Refund policy

 

Returns & Refunds Policy

 

We’re a tiny indie “cat factory” and every game we make means a lot to us. Because we’re just starting out, we’re not able to offer unlimited “no-questions-asked” returns like the very big shops – but we do want you to be happy with what you receive.

This policy applies in addition to your statutory rights under consumer law (for example, your rights if something arrives damaged, faulty, or not as described).

 

1. Faulty or damaged items

If your game arrives damaged, faulty, or with missing components, please email us within 30 days of delivery with:

  • Your order number

  • A brief description of the issue

  • Clear photos of the problem (box, contents, packaging)

Once we’ve reviewed the issue, we will usually offer one of the following, depending on the situation:

  • A replacement copy, or

  • A refund to your original payment method

We may ask you to return the faulty item or dispose of it safely, depending on the nature of the problem.

 

2. Change-of-mind returns

Because we’re a small studio with limited stock and tight margins, we don’t generally accept returns or refunds for change of mind (for example, if you decide you no longer want the game after it’s arrived).

That said, we know real life is messy. If you’ve made a genuine mistake with your order and the game is still unopened and in resaleable condition, please contact us within 14 days of delivery and we’ll see what we can do on a case-by-case basis.

  • If we agree to a discretionary return, you’ll need to cover the return postage.

  • We’ll only issue a refund once we’ve received and checked the item.

 

3. Wrong item received

If we’ve sent you the wrong product by mistake, that’s on us. Please contact us within 14 days, and we’ll:

  • Arrange to send the correct item, and

  • Let you know what to do with the incorrect one (return, donate, or recycle, depending on value/condition)


4. How to contact us

For any issues with your order (damaged, faulty, missing parts, or unusual situations), please reach out:

  • Email: Fluffy@hotcatgames.com

  • Subject line: Order issue – [your order number]

 

We’re a very small team, but we’ll always do our best to respond promptly and resolve things fairly.