Terms and Conditions
You can now return items to us using CollectPlus
We reserve the right to subsitute a product (if it's beyond our control to obtain it) with a similar product of equal or higher quality and value. You will, of course, have the option to except or decline this product.
Please Note: Credit and debit card payments will show on your statement as Cats and Canines or catsk9 if you pay using Paypal.
The sizes stated on product descriptions are approximate. We have no control over sizes at the point of manufacture.
The wicker pet basket sizes are approximate due to the nature of the natural wicker and being handmade, therefore, please allow a slight size tolerance.
We cannot guarantee the colour or design of the cushions that we include for free in our wicker pet baskets. All cushions for our wicker range may vary from that shown.
Refunds & Replacements
You have 14 days to cancel and return goods to us. If you are unable or unwilling to arrange return of the item(s) we reserve the right to charge a carriage fee of £8.95. This is to cover the cost of arranging for a courier company to collect the item from you. If we arrange collection, you must ensure someone will be there to hand the parcel over to the collecting driver. Failure to do so may result in a further charge for another collection from you. If you cancel your order after the goods have been sent we can usually stop the delivery and have the goods returned to us free of charge (as long as the goods have not been delivered). However, if the goods have already been delivered to you there will be a charge of £10 for a return in this instance. We are not a catalogue company, therefore, we cannot offer a free returns service.
If a product shows signs of use or damage from wear and tear we cannot except a return and a refund will not be given. Please ensure a duty of care to all products. Once a refund request is excepted, we shall be happy to send a replacement or refund your money in full within 14 days from receipt of return back to us. Please note that it may take a further 3 to 5 days for the bank to clear the refund payment (all days exclude weekends and bank holidays).
When returning an item, please try to keep all original packaging if you can. Please also ensure you keep your proof of return as we cannot be held responsible for goods lost in transit to us. You will need this proof to put in a claim with Royal Mail or any parcel delivery company you used to return the goods. We cannot give refunds for goods that we have not received. In the case of self assembly items if any parts are missing we reserve the right to charge you for the missing parts.
Important: Please ensure you measure your pet before ordering items that depend on size ie. pet beds, collars etc. You can either use your pets old bed/collar as a guide or use a tape measure. Please always remember to allow room for comfort.
If you return an item due to the wrong size being ordered and want another size sent, we reserve the right to charge a further delivery cost for a replacement to be sent.
We cannot give refunds for personalised goods unless they are faulty or damaged.
Some of our fabric pet beds will have protective wrapping. Please do not remove this until a decision has been made to keep the product.
If a product becomes faulty after 6 months from the day of receipt you will have to prove there was something wrong with the goods at the time of sale. We may also ask for proof of the fault. If after 6 months the fault has happened due to chewing, getting wet, standing on the product or any other way that isn't classed as normal use or maintenance of the product we cannot issue a refund or replacement. Any refunds issued after 2 months of receipt of the goods will not include the delivery cost.
Any offer or discount running on our website applies to online orders only and excludes delivery cost.
Customer Service Telephone/Email
Tel: 01634 222380 Monday - Friday 9am - 6pm Closed Saturday and Sunday
We aim to respond to your query within 24 hours.