Refund policy

Returns and refunds

Your cat doesn't like the toy, or you've changed your mind? You have 30 days after receiving your order to return it.

1. Right of withdrawal

Under Article L221-18 of the French Consumer Code, you have 14 days from receipt of your order to withdraw from your purchase, without giving any reason. Poil & Co voluntarily extends this period to 30 days. This right applies to all items, including those bought on sale.

2. How to make a return

Email us at contact@poiletco.com with your order number and the items concerned. You can also send us the withdrawal form below.

We'll reply with return instructions. Please let us know before sending anything: an unannounced parcel may delay your refund.

Send the item back no later than 14 days after informing us of your decision, to the following address: Poil & Co – Returns, 6 Rue Mouchot, 37000 Tours, France.

3. Condition of returned items

The item must be returned complete, in its original packaging, with all its accessories (cable, wands, balls, etc.). You may handle it to check its nature and that it works properly, as you would in a store. However, if the item has lost value due to any other use (chewed, scratched, dirty or incomplete toy), the refund may be reduced accordingly, in line with Article L221-23 of the French Consumer Code.

4. Return shipping costs

The cost of sending back an item you don't wish to keep is at your expense. We recommend a tracked shipping method and keeping your proof of postage.

5. Refunds

We refund the full amount paid, including the original delivery costs (based on the standard shipping rate), no later than 14 days after being informed of your decision. We may delay the refund until we receive the items or until you provide proof that you've shipped them. The refund is made using the payment method used for the order.

6. Defective, damaged or incorrect item

Did your item arrive broken, does it not work, or does it not match your order? Contact us with your order number and a photo or short video of the problem: this helps us offer a solution faster (replacement or refund). In this case, you pay nothing. These steps do not affect your statutory warranty of conformity (2 years) or the warranty against hidden defects, described in our terms of sale.

7. Exchanges

To change the color or model, the fastest way is to return the item following the procedure above, then place a new order.

Withdrawal form

Complete and return this form only if you wish to withdraw from the contract.

To Poil & Co, 6 Rue Mouchot, 37000 Tours, France – contact@poiletco.com:
I hereby give notice that I withdraw from my contract for the sale of the following goods:
Ordered on / received on:
Order number:
Name of consumer:
Address of consumer:
Signature of consumer (only if this form is sent on paper):
Date: