Refund policy

Effective Date: April 27, 2026

Meow Green is a trading name of Twenty Nineteen Limited, a company registered in England and Wales under company number 11825110, with its registered office at 72 Worsley Road, Walton, Warrington, Cheshire, United Kingdom, WA4 6EH.

We want you and your cat to be completely happy with your purchase. This policy explains our voluntary returns policy and your statutory rights when purchasing products from meowgreen.co.uk.

Nothing in this policy limits or excludes your statutory consumer rights.

1. Standard Return Period - 30 Days

In addition to your statutory rights, we offer a voluntary 30-day return period beginning on the day you receive your order.

For returns made after the statutory 14-day cancellation period but within our voluntary 30-day period, products must be unused, undamaged and suitable for resale.

The conditions attached to our voluntary 30-day policy do not restrict your statutory rights where goods are faulty, damaged, incorrectly supplied or not as described.

  • The product must be unused, undamaged and suitable for resale.
  • All components supplied with the product, including the scoop where applicable, must be returned.
  • Cat litter must remain sealed and unopened.
  • Please return the product in its original packaging where reasonably possible.
  • We may ask for your order number or other reasonable proof of purchase.

To initiate a return, please contact us before sending anything back:

Email: hello@meowgreen.co.uk
Please include your order number, the product(s) you wish to return, and the reason for return.

Please contact us before returning a product so that we can provide the correct return instructions and return address. Contacting us helps us process your return efficiently but does not affect your statutory rights.

Returns sent to an incorrect address may be delayed, so please do not return products without first confirming the appropriate return address.

2. European Union & UK — Statutory 14-Day Cooling-Off Period

If you are a UK consumer purchasing online, you normally have the right to cancel your order within 14 calendar days beginning on the day after you receive the goods, without providing a reason.

To exercise this right, you must clearly notify us within the cancellation period by emailing hello@meowgreen.co.uk. Once you have notified us, you normally have a further 14 calendar days to return the goods.

If an order contains multiple products delivered separately, the cancellation period begins on the day after the final product is delivered.

These cancellation rights are separate from your rights where a product is faulty, damaged, incorrectly supplied or not as described.

This right arises under:

  • The UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
  • EU Directive 2011/83/EU on Consumer Rights (as implemented in each EU member state)

To exercise your right of cancellation, you must notify us within 14 days of receiving your order. Once notified, you have a further 14 days to return the goods to us.

The statutory cancellation right may not apply to sealed products that are not suitable for return for genuine health or hygiene reasons once the seal has been broken. Where this exception legally applies, clearly sealed cat litter cannot be returned under the change-of-mind policy after it has been opened or unsealed.

This exception does not affect your rights if the product is faulty, damaged, incorrectly supplied or not as described.

(pursuant to Article 16(e) of EU Directive 2011/83/EU and Regulation 28(3) of the UK Consumer Contracts Regulations 2013). If your cat litter packaging remains fully sealed, your cooling-off right is fully preserved.

Upon valid cancellation, we will refund the full price of the goods and the standard outbound delivery cost. We will not refund any premium delivery charges if you selected a faster delivery option than our standard service.

German consumers (Verbraucherschutzrecht): Your statutory cancellation right (Widerrufsrecht) is protected under §§ 312g, 355 BGB. The hygiene exception under § 312g Abs. 2 Nr. 3 BGB applies to opened cat litter packaging. A model cancellation form (Muster-Widerrufsformular) is available on request at hello@meowgreen.co.uk.

French consumers (Code de la Consommation): Your right of withdrawal (droit de rétractation) is protected under Articles L221-18 to L221-28 of the French Consumer Code. The hygiene exception under Article L221-28 (5) applies to opened cat litter. A standard withdrawal form is available on request.

Netherlands consumers (Burgerlijk Wetboek): Your right of withdrawal is protected under Article 6:230o of the Dutch Civil Code. The hygiene exception for sealed goods applies to opened cat litter products.

3. Damages, Defects & Incorrect Items

Please inspect your order as soon as it is received. Given the size and weight of the Michu XXL Litter Box, please check the outer packaging for any signs of transit damage before signing for delivery where possible.

If your item is defective, damaged in transit, or if you have received an incorrect item, contact us immediately at hello@meowgreen.co.uk with:

  • Your order number
  • A clear description of the issue — for example, a cracked litter box housing, a missing or broken scoop, or damaged litter packaging
  • Photographs of the item and its packaging

If a product is faulty, damaged, incorrectly supplied or not as described, please contact us at hello@meowgreen.co.uk with your order number and a description of the problem. Photographs may help us assess the issue but are not an absolute condition of exercising your statutory rights.

UK consumers may have a short-term right to reject faulty goods within 30 days of delivery. Depending on the circumstances and when the fault is identified, you may also be entitled to a repair, replacement, price reduction or refund under the Consumer Rights Act 2015.

Where the product does not conform to the contract, we will cover the reasonable cost of returning it.

The time limit for bringing certain legal claims can be up to six years in England, Wales and Northern Ireland, or five years in Scotland. This does not mean that every product is expected or guaranteed to last for that period.

4. Non-Returnable Items

The following products are not eligible for return under our voluntary change-of-mind policy:

  • Cat litter where the packaging or hygiene seal has been opened.
  • A litter box that has been used, including where litter has been placed inside it.
  • Products made to the customer’s specifications or clearly personalised.
  • Gift cards that have been used or redeemed.

Sale or discounted products are eligible for the same statutory rights as full-price products. Products cannot be described as “final sale” or “non-returnable” where doing so would restrict a customer’s statutory rights.

These exclusions do not apply where goods are faulty, damaged, incorrectly supplied or not as described.

Your statutory rights in respect of faulty or misdescribed goods are not affected by the above and apply to all product categories.

5. Exchanges

We do not offer direct product exchanges. If you would like a different variant — for example, a different cat litter formula or size — please return your original, eligible purchase and place a new order once your return has been accepted. This ensures the fastest possible turnaround.

If you have received a damaged or incorrect item, we will arrange a direct replacement where stock allows.

6. Return Shipping Costs

For change-of-mind returns, you are responsible for arranging and paying the direct cost of returning eligible products to us. This includes returns made under the statutory cancellation right, where applicable, unless we have expressly agreed to provide a free return.

We do not currently charge a restocking fee.

Where a product is faulty, damaged, incorrectly supplied or not as described, we will cover the reasonable cost of returning it. Please contact us before arranging the return so that we can provide appropriate instructions and, where applicable, arrange a return label or another suitable return method.

Please contact us at hello@meowgreen.co.uk before returning any product. We will confirm the correct return address and provide any applicable instructions. Our registered office is not necessarily our returns address.

The Michu XXL Container Cat Litter Box is a large and heavy product. Return costs for change-of-mind returns may therefore be significant. We recommend retaining its original packaging and checking the likely return cost before purchasing.

We recommend using a tracked service and retaining proof of postage. This will help us investigate any delay or loss affecting the return.

7. Refunds

Once we have received and inspected your return, we will notify you by email. If your return is approved:

  • Your refund will be issued to your original payment method

  • For valid statutory cancellations, we will issue the refund without undue delay and no later than 14 calendar days after the day we receive the returned goods or receive evidence that they have been sent back, whichever occurs first.

  • We may withhold the refund until we have received the goods or you provide evidence that they have been returned.

  • The refund will include the price paid and the cost of our least expensive standard outbound delivery option. Additional charges for premium or expedited delivery are not refundable.

  • Refunds will be issued using the original payment method unless you expressly agree otherwise. We will not charge a fee for issuing the refund.

  • This complies with the Consumer Contracts Regulations 2013 (UK) and EU Directive 2011/83/EU
  • US consumers: refunds will typically be processed within 10 business days
  • Please allow additional time for your bank or card provider to post the refund to your account

If more than 15 business days have passed since we confirmed your refund and you have not received it, please contact us at hello@meowgreen.co.uk.

8. Contact for Returns

Meow Green is a trading name of Twenty Nineteen Limited.

Email: hello@meowgreen.co.uk
Company number: 11825110
Registered office: 72 Worsley Road, Walton, Warrington, Cheshire, United Kingdom, WA4 6EH

Please contact us before posting a return. We will confirm the correct return address and provide any applicable return instructions or label.

The registered office is not necessarily the returns address. Products sent to an unauthorised address may experience processing delays.