Catvero Ltd | Catvero.co.uk
At Catvero, we want you and your cats to be happy with every purchase. If something isn't right with your order, we're here to help.
1. Your 14-Day Right to Cancel
Under the Consumer Contracts Regulations 2013, customers purchasing online generally have the right to cancel eligible orders within 14 days of receiving their goods, without giving a reason.
To exercise this right, please notify Catvero of your decision to cancel within the 14-day cancellation period.
After notifying us, you must return the goods within a further 14 days.
2. Return Eligibility
For change-of-mind returns, please:
Handle products only as necessary to establish their nature, characteristics and functioning.
Return products with their original packaging where reasonably possible.
Include your order number or other proof of purchase.
You may be responsible for any reduction in the value of goods caused by handling beyond what is necessary.
3. Products That Cannot Be Returned
Certain products may be exempt from the statutory right to cancel, including:
Sealed goods that are unsuitable for return due to health protection or hygiene reasons, once unsealed after delivery.
Products that are liable to deteriorate or expire rapidly.
Other goods excluded from cancellation rights under applicable UK law.
These exceptions apply only where the relevant legal conditions are met.
Opening ordinary packaging does not automatically remove your statutory cancellation rights.
4. Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible with:
Your order number.
A description of the problem.
Photographs, where helpful.
We will assess the issue and arrange an appropriate remedy in accordance with the Consumer Rights Act 2015.
Your statutory rights are not affected by the 14-day change-of-mind cancellation period.
5. How to Request a Return
To request a return or cancel an eligible order:
Visit our Contact Us page at https://catvero.co.uk/en-gb/contact-us.
Provide your order number and details of the item.
Explain whether you wish to cancel, return a faulty item or report an incorrect delivery.
We will provide the relevant return instructions.
Please contact us before posting an item so we can provide the appropriate return address.
6. Return Postage
For eligible change-of-mind returns, the customer is responsible for the direct cost of returning the goods, provided this was communicated before purchase.
If an item is faulty, damaged or incorrectly supplied, Catvero will cover reasonable return costs where required by law.
7. Refunds
For valid cancellations under the Consumer Contracts Regulations, we will refund the price of the cancelled goods and the applicable standard delivery charge.
We will issue the refund within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier. Where no goods have been supplied, the applicable refund period runs from notification of cancellation.
Refunds will normally be made using the original payment method unless otherwise agreed.
We do not charge cancellation or refund administration fees.
8. Exchanges
If you would like a different product, please contact us to discuss the available options.
Where a change-of-mind exchange is not available, you may return an eligible item under this policy and place a new order.
9. Your Statutory Rights
Nothing in this policy limits or excludes your rights under applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.
10. Contact Us
For questions about returns, refunds or cancellations, please contact:
Catvero Ltd
Website: https://catvero.co.uk
Contact Us: https://catvero.co.uk/en-gb/contact-us
We aim to resolve return and refund enquiries fairly and promptly.
Catvero .co.uk
