Refund policy
At CutiePieCats, we hope you will be 100% delighted with your purchase.
However, should there be any reason that you are not entirely satisfied, you may return your purchase to us for a full refund provided that:
- The goods are unused and in their original packaging.
- We would appreciate it if you told us that you wish to return your goods within 14 working days of receiving them.
- You return them to us or provide proof of postage to our warehouse address within fourteen working days of receiving them.
Returning Items to CutiePieCats
Step 1 – Contact Us
Should you wish to cancel your order and we have not informed you that it has been dispatched, please inform us of your decision as soon as possible. This will prevent the goods from being sent to you, and we can offer a refund more quickly without you having to return the order to us.
If you wish to cancel an order after we have despatched it, you must inform us of this intention within 14 working days following the date you receive the order. Please email us at info@cutiepiecats.co.uk
We do not recommend using Social Network (Facebook, Instagram, etc.) posts as a cancellation method as our Customer Services department may not monitor these regularly.
Any notice you send after the 14 working days following the date you receive the order days shall not be adequate to entitle you to return your goods or receive a refund.
Please note: We cannot accept any goods to be returned for refund if they have been used or are in a condition other than that sent to you originally.
Please provide full details of your name, the goods you wish to return, and your original customer order number quoted on the delivery paperwork or in the order section of the website.
Step 2 – Returning Your Goods
When returning your goods, please ensure the package is securely sealed and packed to prevent damage during transit, ideally in our original shipping materials. Please provide full details of your name and the original customer order number quoted on the delivery paperwork or in the order section of the website. This will help us match the return to your account.
Please send it to the address below:
CutiePieCats
64 Oxford Close
Mitcham
Surrey
CR4 1DZ
Please note, when you return your parcel, retain your proof of postage to provide evidence that you have returned the goods to us in the unlikely event that we do not receive the returned parcel.
We do not accept liability for returned goods lost in transit.
Step 3 – Returns Received by CutiePieCats
Upon receipt of your returns, we will examine them, and an appropriate refund will be calculated.
We will refund the price you paid for the goods (including the initial cost of basic delivery if you were charged) but not the cost of the postage you might incur to return them to us. We reserve the right to deduct an amount from your reimbursement if you have diminished the value of the goods beyond what is necessary to establish their nature, characteristics, or function.
Step 4 – Refunding Your Money
We will process your refund accordingly and advise you when it has been completed.
Refunds will be made via the same method used for the original payment, e.g., Stripe, Paypal, etc. We will refund your money within 14 days of receiving the goods back to our warehouse or within 14 days of receiving proof of postage from you, whichever is sooner.
Your statutory rights remain unaffected.
Damaged Items
We’re so sorry if a product is damaged. We try to ensure our products are as secure as possible during transit, but our products are handmade, and some contain delicate sugar decorations. Please email us your order number along with a picture of the damaged item, and we’ll try to resolve this as quickly as possible.
Wrong item or quantitie
When we pack your order before despatch, we will include a delivery note giving details of your order, including the description of each item and the quantity delivered. If, for any reason, the descriptions or amounts you receive are different from the delivery note, please get in touch with us immediately by emailing info@cutiepiecats.co.uk