Return & Refund Policy

Last Updated: April 30, 2026

The 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 Note on Hygiene:To comply with health protection standards and EU regulations, we will soon implement sealed protective packaging. For now, because toys are shipped open in cardboard boxes, returns are handled with strict inspection protocols to prevent cross-contamination between households.

1. Right of Withdrawal (EU & UK Customers)

In accordance with European law (Article L. 221-18 of the French Consumer Code), you have 14 days from the date of receipt to change your mind and request a return.

Conditions for Return:

  • Unused Condition: For hygiene reasons, the toy must be completely free of pet hair, scent, or signs of play. Items that have been in contact with an animal cannot be resold and will not be refunded.
  • Handcrafted Variations: Please note that minor variations in stitching or shape are a natural result of the manual crafting process and are not considered 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. 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):

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

4. How to Initiate a Return

  1. Email us at contact@joinponoto.com with your order number.
  2. Wait for a "Return Authorization" and the shipping address.
  3. Pack the item securely in its original cardboard box.
  4. Shipping Costs: For "change of mind" returns, the customer is responsible for return shipping costs. We recommend 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.