Refund policy

Returns & Refunds

We hope you'll be delighted with your purchase from Cat World Feline Superstore. However, if something isn't quite right, we're here to help.

Returns

You may return most items within 30 days of purchase for a refund or exchange.

To be eligible for a return, the item must be unused, in the same condition you received it, and returned in its original packaging.

Unfortunately, the following items cannot be returned:

  • Gift cards

  • Earrings for pierced ears

  • Downloadable software products

  • Certain health and personal care items

To arrange a return, please contact us at service@catworldshop.co.uk and include your order number. We'll then advise you on the next steps.

Please do not send items directly to the manufacturer.

Partial Refunds

In some circumstances, we may offer a partial refund at our discretion. Examples include:

  • Products showing signs of use

  • Items returned damaged, incomplete or not in their original condition (unless the issue was our error)

  • Items returned more than 30 days after delivery

Refunds

Once we receive and inspect your returned item, we'll email you to confirm its arrival and let you know whether your refund has been approved.

If approved, your refund will be processed and credited to your original payment method within a reasonable number of working days.

Late or Missing Refunds

If you haven't received your refund:

  1. Check your bank account and card statements.

  2. Contact your bank or card provider, as refunds can sometimes take a few days to appear.

  3. If you've done this and still haven't received your refund, please contact us at service@catworldshop.co.uk.

Exchanges

We only replace items if they arrive faulty, damaged or defective.

If you believe your item qualifies for an exchange, please email service@catworldshop.co.uk and we'll be happy to advise further.

Gifts

If an item was purchased as a gift and shipped directly to you, you may be eligible for a gift credit once the returned item has been received and approved.

If the item was not marked as a gift at the time of purchase, or was sent to the purchaser before being given to you, any refund will be issued to the original purchaser.

Return Shipping

Once you've contacted us, we'll provide instructions on how to return your item.

Unless the return is due to our error or a faulty product, you will be responsible for the cost of returning the item. Original shipping charges are non-refundable.

If a refund is issued, any applicable outward and return shipping costs may be deducted from the refund amount.

If you are returning an item valued at more than £20, we recommend using a tracked postal service or purchasing shipping insurance, as we cannot guarantee receipt of returned items that are lost in transit.

Consumer Rights

If an item is faulty, damaged, or not as described, you may be entitled to a repair, replacement, refund, or other remedy under UK consumer law. Nothing in this policy affects your statutory rights.

If you're unsure about any aspect of our returns process, please get in touch — we'll always do our best to help.