Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sales@cators.co.uk. Please note that returns will need to be sent to the following address: 21-24 Kent House, Old Bexley Business Park, Bexley, Kent, DA5 1LR
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sales@cators.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@cators.co.uk.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sales@cators.co.uk. Please note that returns will need to be sent to the following address: 21-24 Kent House, Old Bexley Business Park, Bexley, Kent DA5 1LR
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sales@cators.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@cators.co.uk.
Cators Returns & Refund Policy
Returns & Refunds
We want you to be happy with your Cators purchase. If you need to return an item, please contact us first so we can advise the best way to proceed.
Changed your mind
For non-personalised items bought online, you may cancel your order within 14 days of receiving it. Once you have told us that you wish to cancel, you then have a further 14 days to return the item to us.
Items must be returned unused, in their original condition and, where possible, with the original packaging.
Once we receive the returned item, we will refund you within 14 days. We will refund the original standard delivery charge where applicable, but not any extra cost paid for upgraded or express delivery.
Personalised and engraved items
Personalised, engraved, bespoke or custom-made items cannot usually be returned or refunded unless they are faulty, damaged, not as described, or we have made an error with the personalisation.
Please check all engraving text carefully before placing your order. We cannot accept responsibility for customer spelling mistakes or incorrect wording supplied at checkout.
Faulty, damaged or incorrect items
If your item arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible with your order number and photographs of the issue.
Where appropriate, we will offer a repair, replacement or refund. Your statutory rights are not affected.
Return postage
For change-of-mind returns, the customer is responsible for return postage unless we agree otherwise.
For faulty, damaged or incorrect items, we will cover reasonable return postage or provide return instructions.
We recommend using a tracked and insured service, as the item remains your responsibility until it reaches us.
How to start a return
Please email us with:
- your order number
- your name
- the item you wish to return
- the reason for return
- photographs, if the item is faulty, damaged or incorrect
We will then confirm the return address and next steps.
Exclusions
We cannot accept returns for items that have been used, damaged after delivery, altered, engraved by a third party, or returned incomplete, unless the item is faulty or not as described.
Statutory rights
This policy does not affect your statutory rights.