Returns Policy

  1. Introduction

1.1     We understand that from time to time you may wish to return a product to us.

1.2     We have created this policy to enable you to return products to us in appropriate circumstances.

1.3     This policy shall apply to all of our customers, irrespective of their geographical location.

1.4     This policy shall apply to all orders submitted through our website.

1.5     This document does not affect any statutory rights you may have as a consumer (such as rights under the Sale of Goods Act 1979 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013).

  1. Returns

2.1     If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:

(a)      we receive the returned product within 14 days following the date of dispatch of the product to you;

(b)      the returned product is unused and otherwise in a condition enabling us to sell the product as new;

(c)      you decide the products are unsuitable, or you changed your mind, please notify us within 7 days of receiving them. Once we have received them back in resalable condition we will either exchange for another product of the same price or below, or refund you the original price excluding postage. Please note that we will not refund the cost of you returning the items to us. We reserve the right to not refund if the item is not in a resalable condition;

(d)      you purchased the wrong size item. We will exchange the product for another size where possible and will charge you for additional postage. We will not cover your return postage for the exchange. If there are no other sizes available we will refund you for the product but not for the postage. Please ensure you measure your cat correctly, please contact us if you need help with this;

(e)      you receive a product that varies from the description on our website. Please contact us within 7 days of receipt and we will replace it or refund you;

(f)      you receive a damaged item. We will pay the costs associated with the return of damaged products in accordance with this policy;

(f)      you comply with the procedure set out in this policy in relation to the return of the product; and

(g)      none of the exclusions set out in this policy apply.

  1. Returns procedure

3.1     In order to take advantage of your rights under this policy, you must contact us at hello [at] kittydirect.co.uk to notify us that you will be returning the product and then send the product to us as soon as possible getting a proof of postage certificate from the Post Office.

3.2     We recommend that products returned under this policy are sent by Recorded Delivery as we are not responsible for items that do not reach us.

3.3     You will be responsible for paying postage costs associated with returns under this policy, unless the product is damaged, in which case, we will pay the costs associated with the return of products in accordance with this policy.

  1. Exclusions

4.1     The following kinds of products may not be returned under this policy:

(a)     Customised products, made specifically for you.

  1. Refunds

5.1     We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.

5.2     We will not refund to you the original delivery charges relating to the returned product unless the product is damaged, in which case, we will refund to you your reasonable postage costs incurred returning the product to us.

5.4     We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

5.5     We will process the refund due to you as soon as possible and, in any event, within 14 days following the day we receive your returned product.

  1. Improper returns

6.1     If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:

(a)      we will not refund the purchase price or exchange the product;

(b)      we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c)      if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

 

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