Returns & Refunds

Returns in short

If something is not right, we will help you put it right. As a general rule, most items can be returned within 15 days of delivery, as long as they are unused and in the condition they arrived in. Once that window has passed, an item can no longer be returned, so please do not wait if you are unsure.

Because every piece comes from its own maker, this is a general policy rather than a single rule for everything. Some makers set a shorter window, and a few do not accept returns at all. Where that is the case, it is noted on the product, so it is worth a look before you buy.

Products bought from a partner

Some products we feature are sold by partner brands and retailers rather than by us. Where that is the case, the product page says so, and buying takes you to the partner's own website to check out. For those purchases, returns and refunds are handled by the partner, under the partner's own policy, not this one.

So if you bought from a partner and something is not right, the fastest route is the partner's own returns process. Please review the partner's returns and refund policy before you buy. If you are unsure who handled your purchase, or you need a hand working out where to start, write to us and we will point you the right way.

Before a large purchase

Some of our pieces are large, and sending one back can be costly, the more so because not every maker covers the cost of a return. If you have any question about size, materials, or whether something will suit your home or your cat, write to us before you order. We would far rather help you choose well than see you pay to return something. We are happy to help.

What we can and cannot accept

To be returned, an item must be unused, in its original packaging, and in a condition that can reasonably be resold. We cannot accept:

• Used items
• Items returned without their original packaging
• Anything that cannot reasonably be resold for hygiene reasons
• Anything sent back after its return window has passed
• Items from a maker who does not accept returns, where this was noted before you bought

Beds have their own rule, for hygiene. A bed must be unused, unwashed, and in its original packaging. Once a bed has been opened or used, it cannot be returned. We also cannot accept a bed that has been ripped, chewed, or soiled with urine or vomit, and we cannot take responsibility for an item a cat has damaged.

Made-to-order pieces, and anything marked final sale, cannot be returned or exchanged at all.

How to start a return

Start by writing to us with your order number and the item you would like to send back. Before you do, please check that it meets the conditions above: within the return window, unused, and in its original packaging. A return that does not meet them cannot go ahead. We will then arrange the return and send you instructions, including where to send it. Please do not post anything until you have heard from us.

What a return costs

We do not offer free returns. The cost of return shipping varies, and depends on the maker a piece comes from. We will tell you what to expect in your return instructions. Your original shipping cost, and any import duties that were paid, are not refundable.

Some makers also charge a restocking fee, most often on large furniture. Receiving, checking, repackaging, and restocking a returned piece takes real time and cost, and large items in particular often arrive back damaged or no longer in a condition that can be resold. Where a restocking fee applies, we will make it clear before you return anything. If you are weighing up a large purchase, this is one more good reason to ask us your questions first.

Refunds

Refunds are processed once the maker has received your return and checked it over. From that point we issue your refund to your original payment method, usually within 5 to 10 business days. It covers the price of the item, less any return shipping or restocking fee that applied, and not the original shipping or duties. Once issued, a refund can take a few more business days to appear, depending on your bank or card provider, and we will let you know when yours is on the way.

Exchanges

We do not offer exchanges as a rule. Even where an item is faulty or damaged, any exchange is at our discretion. If you simply want something different, the way to do it is to return the original, if it is eligible, and place a new order.

Damaged or faulty items

If something arrives damaged, or develops a fault, get in touch as soon as you can, ideally with a photo or two. We will look into it with the maker and, depending on the case, put it right with a replacement, a repair, or a refund. Where the fault is ours or the maker's, you will not be out of pocket for return shipping.

Need a hand

If you are unsure about anything, or simply want a hand, write to us, before you buy or before you return. We answer every message ourselves and will do our best to make it easy.