Returns at Catipilla are simple and straightforward.
If you wish to return any item for any reason, you can do so within 30 days of delivery. We only request that the item is returned to us in pristine condition so please ensure that you package the item securely for the return journey. We suggest using the same packaging that the product arrived in.
If you wish to return a product, simply send an email to [email protected] and we’ll be in touch to confirm the correct return address. We will also ask you the reason for the return so that we can continually learn from our customers’ experience.
Once we receive your return, we will refund you for the full product amount plus any shipping charge that you originally paid for the product(s). You are responsible for the cost of returning the product(s) to us unless the return is due to a fault of our making.
And that is our return policy in a nutshell, unless you actually want to read all of the legal stuff below as well?
The Legal Stuff
Our Returns Policy forms part of, and must be read in conjunction with, our Terms of Service. We reserve the right to change this Returns Policy at any time.
It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate.
Before attempting to return an order or item you will need to contact us at [email protected]
Your Statutory Rights
Our Returns Policy does not affect your statutory rights.
For more information about your other statutory rights, please visit the UK Government’s website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.
Right To Cancel
You have the right to cancel this contract within 30 days without giving reason.
The cancellation period will expire after 30 days from the day on which you acquire goods from us, or a third party other than the carrier and indicated by you, acquires physical possession of the goods.
To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement on email to [email protected].
Please ensure that the items you are returning are unopened and in any original packaging.
Unwanted goods need to be in pristine condition.
Effects Of Cancellation
If you choose to return the goods we will reimburse to you all payments received from you, including the cost of delivery (except for any supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
You will have to bear the direct cost of returning the goods.
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay and not later than:
(a) 30 days after the day we receive back from you any goods supplied; or
(b) (if earlier) 30 days after the day you provide evidence that you have returned the goods; or
(c) if there were no goods supplied, 30 days after the day on which we are informed about your decision to cancel the contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.
What Should I Do If I Receive An Incorrect Item?
Please contact [email protected] in the first instance.
We have high standards when it comes to packaging your order however mistakes do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our utmost to resolve your query with speed, ease and with absolute minimal inconvenience.
We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
What Should I Do If My Item Is Damaged?
Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.
We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.
In the event of damage, please contact [email protected] and attach any pictures you have of the damage to the email. A member of our team will review the details and offer the best resolution to resolve your query.
How Do I Report A Fault With My Product?
Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.
In order to do this we ask that you contact [email protected] and please provide details of the fault including pictures where possible.
How Do I Arrange A Return?
Please contact [email protected] to arrange your return.
We will need to know your order number, the item you want to return and the reason for return.
You will need to obtain a proof of postage receipt when you return your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit.
If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
Will You Refund My Postage Costs If I Return An Item?
We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:
a) If we sent you the wrong item
b If the item is damaged or faulty
c) Where you are returning a substitute item which you do not want to keep
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.
If you are not satisfied with the way in which we have handled the return, replacement or repair of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact [email protected] who will be pleased to help.