Refund policy

Return and Refund Policy

We want you to be happy with your Cats on Cotton order. Please read the policy below before requesting a return, refund or replacement.

Return period

You may request a return within 14 days of receiving your order.

After your return request is approved, the item must be sent back within 14 days unless we provide a different deadline.

Any mandatory consumer rights available under applicable law remain unaffected.

Return eligibility

To qualify for a return, the item must be:

  • Unworn and unused
  • Unwashed
  • Free from stains, odours, pet hair or other damage
  • Returned in its original condition
  • Accompanied by proof of purchase

Original packaging should be included where reasonably possible.

We reserve the right to reduce or refuse a refund when an item has been used, washed or damaged beyond what is necessary to inspect it.

How to request a return

Contact us through our Contact page before sending anything back.

Include:

  • Your order number
  • The name and email used for the order
  • The product you wish to return
  • The reason for the return
  • Clear photographs if the item is damaged, defective or incorrect

We will provide return instructions and the correct return address.

Do not send products back to the address shown on the shipping package without contacting us first. Unauthorised returns may not be accepted or processed.

Wrong size or change of mind

Returns requested because of an incorrect size selection or change of mind may be accepted within the 14-day return period.

Customers are responsible for checking the size guide before ordering.

Unless required otherwise by law, the customer is responsible for return-shipping costs for wrong-size and change-of-mind returns.

Damaged, defective or incorrect products

Contact us as soon as possible if your item arrives:

  • Damaged
  • Defective
  • Misprinted
  • In the wrong size or colour
  • Different from the product ordered

Please provide clear photographs of the product, packaging and shipping label.

When the issue is confirmed, we may offer:

  • A replacement
  • A refund
  • Another appropriate solution

You will not be charged return-shipping costs for confirmed damaged, defective or incorrect products.

For the fastest resolution, please report production or delivery problems within 30 days of receiving the order. This does not limit any longer rights provided by applicable consumer law.

Exchanges

We do not currently process direct exchanges.

To order another size or colour, request a return for the original item and place a new order once the return has been approved.

Cancellations and order changes

Contact us immediately if you need to cancel or change an order.

Because products enter production shortly after an order is placed, cancellations and changes cannot be guaranteed once production has started.

When cancellation is no longer possible, the return rights described in this policy will apply.

Non-returnable items

The following items cannot normally be returned:

  • Gift cards
  • Items that have been worn, washed or damaged after delivery
  • Items returned outside the applicable return period
  • Personalised products made specifically to the customer’s individual instructions, where the law permits an exception

Standard Cats on Cotton designs are not automatically excluded merely because they are produced after an order is placed.

Return-shipping costs

For ordinary returns, including change-of-mind or incorrect-size returns, the customer is generally responsible for return shipping.

We recommend using a tracked shipping method. Cats on Cotton is not responsible for return packages that are lost before reaching the provided return address.

When an item is confirmed as damaged, defective or incorrect, we will cover or reimburse reasonable return costs where a return is required.

Refunds

We will notify you after the returned item has been received and inspected.

Approved refunds will be issued to the original payment method.

Depending on your payment provider or bank, additional processing time may be required before the refund appears in your account.

For customers exercising a legal right of withdrawal in the European Union, EEA or another applicable jurisdiction, the least expensive standard delivery charge will also be refunded where required by law. Additional costs paid for express or upgraded delivery are not refundable beyond the standard-delivery amount.

Contact

To request a return, refund, replacement or cancellation, use our Contact page and include your order number.

Nothing in this policy excludes or limits rights that cannot legally be excluded under applicable consumer-protection law.