We hope that you’re pleased with your purrchase from us, however we do understand that occasionally, you may need to return goods to us.
We’ve set out below the main reasons why goods tend to be returned, so please read all of the categories and follow the returns process which you feel applies to you.
Please note that our Returns Policy for Consumers does not affect your statutory rights. You can get more information from the Citizens Advice Bureau (www.citizensadvice.org.uk) or Consumer Direct (www.direct.gov.uk). We reserve the right to inspect the goods and verify any fault(s) and/or any damage.
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If you have ordered goods from us, but then simply decide that you wish to cancel your order, then you are entitled to do so and have any money that you have paid to us refunded, provided that the goods have not been in your possession for more than 14 Working Days after the day on which you received the goods (‘Working Day’ means all days other than Saturdays, Sundays and public holidays). These products should be returned within 14 days.
You should get a refund within 14 days of us either getting the goods back, or you providing a signed proof of delivery (either from the post office or courier), whichever is the sooner. In these circumstances we will not normally refund the original delivery costs.
If a product is received back after the 14 days, a refund will not be issued but a coupon code will be produced for the given amount for you to use on www.catit.co.uk.
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Goods Are Faulty On Arrival
If you find that your goods are faulty on arrival, then you are entitled to a refund or a new item being sent out (whichever you prefer). Where any faulty goods are being returned please ensure that you read our Return of Faulty Goods: Packaging Guidelines further down this page.Goods Damaged On Arrival
If you discover that your goods are visibly damaged on arrival, you should either write on the delivery note that the packaging is damaged, or refuse to accept the delivery. Please also contact us within 48 hours with details of the damage so we can help to resolve the issue with your order. This will help us considerably in raising the matter with our appointed courier. If we consider it necessary we may ask you to return the goods to us for inspection. Once the damaged goods have been received back into our warehouse, then we will replace them.A photo of the items that you have received would be helpful so we can speed up resolving your order issue.
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If you receive goods from us that are different from what you have ordered, then please let us know within 48 hours of your delivery arriving. This is so we can make sure we get the correct items delivered to you without any further delay and to reduce the risk of them selling out.
A photo of the items that you have received would be helpful so we can speed up resolving your order issue.
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If you receive goods from us that differ from what you have ordered, then we require that you notify us within 48 hours of your delivery arriving and let our team know which order or products have been duplicated.
A photo of the items that you have received would be helpful so we can speed up resolving your order issue.
For Queries Related To Returns
Please report any damages or shortages within 48hrs of receipt of your order.
Return of Faulty Goods: Packaging Guidelines
If you need to return something then please make sure that the products are being returned to us as adequately packaged as possible.
It’s important that it is packaged correctly so that it does not get damaged during transit. We would suggest that you package the item in its original packaging (assuming that you have the packaging and it is still intact).
Where it’s not possible to use the original packaging, please ensure that the goods are sufficiently packaged and cushioned to protect against any reasonable shocks, puncturing, scratching or damage that may occur during carriage, handing and/or sorting.
Where we have agreed to collect the goods from you, then our appointed courier are entitled to inspect the quantity, condition and the packaging.