• All regions: Please submit your request as soon as reasonably practicable after delivery, and ideally within 14 days, to allow fast investigation with the fulfiller/carrier.

 

• Important: This preferred reporting window is for efficiency and evidence-gathering and does not limit any rights you may have under applicable consumer law.

 

• United States (store policy window): we accept defect/misprint claims submitted within 30 days of delivery, unless a longer period applies under mandatory local law.

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2. Multi-Item Orders

If only one item in a multi-item order is found defective, only that item will be eligible for replacement or refund.

Where the original order qualified for free or discounted shipping, this benefit will remain intact for valid defect claims — no additional shipping will be charged for the replacement.

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3. Returns for Customer Errors (Non-Refundable)

As all products are made to order, we cannot accept returns or issue refunds for:

• Change of mind or buyer’s remorse.
• Incorrect size, colour, or design selected at checkout.
• Any issue unrelated to verified defect or misprint.

IMPORTANT: Please ensure you review all size guides, colour previews, and select the right Product, Design, Size and Colour before purchasing.

 

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4. Wrong Address or Unclaimed Shipments

IMPORTANT: Love Catz Store is not responsible for delays or losses resulting from incorrect shipping address details entered at checkout.

This does not limit any rights you may have under applicable consumer law.

If an order cannot be delivered due to an incorrect or incomplete address provided at checkout, the shipment will be returned to the fulfiller.

Once the package has been received back into the fulfilment network, you may choose to:

• (a) Reship the order — by paying the applicable reshipment fee once a corrected address is confirmed;

    OR

• (b) Request a refund — the refund will be issued minus the original delivery cost incurred by the fulfiller.

Where your original order qualified for “free shipping,” a deduction equal to the fulfiller’s minimum outbound delivery cost will be applied to cover the actual shipping expense incurred.

 

If you decline both options, the item will remain with the fulfiller and may be deemed abandoned after 30 days. In that case, we may be unable to recover or reship the item, and our ability to provide a remedy may be limited, subject to any non-excludable consumer rights.

• Unclaimed Shipments: If returned due to non-delivery or unclaimed status, reshipment will also be at the customer’s expense.

Repeated incidents of incorrect addressing, unclaimed shipments, or refusal to cover reshipment costs may result in restriction or refusal of future orders where reasonably necessary to prevent fulfilment abuse, subject to applicable law.

Please ensure you review the delivery address before purchasing. Reshipment costs are the customer’s responsibility once a corrected address is provided.

 

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5. Refund Timeframes (Including Afterpay / “Buy Now Pay Later”)

If your order was paid via Afterpay or another “Buy Now, Pay Later” service, any approved refund will be processed back through the same provider.

 

Refunds may take up to 10 business days to appear, depending on your payment platform.

 

IMPORTANT: Refunds can only be issued to the original payment source used for purchase.

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6. Legal Compliance & Consumer Rights

We comply fully with applicable consumer protection laws in all delivery jurisdictions:

Please use our size guides and measurement instructions before ordering.

• Australia: Australian Consumer Law (repair, replacement, or refund if goods are faulty, unsafe, or not as described).

 

• United Kingdom: Consumer Rights Act 2015 & Consumer Contracts Regulations 2013 (repair, replacement, or refund for faulty or mis-described goods).

 

• United States: Federal and State consumer protection laws (refund or replacement if goods are defective, unsafe, or not as described).

 

For change-of-mind and other non-fault scenarios (such as buyer error), this Return & Refund Policy sets out our store policy, in addition to any rights you may have under applicable consumer law.

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7. Health & Safety Disclaimer

Our apparel products are intended for general wear. If you have known sensitivities, please review material details before purchase and discontinue use if irritation occurs.

 

We do not offer change-of-mind returns for sensitivities where the product is not defective. This does not limit any rights you may have where a product is faulty, unsafe, or not as described under applicable consumer law.

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8. Governing Law

Entity Responsible: Love Universe Pty Ltd (ABN 19682560596, Victoria, Australia).

This policy is governed by the laws of Victoria, Australia, to the extent permitted. Where you are located in another jurisdiction (for example, the UK or certain US states), mandatory consumer protection rights in your jurisdiction still apply.

 

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9. How to submit a return or replacement request

1. Open the Returns & Exchanges Portal (“Return Portal”)

2. If you checked out as a guest, click “Request a Return” from your Order Delivery confirmation email.

3. If you ordered while logged in, open your Order status page (or go to your account Orders page), then click “Request a Return” on the relevant order.

4. You may also access the Return Portal from the website footer (Request a Return link).

Note: You’ll be taken to our secure Shopify return portal to verify your order.

Note: Returns are available for delivered orders only.

5. Secure access / verification

a) Enter your email address (the one used at checkout) and/or your order number, as prompted.

b) Choose the item(s) and the correct reason. For fulfilment issues, select: Defective, Misprinted, or Damaged Before Delivery.

c) Upload clear supporting photos: Include well-lit images showing the full item and close-ups of the issue. This speeds up verification and reduces delays.

d) Submit the request (keep the on-screen confirmation for your records).

e) You will also receive an email confirmation once your request is logged.

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10. Contact Us

To reduce phishing risk, please contact us by replying to your order confirmation email for verified support. If you do not have an order email, you may contact us via our site FAQ page.

This Return & Refund Policy should be read alongside our Shipping Policy, Privacy Policy, and Terms of Service.

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All rights reserved © Love Catz Store 2026 — a brand of Love Universe Pty Ltd