Refund policy

 

At Cat’s Best, we want you and your pet to be happy with your purchase. If you experience any issues with your order, please contact us by email at catsbest@su-bridge.co.uk with your name, address, order number, contact details and a brief description of the issue.

I ordered the wrong product or changed my mind. Can I return it?

Yes, you can return unopened and unused products in their original, undamaged packaging.

Please contact us within 14 days of receiving your order to let us know you would like to return it. You then have a further 14 days to send the item back to us.

Returns should be sent to:

Cat’s Best
Su-Bridge Pet Supplies
Cressingham Road
Saham Toney
Thetford
Norfolk
IP25 7AA

Customers are responsible for the cost of returning items unless the product is faulty, damaged or incorrect.

We reserve the right to make a reasonable deduction from the refund if the item or packaging has been handled beyond what is necessary to inspect it, or if it is returned in a condition that affects its resale value.

Refunds will be processed within 14 days of receiving the returned goods, or receiving proof that the goods have been returned.

If you would like to exchange your item for another product, we will be happy to help. An additional delivery charge of £7.19 may apply.

My item is damaged or faulty

If your item arrives damaged or appears to be faulty, please contact us as soon as possible with your order number and photos showing the issue, including images of the product, inner packaging and outer packaging where possible.

We will review the information provided and contact you to arrange a suitable resolution.

I received the wrong item

If you have received the wrong item, please contact us with your order number and details of the item received.

We will arrange a suitable resolution, which may include sending the correct item, arranging a collection, or issuing a refund where appropriate.