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Our policy lasts 30 days. If 30 days have gone by since your product has been delivered, unfortunately we can’t offer you a refund or exchange.
Cat Tree UK reserves the right to cancel an order at their discretion. An order is only considered completed when the product has been delivered.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Cat Tree UK will not be held responsible for any accidents that your cats have as a result of using the cat trees.
Cat Tree UK will issue no refunds under any circumstances due to accidents or injuries sustained on our products.
If the product is defective in any way, DO NOT allow your pet to play on it, until this has been resolved with a replacement part that we will send out free of charge.
Additional non-returnable items:
* Gift cards
* Downloadable software products
* Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
* Book with obvious signs of use
* CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@cattree.uk.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace parts / items if they are defective or damaged. If you need a replacement part sent out , send us an email at sales@cattree.uk and we will send out a new part immediately. This can take 3-5 workings days as per our delivery / shipping terms
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Customers are responsible for paying the shipping costs for returning items. Due to the location of our warehouses this may require shipping products back to our European warehouses.
The cost of postage for replacing damaged spare parts will be covered by Cat Tree UK and this includes parts damaged in transit or warranty claims. t.
We will send out replacement parts within 48 hours of being notified. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Cat Tree UK may be able to assist with a collection of any items but the cost of collection including a small administration charge will be passed on to the customer and deducted from any refund amount.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.