Refund policy
Last updated: 19.03.2026
We want you to feel confident when ordering from us. This policy explains your rights and how cancellations, returns, refunds, and product issues are handled.
This return draft reflects the UK distance-selling rules: consumers generally have 14 days to cancel, 14 more days to return goods, refunds are generally due within 14 days of receiving the goods back or proof of return, the standard outbound delivery cost must usually be refunded after a valid cancellation, and customers can be made responsible for the cost of returning change-of-mind returns.
1. Right to cancel
If you purchase from us as a consumer, you have the right to cancel your order within 14 days after receiving your goods, without giving any reason.
If you notify us within this period that you wish to cancel, you then have a further 14 days to return the goods to us.
2. Change-of-mind returns
To qualify for a return following cancellation, items must be returned unused, in their original condition, and, where reasonably possible, with their original packaging.
You may inspect the goods as you would in a shop, but we may make a deduction from your refund where the value of the goods has been reduced by handling beyond what is necessary to establish their nature, characteristics, and functioning.
3. Return shipping
For change-of-mind returns, the customer is responsible for the cost of returning the goods.
Please contact us first so that we can provide the correct return instructions and return address. We recommend using a tracked return service, as you remain responsible for the goods until they are received back by us.
4. Refunds
Once the returned goods have been received and inspected, any refund due will be issued to the original payment method within the applicable legal timeframe.
Where a cancellation right has been validly exercised, we will refund:
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the price paid for the goods; and
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the cost of the standard delivery option originally paid by the customer.
If you selected a delivery option that was more expensive than our standard delivery option, we are only required to refund the cost of the standard delivery option.
We may withhold the refund until we receive the goods back, or until you provide proof that you have sent them back, whichever happens first.
5. Faulty, damaged, or incorrect items
If your item arrives faulty, damaged, or not as described, please contact us as soon as possible and provide clear photo or video evidence where available.
If goods do not conform to the contract, your remedies will be provided in line with your rights under applicable consumer law. Depending on the circumstances, this may include repair, replacement, price reduction, or refund.
6. Short-term right to reject faulty goods
Where goods are faulty, consumers may have a short-term right to reject them within 30 days of delivery and receive a refund under applicable law.
7. Delivery issues
If your order has not arrived, please contact us so that we can investigate the issue with the carrier and work toward an appropriate resolution.
8. How to contact us
To request a cancellation, return, refund, or product issue review, please contact us at:
Email: support@cat-boutique.com
We aim to respond within 48 business hours.
9. Return address
Returns should be sent only to the return address we provide after you contact us.
Our return address is in Germany, and the full address will be provided in the return instructions.
10. Your statutory rights
Nothing in this policy limits or excludes any rights you have under applicable consumer law.