Returns Refunds
CANCELLATIONS/ RETURNS / REFUNDS
We want you and your cat/s to be satisfied with your purchase.
Please inform us by email Shop@purrsinourhearts.co.uk If you wish to cancel or return an order, stating your name and the order details.
CANCELLATIONS
You may cancel your order at any time before dispatch notification and a full refund will be issued. Once an order has been dispatched, please refer to our return policy below.
RETURNS
If for any reason you are unhappy with an Item, you can return it to us in its original, unused condition with any product packing intact within 14 working days of the date you received the order, and we will issue a refund for the cost of the goods returned. Goods are to be returned at your own expense.
When you return goods, please retain proof of posting from your shipper. We cannot be liable for loss or damage whilst a return is in transit and strongly advise insuring packages against such loss or damage.
We cannot except returns for DVDs or other digital media items unless they are returned unopened (still sealed in their original shrink wrapping), except if they are faulty.
Please note, in the interests of health and hygiene, returned goods must be undamaged, unsoiled, free from dirt or pet hair, and be returned with their original packaging. We are unable to accept returns on fabric items, catnip or toys that have been given to/used by your pet.
If we have subsituted an item because the goods originally ordered are not available and this item is not suitable, we will cover the cost to return this item to us and issue a refund for the original item.
Any return costs due to non payment of International customs duties are payable by the customer.
REFUNDS
Refunds will be issued in the same way the payment was made. For Paypal and Nochex card payments- a refund through paypal or Nochex will be made. Part refunds of orders can be made. For Bank transfer refunds, details of your bank will be required to make the refund. Refunds are processed as soon as possible.
DAMAGED / DEFECTIVE / MISSING GOODS
Please inspect your goods carefully upon receipt.
If any product arrives faulty, damaged or missing, please inform us by email Shop@purrsinourhearts.co.uk within 30 days of the dispatch date and we will be happy to exchange it for you or offer a refund for the goods including delivery cost. If we request the return of the item, please return the faulty item to us within 30 days of dispatch date. We will refund or replace your item as well as your return postage costs.
If we do not hear from you within 30 days from dispatch , your order will be deemed to have been accepted as complete and in good working order.
We check all items returned and if they are not found to be damaged/defective, or have been deliberately damaged, we reserve the right to claim any relevant costs from you.
