Refunds and Returns Policy

Overview

We want you to feel confident shopping with us. If something isn’t right, we’re here to help.

Our returns policy lasts 30 days from the date of purchase. If 30 days have passed, unfortunately we can’t offer a refund or exchange.

Eligibility for Returns

To be eligible for a return:

  • Items must be unused, unwashed, and in the same condition as received

  • Items must be returned in their original packaging

  • A receipt or proof of purchase is required

For hygiene and safety reasons, we cannot accept returns for items that have been used, damaged, or exposed to pets.

Non-Returnable Items

The following items are non-returnable:

  • Open cat treats and food

  • Used or damaged toys

  • Sale items

  • Gift cards (if applicable)

Handmade items are eligible for return only if they arrive faulty or damaged.

Refunds

Once your return is received and inspected, we’ll notify you by email of the approval or rejection of your refund.

If approved, your refund will be processed to your original payment method within 5-10 business days, depending on your bank or card provider.

Late or missing refunds

If you haven’t received your refund:

  • Check your bank account again

  • Contact your credit card provider – posting times can vary

  • Contact your bank for further processing details

If you’ve done all of the above and still haven’t received your refund, please contact us at orders@thecatstore.co.uk.

Exchanges

We only replace items if they are defective or damaged upon arrival.

If you need an exchange for the same item, please email us at orders@thecatstore.co.uk with details and photos if applicable.

Returns process

To initiate a return, please contact us at orders@thecatstore.co.uk or via our contact form. We’ll provide return instructions as soon as possible.

Shipping returns

  • Customers are responsible for return shipping costs

  • Shipping costs are non-refundable

  • If a refund is approved, return shipping costs will be deducted from the refund

We recommend using a trackable shipping service or purchasing shipping insurance for higher-value items. We cannot guarantee receipt of returned items without tracking.

Need help?

If you have any questions about returns or refunds, please contact us at orders@thecatstore.co.uk.

This policy does not affect your statutory rights under UK consumer law.

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