Refund policy
We have a 30-day returns policy. This means you have 30 days after receiving your item to request a return.
This policy applies to orders placed directly with Safe Whiskers.
Nothing in this policy affects your statutory rights.
How to Start a Return
To start a return, please contact us at:
Please include your order number, name, contact details, and the reason for your return.
Items sent back to us without first requesting a return will not be accepted.
If your return is accepted, we will provide a return shipping label and instructions on how and where to send your package.
You can always contact us with any return questions at hello@safewhiskers.co.uk.
Change-of-Mind Returns
If you change your mind, you may request a return within 30 days of receiving your item.
To be eligible for a change-of-mind return, your item must be:
- Unused
- Uninstalled
- In the same condition that you received it
- Complete with all parts, fixings, accessories, and instructions
- In its original packaging where possible
- Accompanied by a receipt or proof of purchase
We reserve the right to refuse a change-of-mind return if the item has been used, installed, damaged, altered, modified, or returned incomplete.
14-Day Cancellation Right
For most online purchases in the UK, you have a legal right to cancel your order within 14 days of receiving your goods.
You do not need to give a reason for cancelling within this period.
If you cancel within this 14-day period, you then have a further 14 days to return the goods to us.
The goods must be returned unused, uninstalled, complete, and in suitable condition.
Return Postage for Change-of-Mind Returns
For change-of-mind returns, including returns made under the 14-day cancellation right, the customer is responsible for the cost of returning the item to us, unless the item is faulty, damaged on arrival, or incorrect.
If we provide a return postage label for a change-of-mind return, the cost of that return postage label will be deducted from your refund.
We will refund the original standard delivery charge where required by law. If you selected a more expensive delivery option, we will only refund the cost of our standard delivery option.
30-Day Goodwill Returns
In addition to your legal 14-day cancellation right, we offer a goodwill return period of up to 30 days from the date you receive your item.
For change-of-mind returns requested after the 14-day cancellation period but within 30 days of delivery, a 10% restocking and administration fee will be deducted from your refund.
This 10% fee does not apply to returns made under your 14-day cancellation right, or to returns where the item is faulty, damaged on arrival, incorrect, or otherwise covered by your statutory rights.
Damages and Issues
Please inspect your order when you receive it.
Contact us immediately at hello@safewhiskers.co.uk if your item is defective, damaged, missing parts, or if you have received the wrong item.
Please include your order number and photographs of the issue so we can assess the problem and make it right.
Condition of Returned Items
Returned items will be inspected before any refund is approved.
We may reduce your refund or refuse your return if the item is:
- Used
- Installed
- Damaged
- Dirty
- Altered or modified
- Missing parts, fixings, accessories, or instructions
- Not returned in suitable packaging
- Not in resaleable condition
- Handled beyond what is necessary to inspect the item
Where an item has been handled, used, installed, or damaged beyond what is necessary to inspect it, we may make a deduction from the refund to reflect the reduction in value.
Exceptions / Non-Returnable Items
We cannot accept returns for:
- Gift cards
- Custom, bespoke, or personalised products
- Products that have been installed
- Products that have been used
- Products damaged by misuse, incorrect installation, neglect, or accident
- Products returned incomplete
- Products not purchased directly from Safe Whiskers
Sale items may only be returned where required by law or where we agree otherwise in writing.
Exchanges
We do not offer direct exchanges.
The fastest way to get a different item is to return the item you have. Once the return is accepted, you can place a separate order for the new item.
Refunds
We will notify you once we have received and inspected your return and let you know whether the refund has been approved.
If approved, your refund will be processed to your original payment method.
Approved refunds will usually be processed within 10 business days. Please remember that your bank or credit card company may take additional time to process and post the refund.
If more than 15 business days have passed since we approved your refund, please contact us at:
Faulty, Damaged, or Incorrect Items
If your item is faulty, damaged on arrival, missing parts, or not what you ordered, please contact us as soon as possible at:
Where your claim is valid, we will offer a suitable remedy in accordance with your statutory rights. This may include a repair, replacement, or refund.
The 10% restocking and administration fee does not apply to faulty, damaged, missing, or incorrect items.
We will cover the reasonable cost of return postage where the item is faulty, damaged on arrival, incorrect, or otherwise does not meet your statutory rights.
Statutory Rights
This returns policy is provided in addition to your statutory rights.
Nothing in this policy limits or excludes your rights in relation to faulty goods, goods that are not as described, or any other rights that cannot legally be excluded.