I hope you love your Cwtch Cath order, but if something isn’t right, please get in touch.
Online Change-of-Mind Returns
For most items purchased through cwtchcath.com, you have the right to cancel your order within 14 days of receiving it, without needing to give a reason.
Once you have told me you wish to cancel, you then have a further 14 days to return the item.
Please contact:
Email: [email protected]
before returning an item so I know to expect it.
For change-of-mind returns, the customer is normally responsible for the cost of returning the item unless otherwise agreed.
Items should be returned safely packaged and, where possible, with their original packaging.
You are welcome to inspect an item in the same way you reasonably could in a shop. If an item has been handled or used beyond what is necessary to inspect it and its value has been reduced, an appropriate deduction may be made from the refund.
Refunds
Once your return has been received, refunds will normally be processed as soon as possible and no later than the applicable legal timeframe.
If you cancel your whole online order, the standard delivery charge paid for that order will also be refunded. If you chose a more expensive delivery method than the standard service offered, only the standard delivery amount needs to be refunded.
Refunds will normally be made to the original payment method.
Items That Cannot Normally Be Returned for Change of Mind
Certain legal exceptions may apply, including:
- items personalised or made specifically to your individual specifications;
- perishable goods;
- sealed goods which are unsuitable for return for health or hygiene reasons once the seal has been broken.
These exceptions do not remove your rights if an item is faulty, damaged or not as described.
Please note: a product being handmade or made in a small batch does not automatically make it non-returnable. Where an item is genuinely personalised or custom-made for you, this will be stated clearly on the product page.
Faulty, Damaged or Incorrect Items
If your item arrives damaged, faulty, incorrect or significantly different from its description, please contact me as soon as possible.
Where possible, please include:
your order number, photographs of the item, and photographs of the packaging.
Sending photographs within 48 hours where possible is really helpful for investigating postal damage, but this does not remove your statutory rights.
UK consumer law requires goods sold by a business to meet the relevant standards and gives customers remedies where they are faulty or not as described.
Secondhand & Curated Items
Some Cwtch Cath products are carefully sourced secondhand or vintage finds.
Any known wear, marks or imperfections will be described and photographed as clearly as reasonably possible. Please read the listing and look through the photographs before purchasing.
Secondhand does not mean faulty: however, the age, previous use and condition described in the listing should naturally be taken into account.
Physical Shop Purchases
Change-of-mind rights are different for items bought in person.
For purchases made at the physical Cwtch Cath shop, there is generally no automatic legal right to a refund simply because you change your mind. This does not affect your rights where an item is faulty, unsafe or not as described.
Cancellation Form
You do not have to use this form, but you can if you wish to cancel an eligible online purchase:
To: Cwtch Cath
Email: [email protected]
I hereby give notice that I wish to cancel my contract for the purchase of:
Item(s):
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Date: