Refund policy

We want you to feel good in what you order. Please review the size guide, colour and product details before purchasing.

Changing your mind

If you are a consumer in the United Kingdom, you may tell us that you wish to cancel an eligible online order within 14 days of receiving it. After telling us, you have a further 14 days to return the item.

To begin a return, email [YOUR EMAIL] with your order number. Please wait for written return instructions before sending anything. Do not return an item to the sender address printed on the parcel unless we expressly authorise that address for your return. Parcels sent to an unauthorised address may be refused and may delay or prevent us from processing the return.

Returned items must be unworn, unwashed and in their original condition, with labels attached. You may inspect and try on an item as you would in a shop, but we may reduce a refund if handling has diminished its value.

For a change-of-mind return, the customer is responsible for return postage to the authorised address we provide. We recommend using a tracked service, as the parcel remains your responsibility until it reaches us. Returned stock is handled by CATKEEPER STUDIO.

Items that cannot be returned for change of mind

We cannot accept change-of-mind returns for goods that are made to your individual specification or clearly personalised for you, where the legal exception applies. This does not affect your rights if an item is faulty, damaged or not as described.

Standard CATKEEPER STUDIO designs offered to all customers are not treated as personalised merely because they are produced after an order is placed.

Faulty, damaged or incorrect items

If your item is faulty, damaged, misprinted or different from what you ordered, contact support@catkeeperstudio.com as soon as possible with your order number, a description and clear photographs or video. We will assess the issue and investigate it with the relevant production or delivery partner where appropriate. Do not send the item anywhere until we provide instructions. We will arrange an appropriate remedy in line with your legal rights, which may include a replacement, repair or refund. Where a return is required because of our error, we will cover reasonable return costs.

Refunds

Once a return is received, we will inspect it and confirm the outcome by email. Approved refunds are sent to the original payment method.

Where the UK cancellation right applies, we will refund the item price and the cost of the least expensive standard delivery option offered for the order. Extra amounts paid for express or upgraded delivery are not refundable beyond the standard delivery cost. Refunds will be made within the times required by law; your bank or payment provider may take additional time to display the funds.

Exchanges

We do not offer direct exchanges because replacement products are made as new orders. If you would like another size or colour, notify us within the applicable return period, return the eligible item, and place a new order. A wrong size or colour selected by the customer is not a production fault, but this does not remove any statutory cancellation right that applies to the purchase.

Cancellations and order changes

Contact us immediately if you need to cancel or change an order. Because products move into production quickly, we cannot guarantee that a submitted order can be changed or stopped. If production has not started, we may be able to cancel the order so that you can place a corrected one. Once production has started, changes to the item, size, colour, quantity, design or delivery method may no longer be operationally possible. This does not limit any cancellation rights you have under applicable law.

Nothing in this policy limits your statutory consumer rights.