KITCATS Returns, Refunds and Cancellations Policy

Last updated: 15 October 2026

KITCATS is a trading name of HUNT COMMERCE LTD, a company registered in England and Wales under company number 17109758.

We want you and your cat to be happy with your purchase. This policy explains how returns, refunds and cancellations work when you shop with KITCATS.

1. Returns

You may be eligible to return an item under this policy or your statutory rights under applicable consumer protection law.

For change-of-mind returns, items should be returned in their original condition, with tags and original packaging where reasonably possible. You may inspect goods as you would in a physical shop.

We may reduce a refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, where permitted by law.

Some products may be exempt from change-of-mind cancellation rights where a lawful exemption applies. Any applicable restrictions will be explained before purchase where required.

Nothing in this policy affects your statutory rights.

2. How to Start a Return

Please contact us at meow@kitcats.co.uk before sending an item back. Include your order number and explain why you wish to return the item.

We will provide instructions on how to proceed. As KITCATS uses third-party suppliers and fulfilment arrangements, please do not send products directly to a supplier or fulfilment address unless we have specifically instructed you to do so.

For change-of-mind returns, you may be responsible for the direct cost of returning goods, provided this was communicated before purchase and applicable law permits it.

If an item is faulty, damaged, incorrect or not as described, contact us so we can help resolve the issue in accordance with your legal rights.

3. Damaged, Defective or Incorrect Items

Please inspect your order when it arrives and contact us as soon as reasonably possible if an item is damaged, defective, incorrect or not as described.

Email meow@kitcats.co.uk with your order number, a description of the issue and photographs where helpful.

We will assess the issue and explain the available options. Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, refund or another remedy.

You will not be required to pay return costs where the law requires us to cover them.

4. Exceptions and Non-Returnable Items

Certain goods may be excluded from change-of-mind cancellation rights where a legal exemption applies. Examples may include:

• Personalised or custom-made products produced to your specifications.

• Sealed goods unsuitable for return for health protection or hygiene reasons, where the seal has been broken after delivery.

• Other goods covered by a specific statutory exemption.

These exceptions do not automatically apply to every product in a category. We will assess the circumstances and applicable law.

No exclusion removes your statutory rights in relation to faulty, misdescribed or otherwise non-compliant goods.

If you are unsure whether a product is eligible for return, contact us before sending it back.

5. Exchanges

If you would like to exchange an item, contact meow@kitcats.co.uk before returning it.

Exchanges are subject to product availability and the applicable return terms. If an exchange is unavailable, we will explain the alternative options.

Your statutory rights remain unaffected.

6. United Kingdom Cancellations

If you are a consumer in the United Kingdom and purchase eligible goods online, you generally have the right to cancel your order within 14 days after the day you receive the goods, without giving a reason, subject to applicable legal exceptions.

If your order contains multiple goods delivered separately, the cancellation period will generally run from the day you receive the last item.

To exercise your cancellation right, clearly inform us of your decision within the cancellation period by contacting meow@kitcats.co.uk.

You must then return the goods within 14 days of notifying us of your cancellation.

Unless we have agreed otherwise or the law requires otherwise, you are responsible for the direct cost of returning goods when exercising a change-of-mind cancellation right, provided you were informed of this before purchase.

We will refund eligible cancellations within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever occurs first.

The refund will include the price paid for the goods and the cost of our least expensive standard delivery option, where required by law. Additional costs resulting from your choice of a more expensive delivery option may not be refundable.

We may make a lawful deduction for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Some products and circumstances are exempt from cancellation rights under applicable law.

7. European Union Cancellations

If you are a consumer in the European Union and purchase eligible goods online, you may generally cancel your order within 14 days after receiving the goods, subject to applicable legal exceptions.

If your order contains multiple goods delivered separately, the cancellation period will generally run from the day you receive the last item.

To cancel, contact meow@kitcats.co.uk with a clear statement that you wish to cancel your purchase. You must return the goods within 14 days of notifying us.

We will refund eligible cancellations within 14 days of being informed of your decision. Where permitted by law, we may withhold the refund until we receive the returned goods or evidence that they have been sent back, whichever occurs first.

Refunds will include the price paid and the cost of standard delivery where required by law. Additional costs for a more expensive delivery option may not be refundable.

Any lawful deduction for diminished value and any applicable statutory exceptions will be handled in accordance with the consumer protection law applicable to your purchase.

8. Refunds

Once we receive and assess a returned item, we will notify you of the outcome where appropriate.

Approved refunds will normally be issued to your original payment method unless another method is agreed or required by law. Processing times may vary depending on your bank or payment provider.

Where a statutory cancellation refund is due, we will process it within the applicable legal timeframe. Other refunds will be processed within a reasonable period and in accordance with applicable law.

If you believe a refund is overdue, contact meow@kitcats.co.uk and include your order number.

9. Your Statutory Rights

This policy does not limit or replace any rights you have under applicable consumer protection law.

Depending on the circumstances, your rights may include remedies where goods are faulty, not as described, unfit for their intended purpose or not delivered as agreed.

Nothing in this policy excludes or restricts any right that cannot legally be excluded or restricted.

10. Contact Information

For cancellations, returns, exchanges, damaged items or refund enquiries, please contact us:

KITCATS
A trading name of HUNT COMMERCE LTD
Company number: 17109758

Email: meow@kitcats.co.uk
Telephone: 020 3918 3968