- Refunds
1.1 We want all of my customers to be happy with our products and buy with confidence. We offer a refund within 14 days of receipt providing the collar is in a saleable and unworn condition. Contact us within 7 days of receipt by email at: hello@kittydirect.co.uk and return your collar in an unworn and saleable condition within 14 days of receipt for a refund.
1.2 We cannot give a refund where the collar has been damaged by your cat and/or has been worn and damaged.
1.3 For all orders, because all of our collars are custom made to order, we cannot make a refund if a wrong size collar/s has been ordered. However, if the size is incorrect, we can offer to remake and exchange the collar/s for another size. For a different size collar to be made, the buyer will pay for the return postage of the existing collar and return it to us within 10 days of receipt. The buyer pays a postage surcharge for us to resend the remade collar of £1.50.
1.4 All returns for refunds are paid for by the buyer.
1.5 Customers should obtain a proof of postage receipt from the mailing company that they use.
1.6 Kitty Direct is not responsible for returned collars that have been returned by customers and are lost in the post. In the event of a returned collar that is lost in the post, the customer should follow up with their distributor directly for a refund.
1.7 Refunds will be made by Kitty Direct through the payment method made by the customer within 3 days of receiving the unworn collar from the customer.
1.8 We reserve the right to refund orders for other reasons, or where it is not possible to a) make the the collar/s b) send the collar/s for any reason.
1.9 All of our staff deserve to be treated with respect. Where customers are abusive, threatening or rude towards our staff and business, we have zero tolerance to such behaviour and will automatically refund the order made. We reserve the right to not fulfil orders should this occur.
1.10 In the rare event where we do not have stock items to make collars, we will contact the customer and arrange to make another collar as a substitute, or provide a full refund if this cannot be done or the customer declines.
2.0 Sizing
2.1 Please check your cat or kitten’s size before ordering. If you are unsure of the sizing, please contact us and we can help.
2.2 We can also make custom sizes, so if you are not sure about the sizing, or your kitty has an in-between size, please contact us and we can make a special size for your kitty.