A customer who wishes to return a product should first email us at firstname.lastname@example.org stating the order number and reason for return. The customer will then be provided with the correct return address(s) as items may need to be returned directly to our designers or suppliers and NOT to us directly.
The product must be returned in brand new, unused and resalable condition in order for Chelsea Cats to refund the full purchase price of the product. The cost of the return postage is the customer’s responsibility unless the item arrived damaged or was not what the customer ordered. The refund will be issued to the customer within 30 days of receipt of the product. Refunds on returns will only be accepted if the customer returns the product in its original packaging and with all labels in tact.
If a product is received by the customer in a damaged condition, the customer must contact Chelsea Cats within 48 hours of receipt and we will do our best to replace the damaged product within a reasonable time or we will refund the total cost of the product, including any postage costs.
A customer who wishes to exchange a product may be liable to pay a further amount depending on the reason for the exchange and if the new product is at a higher price. We will notify the customer of any change in the price or any further delivery costs.
Chelsea Cats is not responsible for the cost or safe return of any product and will not issue a refund for a product that does not reach the correct delivery address when being returned by a customer. Chelsea Cats suggests that customers return products via Recorded or Special Delivery or other secure method and takes out the correct postal insurance to cover the value of the product.
PLEASE NOTE: RETURNS OR EXCHANGES ON PERSONALISED OR BESPOKE ITEMS ARE NOT ACCEPTED UNLESS THEY ARRIVE DAMAGED OR NOT WHAT WAS ORIGINALLY ORDERD BY THE CUSTOMER.