Returns & Refunds

We want you and your cat to love every order. If something isn’t right, here’s how returns work.

Note: this is template wording. Confirm the details (return address, who pays return postage, refund timing) and have it reviewed before launch.

Your 14-day right to cancel

Under EU and UK consumer law you have the right to cancel your order within 14 days of receiving it, without giving a reason. The cancellation period ends 14 days after the day you (or someone you nominate) receives the goods.

How to cancel

Tell us within the 14 days by emailing hello@catvibeme.com with your order number. You then have a further 14 days to send the goods back. Items must be unused and in a resaleable condition.

Exceptions — personalised & made-to-order items

The right of withdrawal does not apply to goods that are made to your specification or clearly personalised (for example print-on-demand designs), except where the item arrives faulty or not as described. Your statutory rights for faulty goods are unaffected.

Refunds

Once we receive the returned item (or proof that you’ve sent it), we’ll refund you within 14 days using the same payment method you used to order. We may reduce the refund if the item’s value is diminished by handling beyond what’s needed to inspect it.

Faulty or incorrect items

If your order arrives damaged, faulty or not as described, contact us within 30 days and we’ll arrange a replacement or full refund, including any return postage.

Return postage

Unless an item is faulty, you’re responsible for the cost of returning it. We’ll confirm the return address when you contact us.