We hope that you’re pleased with your purchase 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 about your statutory rights 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.
If You Have Simply Changed Your Mind
If you have ordered goods from us, but then simply decided 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). If you wish to cancel in this way please contact us via our FAQ portal at https://catit.co.uk/contact/
You should get a refund within 14 days of either us getting the goods back, or you providing evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner. In these circumstances we will not normally refund the original delivery costs.
Goods Are Faulty On Arrival
If you find that your goods are faulty on arrival, then you are entitled to a refund. Where any faulty goods are to be returned to us then please ensure that you read our Return of Faulty Goods: Packaging Guidelines. In these circumstances we will normally refund the original delivery costs and any reasonable costs for returning the product to us.
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 2 days with details of the damage via the form below 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. In these circumstances we will normally refund the original delivery costs and any costs for returning the product to us.
Goods Not As Ordered
If you receive goods from us that differ from what you have ordered, then we require that you notify us within 30 days. In these circumstances we will normally refund the original delivery costs and any costs for returning the product to us.
Goods Or Order Duplicated
In the event that that your order or goods have been duplicated by mistake, then please notify us as soon as possible via our FAQ portal at https://catit.co.uk/contact/
Goods for Return
In all cases where goods are to be returned to us, then please ensure that you read our Return of Faulty Goods: Packaging Guidelines
Return of Faulty Goods
Read on if you’d like to know…
- What you need to do to ensure that goods being returned to us are adequately packaged.
- Key information…
- If you’re returning something to us it’s important that it is packaged correctly so that it does not get damaged during transit.
- We therefore 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 carrier shall be entitled to inspect the quantity, condition and the packaging.