You must request, by email to office[at]felinfach[dot]com, 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.
Return and Refunds Terms
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.
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 (£9.20 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 company and simply cannot afford to offer free return shipping.Returns are to be posted using a trackable service as mentioned below. We are not open to the public and will not accept a hand delivered item.
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.
Bespoke, Personalised or Sale Products
Only regular priced items may be refunded. Unfortunately, sale items, bespoke or personalised items cannot be refunded.
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.
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