for the purrrfect gift...

Conditions of Use

As a Cats Whiskers Gifts shopper, we want your experience to be a pleasant and convenient one.

We also feel that having the right information at your fingertips helps to make the entire purchasing process run a little more smoothly. Below we have provided some pertinent information links for you to read over and consider at your leisure. Simply click on a topic to find the information you want.

Returning Goods
If for any reason you want to send back something you've bought from us, you can make use of our simple returns service; simply return it in as new condition within 14-days of receipt, or in accordance with your statutory rights.

Every delivery we send out includes an Advice Note which lists its contents. Please select a reason for return from the back of the advice note, and enter it next to the item you wish to return. It's essential that you return this Advice Note with your returns parcel, as this information will help us to improve our quality control when we examine the returned goods, as well as ensure a swift refund. If you don't have your Advice Note, simply write on a piece of paper the item number, your reason for returning and your name, address and customer number and make sure you enclose it with the goods.

PLEASE DON'T SEND PAYMENTS WITH RETURNED GOODS UNDER ANY CIRCUMSTANCES.

Returns via the Post Office
Please use the original packaging, tape the Royal Mail returns label over your own name and address and ensure your parcel is sealed.

Return Delivery Address:
19 Stilwells
Rochford
Essex
SS4 1EE

It is essential that you obtain a proof of posting* from the Post Office.

* Without or a proof of posting from the Post Office, we won't be able to credit your personal account if your returned parcel goes missing, so please keep it in a safe place. Your receipt / proof of posting will contain a unique reference number that you should quote if you have a query. Please keep this until your statement shows that your return has been credited.

Your home approval period
We're certain you'll be satisfied with all our products and services, but if you're not completely happy, you can be reassured by our 14-day home approval period. If anything you order from us within this time doesn't give you reasonable wear and tear due to either defective workmanship or materials, we should be able to replace it. Alternatively, we may credit your account with either all or part of the purchase price.

This guarantee is in addition to your statutory right, and doesn't affect them in any way. You must return any items to us in new condition within 14 days of receipt as after this date we may not accept them, and may send them back to you at your expense. If, at our sole discretion, we do accept your late return, we reserve the right to make a charge to cover our costs in processing it - currently, this charge is 3.00 per item. We'll issue you with a credit on your account for your late return, which you can apply to future orders.

Important Notice: Home Approval Exceptions
Certain goods and services on our website are NOT sold on home approval. Goods subject to this exception are clearly marked on the website. Examples of excluded goods include products which are made to your specifications, personal items. Your statutory rights are not affected in any way by this policy.

Consumer Protection (Distance Selling) Regulations 2000
You have the right to cancel your order for any item apart from items made to your specifications or clearly personalised items which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. If you wish to exercise your statutory right to cancel, you must notify us in writing within the statutory period and immediately return the items that you do not wish to keep to us at your cost (unless the goods were substitute goods which we selected for you). You must take reasonable care of the goods. If you cancel within the statutory period you may claim a refund of any sum you have paid concerning the goods, less any charges we may make for collecting the goods if you do not return them at your own cost.

Ordering replacement goods
If you want to order a replacement or exchange item, you can contact us through our website or call our Order line, but please don't do both or you may receive your order twice!

Important notice about knives
It is against the law to sell to people under 18 years of age, knives and certain other articles with a blade or point made or adapted for causing injury. These products cannot be purchased by any person under 18 years of age.

Price policy
When you submit an order via our website you will immediately receive a confirmatory e-mail as an acknowledgment of your order. This e-mail does not constitute acceptance of the order by us. Acceptance of your order and the formation of the contract between you and us will take place when we despatch the goods to you.

We describe every item across our websites as accurately as we can, and we believe they represent excellent value for money. Prices are correct at the time of publication. If our prices alter for any reason (upwards or downwards), we will notify you at or before the time you place your order. All orders are subject to our acceptance. Acceptance of your order and the formation of the contract between you and us will take place when the goods are despatched to you. On the rare occasions that there is an error online, we will do our best to inform you at the earliest opportunity when you order or before you receive the goods. Finally, all our products are subject to availability.

Protecting your interests and our complaints procedure
Our aim is to get it right first time, and if we do make a mistake we will try to put it right promptly. If you have a query or complaint, please call our enquiry line and one of our advisors will be happy to help you; we'll do our utmost to work with you to reach a satisfactory outcome over the phone. If we can't, or we need to do some more investigation, we'll confirm receipt of your complaint within five working days and in most cases resolve the problem within four weeks.

Complex complaints can take a little longer and if this is the case, we will always let you know when to expect an answer. If together we have not reached an agreement within eight weeks, we will provide you with information about the Financial Ombudsman Service.

You can contact us at any time while your complaint is being investigated, by writing to Service Resolution Manager, The Cats Whiskers Gifts, 19 Stilwells, Rochford, Essex, SS4 1EE. Don't forget to include your Customer Number so we can find your records quickly.
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