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At Catsy Candles your complete satisfaction is our goal. If you are not happy with your order or if your product arrives damaged or is in any way defective, we will gladly accept returns up to 28 days from the date of purchase. 

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Please contact us via contact@catsycandles.co.uk with the pictures of the faulty item.  We will do our best to make you happy.  Please keep the original packaging materials with the damaged product  so that we can have the damaged or defective merchandise shipped back to us. 

 

 

 

OUR CANCELLATION POLICY

 

INFORMATION ABOUT THE EXERCISE OF THE RIGHT TO CANCEL THIS CONTRACT

 

RIGHT TO CANCEL

 

You may have the right to cancel this contract within 28 days without giving any reason.

 

The 14-day period will start:

               If the item, we are selling is a physical item – when you receive it.

               If we are supplying multiple Products – then the day upon which you received the last item.

               If this is a regular supply – when you receive the first consignment.

 

CANCELLATION

 

To exercise the right, you must tell us by post or email, and you should use the attached form – but this is not compulsory.

Email: contact@catsycandles.co.uk

 

To meet the cancellation deadline, you must send the form or tell us before the end of the 14-day period. You should keep a proof of posting if you send us a letter and proof of posting when sending a Product back to us.

 

EFFECT OF CANCELLATION

 

If you cancel this contract, we will repay you all payments you have made to us, excluding delivery costs.​

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On approval, you will be asked to send back the goods clearly stating your full name and order reference number. Once the goods have been received, the refund will be processed. Depending on your reason for returning you will not be refunded any original delivery charges. If you qualified for free shipping on your order and we covered the expense , this will be deducted from your refund.

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When returning items you are recommended to keep a proof of posting and a tracked service. Proof of posting will not be accepted as proof of delivery. We will not accept responsibility for lost or damaged parcels.

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We can deduct from the amount we send back to you any reduction in value of the Product which results from unnecessary handling by you.

 

We will repay you:

               Within 14 days from receiving the Product back from you.

               Within 14 days of receiving proof that you sent the Product back to us.

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If we did not supply the Product, then within 14 days of your telling us that you want to cancel.

 

We will pay you back using the same method that you paid us.

 

If you have removed labels and tags from the Product, if you have damaged them or if you return them in an unsaleable condition, your

rights to cancel your purchase may be affected.

 

 

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