Delivery and Returns
Last updated on 18 Jan 2024
- We use a third party Courier Hermes for all our deliveries and once we have passed your purchase to the courier we have no control over that delivery.
- We will notify you of the details of the delivery so that you can track it and ensure that you are in control of where the delivery is left or collected.
- Standard Delivery will be made to the address specified in the order in 2 to 5 business days of completion of the order. The cost of this service (if available) will be detailed at the point of order.
- Express Delivery is a charged for delivery and will be dependent on the size and weight of the package. The cost of this service (if available) will be detailed at the point of order.
- Delivery If the package cannot be signed for, our nominated third party delivery agent will leave notice of this delivery attempt and make up to 2 further attempts. If the package cannot be delivered and signed for then the package will be returned and the order cancelled and a refund of the purchase price will be processed LESS any costs incurred for the failed delivery and any other associated costs incurred by this return.
- The Cat Track Ltd Returns Policies
- The Cat Track Ltd offer returns for most items within 30 days of receipt of delivery. You can use this page to learn about our return policies. Most items sold on The Cat Track Ltd follow our general return policies, but some products have different policies or requirements associated with them.
- Statutory Cancellation Right
- Our Voluntary Returns Policy
- Defective Items After 30 Days
- Note: We will issue a refund, for a product shipped by The Cat Track Ltd, within a maximum of 14 days and confirm it with an automated e-mail. You can see the refund in your bank account, credit card statement, Paypal or Klarna within a maximum of 7 business days after the refund is issued. For more information about our refund policies and how long it will take for you to receive your refund.
- Defective Items After 30 Days
- At The Cat Track Ltd we want you to have a positive experience every time you shop with us. Occasionally though, we know you may want to return items and you have the right to cancel the purchase of most items within 14 days. You also have statutory rights where goods are not as described, not fit for purpose or not of satisfactory quality.
- Statutory Cancellation Right
- You have the statutory right to cancel your order for any reason within 14 days beginning with the day you receive the item (please see our Conditions of Use & Sale for the full instructions on cancellation and further information on your right of cancellation). To exercise your cancellation right please contact us as hello@thecattrack.com
- Our Voluntary Returns Policy
- As well as your statutory cancellation rights described above, you can return most products from the The Cat Track Ltd within 30 days of receipt of the products if the products are in an unused and undamaged condition. To return an item please contact hello@thecattrack.com
- Please note that this returns policy doesn't affect your statutory rights and therefore doesn't affect your right of cancellation as described above.
- Please note that you must return each item in the same condition in which you received it. This means that new items must be returned unused and undamaged.
- The following table provides an overview of the key provisions of your statutory cancellation right as well as our voluntary returns policy and how they compare to one another:
- The Cat Track Ltd Returns Policy (as set out by product category below)
- Refund of costs of sending the item back to us if defective, damaged or incorrect item?
- Refund of costs of sending the item back to us if cancellation?
- Refund of original delivery costs if defective?
- Refund of original delivery costs if cancelled?
- The Cat Track Ltd will refund the cost of sending an item back to us if it was sold or dispatched by The Cat Track Ltd. In a defective state and is not in the condition that was expected when purchased.
- In this case, once approved, we’ll provide you with a pre-paid returns label. All other returns are at the cost of the purchaser and if the purchaser refuses to make payment then we will arrange collection and deduct the cost of collection from the refund. Collection in the UK starts at £9.99 and is weight dependent.
- If a product becomes defective after 30 days you'll need to Contact Us.
- You have additional rights in relation to incorrect, damaged or defective goods. For more information about these statutory rights, please visit Adviceguide, a Citizens Advice website at http://www.adviceguide.org.uk/. This link is provided to help our customers find out the rights they have where goods are not as described, not fit for purpose or not of satisfactory quality.
- If you need to contact us by post, please write to:
- 10f Hepworth Business Park
- This is also our returns address.
- Defective Items After 30 Days
- Troubleshooting and product support may be available to resolve any issues with your product, as outlined in the FAQ page. If your item becomes defective after the The Cat Track Ltd return period, The Cat Track Ltd will repair any defective item. The repair will be completed by us. If a repair is not possible, we'll send you a replacement, and if a replacement is not available, we will refund the purchase price. Repair is only available for qualifying items sold by The Cat Track Ltd.