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Refund Policy

Last updated: [17.01.2026]

This Refund Policy applies to purchases made from Custom Cat Cubes via our website www,customcatcubes.co.uk

We sell custom-made pet furniture, and this policy is designed to be fair while complying with UK consumer law.

 

1. Custom-Made Items

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All of our products are made to order based on your individual specifications.

Under the Consumer Contracts Regulations 2013, custom or personalised items are not eligible for returns or refunds unless they are:

  • Faulty

  • Damaged

  • Not as described

Please ensure all measurements, colours, and custom details are correct before placing your order.

 

2. Faulty or Damaged Items

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If your order arrives faulty or damaged, please contact us within 48 hours of delivery.

You must provide:

  • Your order number

  • A description of the issue

  • Clear photographs of the damage or fault

Once assessed, we will offer one of the following where appropriate:

  • A repair

  • A replacement

  • A full or partial refund

This is in line with your rights under the Consumer Rights Act 2015.

 

3. Incorrect or Not as Described Items

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If the item you receive is significantly different from what was described or agreed:

  • Please contact us within 48 hours of delivery

  • We will work with you to resolve the issue fairly

This may include repair, replacement, or refund depending on the circumstances.

 

4. Cancellations

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  • Orders for custom-made items cannot be cancelled once production has started.

  • If you wish to cancel before production begins, please contact us as soon as possible.

  • If cancellation is accepted before work has started, a full or partial refund may be issued.

 

5. Refund Processing

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  • Approved refunds will be processed to the original payment method.

  • Please allow 5–10 working days for the refund to appear, depending on your payment provider.

  • Any original delivery charges are non-refundable unless the item is faulty.

 

6. Return of Faulty Items

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If a return is required:

  • We will provide instructions on how to return the item

  • Return costs will be covered by us for faulty or incorrect items

Do not return items without contacting us first.

 

7. Exceptions

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We reserve the right to refuse refunds where:

  • Damage has been caused by misuse, neglect, or normal wear and tear

  • The issue was not reported within the stated timeframe

 

8. Your Legal Rights

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Nothing in this Refund Policy affects your statutory rights under UK consumer law.

 

9. Contact Us

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If you have any questions about this Refund Policy or need to report an issue, please contact us:

Business name: Custom Cat Cubes
Email: info@customcatcubes.co.uk

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