Refund policy
Returns & Refunds Policy
Last Updated: 2 June 2026
At Cat Trees Online, we want you to be happy with your purchase. If you need to return an item, we're here to help.
Returning an Item
You may return most items within 30 days of delivery.
To start a return, please contact us at:
Please include:
-
Your order number
-
The item(s) you wish to return
-
The reason for the return
Once we receive your request, we will provide instructions on how and where to return the item.
Please do not return any items without contacting us first, as returns may need to be sent directly to one of our suppliers or fulfilment partners.
Unwanted Items
If you have changed your mind, you may return your item within 30 days of delivery.
Items must be:
-
Unused
-
In their original packaging
-
In a resaleable condition
Unless the item is faulty, damaged or supplied incorrectly, you are responsible for the cost of returning the item.
Faulty or Damaged Items
If your order arrives damaged, faulty or incorrect, please contact us within 7 days of delivery at:
Please provide:
-
Your order number
-
A description of the issue
-
Photographs showing the damage or fault where possible
We will review the issue and arrange an appropriate resolution, which may include:
-
Replacement parts
-
A replacement item
-
A partial refund
-
A full refund
Missing Parts
If your item is missing any parts, please contact us within 30 days of delivery.
Please include:
-
Your order number
-
The product name
-
Details of the missing part
-
Photographs if applicable
We will work with the manufacturer or supplier to resolve the issue as quickly as possible.
Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
Approved refunds will be issued to your original payment method.
Please allow up to 14 days for your refund to be processed, although most refunds are completed sooner.
Depending on your payment provider, it may take a few additional business days for the funds to appear in your account.
Cancelling an Order
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:
If your order has not yet been dispatched, we will cancel it and issue a full refund.
If your order has already been dispatched, you may still be able to return it under this Returns Policy.
Consumer Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations.
If goods are faulty, not as described or unfit for purpose, you may be entitled to a repair, replacement or refund in accordance with UK consumer law.
Contact Us
For all returns, refunds and order enquiries, please contact:
Link Retail Group Ltd trading as Cat Trees Online
Email: hello@catreesonline.co.uk
Postal Address:
Suite RA01
195-197 Wood Street
London
E17 3NU
United Kingdom