Return & Refund Policy

Last Updated: May 28, 2026

Le Croissant

Thank you for supporting artisan craftsmanship. Because our cat toys are manually crafted and designed for animal use, we maintain specific policies to ensure hygiene standards and the sustainability of our small workshop.

Important Notice on Hygiene & Unsealed Items: To comply with strict health protection standards and EU consumer regulations, our toys are delivered inside a protective hygiene seal. Once this seal or packaging is broken, the product can no longer be safely re-marketed to other households and becomes ineligible for return.

1. Right of Withdrawal & Hygiene Exclusion (EU & UK Customers)

In accordance with European law and Article L. 221-28 5° of the French Consumer Code, the 14-day right of withdrawal does not apply to contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed by the consumer after delivery.

Conditions causing the loss of the Right of Withdrawal:

  • Sealed delivery: Your cat toy is shipped inside protective packaging with a dedicated hygiene sticker or security seal.
  • Opened/unsealed packages: If the protective wrap, box seal, or sticker is broken, opened, torn, or tampered with in any capacity, your right of withdrawal is immediately and completely voided. We cannot accept returns, exchanges, or issue refunds for any items where the protective hygiene seal has been opened.
  • Artisan variations: Please note that minor variations in stitching or shape are a natural result of the manual crafting process and are not considered manufacturing defects.

2. International Orders outside of the EU & UK (United States and Singapore)

All sales to the United States and Singapore are Final. Due to the high carbon footprint and logistical costs of international shipping, we do not accept "change of mind" returns for international customers. That means you cannot return your item if you change your mind after purchase. We encourage you to review product descriptions carefully before purchase.

3. Damaged or Defective Items

Regardless of your location, if your item arrives damaged or exhibits a manufacturing defect (outside of normal artisan variations) prior to the protective hygiene seal being opened:

  • Contact us within 48 hours of delivery.
  • Provide clear photos of the defect and the unopened packaging.
  • We will provide a replacement or a full refund at no additional cost to you.

4. How to Initiate a Return (For Unopened Items Only)

  1. Email us at returns@ponotocats.com with your order number.
  2. Wait for a "Return Authorization" where you may be asked to confirm that the hygiene seal remains intact.
  3. Pack the item securely in its original shipping box.
  4. Shipping Costs: For valid "change of mind" returns of completely sealed products, the customer is responsible for return shipping costs. We highly recommend using a tracked service.

5. Case-by-Case Review

We value our community. If you are unsatisfied for a specific reason not covered here, please reach out. While we cannot guarantee a return outside of the legal framework, we review unique situations on a case-by-case basis to ensure a fair solution.

This policy is governed by French law. In the event of a dispute, the parties shall seek an amicable solution before any legal action.