Returns and Refunds

Refunds and Returns - How to receive your refund

Return Process and Terms

We love the products we design and firmly believe in their quality. We really hope you will be happy with your items, but if not then we can either exchange your item purchased or give you a refund, subject to the terms below. 

  • You must get a Return Authorisation Code (RAC) number from FelinFach before any purchases will be accepted for return. We will provide you with the return address with the RAC Number.
  • You must inform us within 14 days of receipt of your purchase and return the item to us within another 14 days
  • If you inform us after 14 days, unfortunately we can’t offer a refund or exchange. We are entitled to withhold reimbursement until we have received the goods back from you or until you have produced evidence of having sent back the goods. 
  • Your purchase is returned in the same condition as it was dispatched in the original packaging
  • On receipt by FelinFach, the items will receive the same quality check as takes place on dispatch. On Returns this check will be for damage as well as use.

Bespoke, Personalised or Sale Products

Only regular priced items may be refunded. Unfortunately sale items, bespoke or personalised items cannot be refunded. 

International Returns

If I Refuse to Pay any Customs Duties? 

If, for whatever reason, you refuse the customs duties and the parcel is returned back to FelinFach, a shipping and handling fee plus any fees charged to us by Customs on the return of the parcel, will be deducted from your refund.

How to request a return

  • If you have received a damaged or faulty item from us please let us know as soon as possible.
  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  • If you are approved, then your refund will be processed, and a credit will automatically be applied via your original method of payment, within a few days.
  • If you received free postage on the purchase (now being returned), the cost of the postage (£7.65 or more for larger parcels) will be deducted from the refund.
  • You are responsible for paying the shipping costs for returning your purchase. We are a small growing company and simply cannot afford to offer free return shipping.
  • If you are returning an item over £50, please use a trackable shipping service with the product insured to its full value. Proof of postage is not proof of receipt.

Last updated February 2022

    You may cancel a contract to purchase a product or products at any time within 7 working days after the day you received the relevant products or products (subject to the limitations set out below). 
    You will not have any such right insofar as a contract relates to: (i) the supply of products the price of which is dependent upon fluctuations in financial markets which we cannot control; (ii)  the supply of goods made to your specifications or clearly personalised, that is Bespoke Goods, (111), Gift Vouchers.
    If you cancel a contract on this basis, you must inform us in writing (for example, by email) and return the products to us immediately, in the same condition in which you received them.  Products returned by you in accordance with this Section will be refunded in full (including the cost of us sending the products to you).  However, you will be responsible for paying the cost of returning the product to us.
    If you cancel a contract on this basis and you do not return to the products to us, we may recover the products and charge you for the costs we incur in doing so.  Similarly, if you return the products at our expense, we may pass that expense on to you.