Returns Policy

Our policy lasts 7 days. If 7 days have gone by since your product has been delivered, unfortunately we can’t offer you a refund or exchange.

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.

The customer will be responsible for paying for shipping costs for returning the item unless the item is not as described on the website. The cost of postage for replacing damaged spare parts will be covered by Cat Tree UK. 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.

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.

PRICE MATCH!

If you find a lower price for any of our ‘in-stock’ products, we will match the price and send you some complimentary cat nip free of charge!

FAST / FREE DELIVERY*

98% of orders of our ‘in-stock’ products are delivered within 3-5 working days of your order being placed with us. If your product does not arrive within this time period, we will send you some complimentary toys for you feline friend to play with! (Products delivered via Amazon.co.uk fulfilment, delivery charges may vary.)

SECURE ONLINE SHOPPING

Online shopping with Cat Tree UK Ltd are handled securely via Stripe. Stripe has been certified to Level 1 PCI Service Provider . This is the most stringent level of certification that is available within the payments industry. We also now accept Paypal online.

5% GOES TO LOCAL ANIMAL CHARITIES

As of May 2017, we have made a commitment to donate 5% of our profits to a selection of local animal charities that seek to re-home or take care of felines who have found themselves in an unfortunate situation!

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