Refund policy

Owl ‘n Pussycat Returns policy

Returns & Refunds

We want you to be happy with your purchase. If you change your mind about an item, you can return it to us within 30 days of receiving your order.

Returns

To be eligible for a return, items should be returned in the condition in which you received them, with any original tags and packaging where applicable. You may handle an item to the extent necessary to establish its nature, characteristics and how it works, in the same way that you would in a shop.

To start a return, please contact us at owlnpussycat@gmail.com within 30 days of receiving your order. Please include your order number and details of the item(s) you wish to return.

Please do not send items back without contacting us first. We will provide the return instructions and the address to which your return should be sent.

Unless an item is faulty, damaged, incorrect or otherwise does not conform to the contract, the cost of returning an unwanted item is the customer's responsibility.

Damaged, faulty or incorrect items

Please inspect your order when you receive it and contact us as soon as reasonably possible if an item is damaged, defective or you have received the wrong item.

Please provide your order number and, where useful, photographs of the item and its packaging. We will assess the problem and arrange an appropriate remedy.

Your statutory rights are not affected by this policy. If an item is faulty or does not conform to the contract, you may have rights to a repair, replacement, price reduction or refund under applicable consumer law.

Items that cannot normally be returned

The 30-day change-of-mind return policy does not apply to certain items where the law provides an exception. These may include:

• Items made to your specifications or clearly personalised for you.
• Items which are sealed for health or hygiene reasons where the seal has been broken.
• Items which are liable to deteriorate or expire quickly.
• Other goods or services for which a statutory exception to the right to cancel applies.

If you are unsure whether an item can be returned, please contact us before sending it back.

Nothing in this section affects your statutory rights if an item is faulty or otherwise does not conform to the contract.

Sale items and promotional items

Sale and promotional items may be returned under the same terms as other items unless a particular statutory exception applies.

Your statutory rights are not affected by a sale or promotional price.

Exchanges

If you would like a different item, size or colour, please contact us. Depending on availability, we may arrange an exchange.

Where an exchange is not practical, we may ask you to return the original item and place a new order for the replacement.

Your statutory right to cancel

For most goods purchased online, you have a statutory right to cancel your order within 14 days of receiving the goods, without giving a reason.

If you exercise this right, you must notify us of your decision to cancel within the 14-day cancellation period. You then have a further 14 days to send the goods back to us.

Unless the goods are faulty, damaged or incorrect, you are normally responsible for the cost of returning them.

We will refund the payments we have received from you, including the cost of standard delivery, subject to the applicable legal requirements. If you chose a more expensive delivery service, we only need to refund the equivalent of the least expensive standard delivery option we offered.

We will normally issue your refund within 14 days of receiving the returned goods, or receiving evidence that you have sent them back, whichever is earlier. Refunds will normally be made using the original payment method.

We may make a deduction from the refund if the goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning and their value has consequently been diminished.

Refunds

Once we have received and inspected your return, we will confirm whether the refund has been approved.

Approved refunds will be made to the original payment method. The time taken for the refund to appear in your account may depend on your bank or payment provider.

If you have any questions about a return or refund, please contact us at owlnpussycat@gmail.com

The Owl & The Pussycat
Culm Vale Country House
Exeter
EX5 4EG