Shipping & Return Policy

1. Payment Methods & Tax Status

• Accepted Payments: All transactions are processed securely online via standard debit and credit card payments processed through Stripe. We do not accept checks, bank transfers, or cash on delivery.
• Value Added Tax (VAT): As a business registered in France under the micro-entrepreneur tax regime, VAT is not applicable to our sales pursuant to Article 293 B of the French General Tax Code (CGI). Prices displayed on our website do not include French VAT, and no VAT is charged at checkout.

2. Shipping Options, Customs & Duties

We ship internationally from our workshop in France to the following destinations: France, Belgium, Germany, Luxembourg, Netherlands, Saint Martin (French & Dutch sides), Austria, Ireland, Italy, Portugal, Spain, United Kingdom, Guernsey, Gibraltar, Isle of Man, Jersey, San Marino, Vatican, Czech Republic, Denmark, Estonia, Hungary, Lithuania, Latvia, Poland, Sweden, Slovenia, Slovakia, Switzerland, Faroe Islands, Greenland, Liechtenstein, Cyprus, Finland, Greece, Croatia, Malta, Norway, Iceland, Australia, Canada, Hong Kong, India, Japan, Singapore, Taiwan, and the United States.

Customs & Import Terms:

• Delivered Duty Paid (DDP) Destinations (e.g. United States, Canada): Orders shipped to DDP destinations are sent exclusively via "Colissimo with signature (Delivery Duty Paid)" option. Under this service, import customs duties are prepaid by us on your behalf and are bundled directly into the total shipping price paid at checkout.
• Delivered at Place (DAP) Destinations (Other Non-EU Countries e.g. Norway): For all other deliveries outside the European Union customs zone, products are sold on a DAP basis. Any local import taxes, customs tariffs, or administrative customs handling fees assessed by the destination country are the sole responsibility of the customer upon arrival.
• Biosecurity & Natural Catnip Regulations: Our toys contain natural dried catnip (Nepeta cataria) and Silver Vine (Actinidia Polygama). Customers outside the EU are responsible for ensuring that local biosecurity and agricultural import laws permit the entry of dried plant materials. We are not responsible for delays, fines, or parcel destruction ordered by foreign customs authorities.

3. Address Accuracy & Unclaimed Shipments

Customers must verify their full delivery details prior to finalizing payment.

• Non-Refundable Delivery Fees: If a package is returned to our workshop in France due to an incorrect or incomplete address provided by the customer, or because the recipient failed to collect the package from a local postal depot within the carrier's holding timeframe, initial shipping fees are strictly non-refundable.
• Re-shipping Charge: To have an unclaimed or returned parcel re-shipped, the customer must pay the full re-delivery shipping fee before the package is re-dispatched.

4. Statutory Right of Withdrawal & Hygiene Exclusion (EU & UK)

Under European Union regulations and Article L. 221-28 5° of the French Consumer Code, as well as applicable UK consumer law, the statutory 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.

Application to Our Products:

• Sealed Zip Packaging: You may exercise your 14-day right of withdrawal only if the tamper-evident sticker sealing the inner zip bag remains 100% intact, untorn, and unpeeled.
• Loss of Return Right: Unzipping the protective bag, breaking, peeling, or permanently removing the tamper-evident sticker immediately and irrevocably voids your right of withdrawal.
• Non-EEA & Non-UK Sales: All sales shipped outside the European Economic Area (EEA) and the United Kingdom are Final Sales and non-returnable due to international transit and quarantine constraints.
• Artisan Variations: Minor stitching nuances, natural fabric texture variations, or small dimensional variances are characteristic of hand-crafted products and do not constitute manufacturing defects.

5. Damaged or Defective Goods

Nothing in this policy limits your legal rights under the French legal guarantee of conformity (Article L. 217-3 et seq. of the French Consumer Code) or against hidden defects (Article 1641 of the French Civil Code).

• If your item arrives damaged in transit or exhibits a genuine defect prior to opening the zip bag, contact us within 48 hours of delivery at returns@ponotocats.com.
• You must provide clear photos showing the outer shipping container, the product defect, and the unbroken tamper-evident hygiene seal on the inner zip bag.
• Verified claims will be resolved via item replacement or refund at our discretion.

6. Return Instructions (Eligible Sealed Items Only)

1. Contact returns@ponotocats.com within 14 calendar days of delivery to request a Return Authorization.
2. Upon approval, package the sealed item securely in its original shipping box.
3. Return Shipping Costs: For discretionary returns of intact, sealed items, the buyer is responsible for all return shipping fees. We strongly recommend using a tracked postal service.

7. Discretionary Review & Governing Law

Unforeseen circumstances are reviewed on a case-by-case basis purely on a goodwill basis, without creating a legal precedent or waiving our standard terms.