Refund policy
At Kitty Sphere, UK consumers have a statutory 14-day right to cancel an online purchase.
You must tell us that you wish to cancel your order within 14 days after the day you, or a person nominated by you, receive the goods. You do not need to provide a reason.
Once you have told us that you are cancelling, you then have a further 14 days to return the goods.
How to request a return
To start a return, contact us at:
Please include:
- Your order number
- Your full name
- The item(s) you wish to return
If the item is damaged, faulty or incorrect, please let us know and, where useful, include photographs so that we can resolve the issue as quickly as possible.
We will provide you with the correct return address and return instructions.
Please do not send items back to the original sender unless we specifically instruct you to do so.
Condition of returned items
You may inspect the goods in the same way you would reasonably inspect them in a physical shop.
If the goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, we may make a lawful deduction from the refund to reflect any reduction in value.
Where reasonably possible, please return the item complete with its original packaging and accessories.
Return shipping costs
For returns made because you have changed your mind, you are responsible for the direct cost of returning the goods.
If an item is faulty, damaged, incorrect, misdescribed or otherwise does not conform to the contract, we will cover reasonable return costs or arrange an appropriate return method.
Your statutory rights in relation to faulty goods are separate from the 14-day cancellation right and are not limited by this policy.
Faulty, damaged or incorrect items
Please contact us as soon as reasonably possible if your item arrives faulty, damaged, incorrect or does not match its description.
UK consumer law provides separate remedies for faulty goods, including refund, repair or replacement depending on the circumstances.
Nothing in this policy excludes or limits your statutory rights.
Exceptions to the right to cancel
Certain goods may be exempt from the statutory cancellation right where the law provides an exception. Examples can include:
- Clearly personalised or custom-made goods
- Perishable goods
- Certain sealed goods that cannot be returned for health or hygiene reasons once unsealed
If you are unsure whether an exception applies to your order, contact us at contact@kittysphere.uk.
Orders already dispatched
If your order has already been dispatched, contact us as soon as possible.
We may not be able to stop the parcel before delivery. However, this does not remove your statutory cancellation right.
You can still notify us within the 14-day cancellation period and return the goods in accordance with this policy.
Refunds
Once you cancel your order and return the goods, we will refund:
- The price paid for the returned goods
- Standard outbound delivery charges, if you paid them
If you selected a more expensive delivery option, we are only required to refund the cost of the standard delivery option.
We will issue the refund without undue delay and within the applicable statutory timeframe. For returned goods, this is generally within 14 days of receiving the goods back.
Refunds will normally be made to the original payment method.
We may make a lawful deduction where the value of the goods has been reduced because they were handled beyond what was necessary to inspect them.
Please keep your proof of return or tracking information until your refund has been completed.
Model cancellation form — optional
You do not have to use this form. You may cancel your order simply by sending us a clear statement by email.
To: Kitty Sphere — contact@kittysphere.uk
I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature — only if sent on paper:
Date: