Important Delivery Notes

Processing Time: All orders are typically processed and handed to the courier within 3 working days.
Global Shipping: We are delighted to post our unique cats worldwide. Please note that international customers are responsible for any local customs duties, taxes, or fees that may be applied upon arrival.

Returns & Refunds Policy

We guarantee your satisfaction with every product. All our products are covered by a “no fuss guarantee,” and your statutory rights under UK Consumer Law are fully protected.

1. Your Right to Cancel (Change of Mind)

Under the Consumer Contracts Regulations 2013, you have a statutory right to cancel your order for any reason if you notify us within a specific timeframe:

• Cancellation Period: You must notify us of your decision to cancel within 14 calendar days from the day after you (or someone nominated by you) receive the goods.
• Return Deadline: Once you have notified us of your cancellation, you have a further 14 calendar days to return the item(s) to us.
• Condition of Goods: Items must be returned in a condition that allows us to resell them. While we understand you may need to open the packaging to inspect the item, the goods must be returned complete, undamaged, and preferably in their original packaging.
• Refund Amount: We will refund the full price of the item(s) plus the cost of the original standard delivery charges (if applicable).
• Return Cost: If you cancel the order, you are responsible for the cost of returning the item(s) to us. We recommend using a tracked and insured service, as the goods remain your responsibility until we receive them.

2. Faulty or Not As Described Goods

The Consumer Rights Act 2015 states that all goods must be of satisfactory quality, fit for purpose, and as described.

• 30-Day Right to Reject: If your item arrives faulty, damaged, or is not as described, you have a 30-day right to reject the item from the date of delivery for a full refund.
• Beyond 30 Days: If a fault develops after 30 days but within six months of purchase, you are entitled to a repair or replacement. If a repair or replacement is not possible or fails, you are entitled to a full refund (or a partial refund if you have had significant use of the item).
• Return Cost: If the item is confirmed to be faulty or damaged upon arrival, we will cover the cost of the return postage. Please contact us first so we can advise on the best return method.

How to Initiate a Return

To process a return, please follow these steps:

• Contact Us: Send an email to sales@yorkluckycats.co.uk with the following information:
  • Your full name and order number.
  • The item(s) you wish to return.
  • The reason for the return (e.g., “Cancellation – Change of Mind,” or “Faulty – Item Damaged”).
• Wait for Confirmation: We will confirm receipt of your cancellation request and provide any necessary return instructions.
• Package and Post: Securely package the item(s) to prevent damage during transit.
• Send Returns To:
  
  York Lucky Cat Shop
  34 Coney Street,
  York YO1 9ND

Refund Processing

Refund Timeline: Once we receive the returned item(s), we will inspect them and process your refund within 14 calendar days to your original method of payment.
Notification: You will be notified by email once the refund has been successfully processed. Please note that depending on your bank or payment provider, it may take a few additional days for the funds to appear in your account.