Refunds and Returns Policy

Overview

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

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

Returns window

We offer a 30-day returns period from the date you receive your order for unwanted items, provided they meet the conditions below.

Eligibility for returns (change of mind)

To be eligible for a return:

  • Items must be unused, unwashed, and in the same condition as received
  • Items must be in their original packaging where possible
  • Proof of purchase is required

For hygiene and safety reasons, items that have been used, damaged, or exposed to pets may not be eligible for return unless faulty.

Non-returnable items (change of mind)

The following items cannot be returned if you change your mind:

  • Opened cat food or treats
  • Used or damaged toys
  • Gift cards (if applicable)
  • Sale or clearance items (unless faulty)
  • Custom or handmade items (unless faulty or damaged upon arrival)

Faulty or damaged items

Nothing in this policy affects your legal rights. If an item is faulty, damaged, or not as described, you are entitled to a remedy under the Consumer Rights Act 2015, which may include a refund, repair, or replacement.

Please contact us at orders@thecatstore.co.uk within a reasonable time if you believe your item is faulty.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved, refunds are processed to your original payment method within 5–10 business days, depending on your payment provider.

Late or missing refunds

If you haven’t received your refund:

  • Check your bank account again
  • Contact your payment provider (processing times vary)
  • Contact your bank for further guidance

If you still have not received your refund, contact us at orders@thecatstore.co.uk.

Exchanges

We only replace items if they are defective or damaged.

If you need an exchange, please email us at orders@thecatstore.co.uk with your order details and photos where applicable.

Returns process

To start a return, contact us at orders@thecatstore.co.uk or via our contact form. We’ll provide return instructions.

Return shipping

  • Customers are responsible for return shipping costs unless the item is faulty
  • Shipping costs are non-refundable
  • If a refund is approved, return shipping costs may be deducted unless the item is faulty
  • We recommend using a trackable service

We cannot guarantee receipt of returned items without tracking.

Contact

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

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