We want every cat to enjoy their grass, and every box to arrive at its best. If something is off when your box arrives, or your cat doesn't take to their grass, this is how we make it right.

If your box arrives with a problem

This covers every order, subscription or one-time. We send you a new box if:

• the box is damaged in delivery
• the grass is not fresh when it arrives, for example wilted or drying
• the delivery goes wrong on our side: the box does not arrive, or arrives on the wrong day
• you receive a different grass or product from the one you ordered

Tell us within 24 hours of delivery, or of the delivery date if the box never arrived. There is nothing to pay for the new box. If we cannot send one, we refund that box instead.

If your cat doesn't take to their grass (subscribers)

Cats can be particular, and each grass has its own texture. If your cat doesn't take to theirs:

1. Tell us within 48 hours of delivery. We send you a box of one of the other two grasses, and if your cat enjoys it, we switch your subscription to that grass.
2. If your cat doesn't take to the second grass either, tell us within 48 hours of its delivery. You choose: a box of the third grass, or a full refund of your latest plan payment. If you choose the refund, your subscription ends.

This part of the guarantee is for subscribers, once per subscription.

How to claim

• Use the form on this page with your order number and the email or phone on your order.
• For a problem with your box, add a photo of the box as it arrived. We need one for every box claim except a box that never arrived.
• If your cat doesn't take to their grass, choose "Not nibbling yet" on the form.
• Subscribers can also report a damaged or missing box from Get help in their Customer Hub.

Keep the box. Fresh grass cannot travel back to us, so the photo is all we need.

Refunds

Refunds go back to the payment method you used. It usually shows within 2 to 5 business days, depending on your bank.

What the guarantee does not cover

• Delivery problems caused by a wrong or incomplete address, no one being available to receive the box, or a missed call or WhatsApp from the courier.
• Claims made after the time limits above, or not made through the form (with a photo, where one is needed).
• Grass that has reached the end of its time, or a box kept in heat or direct sun after delivery.
• Taste on one-time orders: the grass swap is for subscribers.