Refund policy
At AngryCat Customs, we want you to be happy with your purchase. If you need to return an item, please follow the process below.
This policy applies to purchases made through the AngryCat Customs website.
Nothing in this policy affects your statutory rights as a consumer.
1. Your Right to Cancel
If you are a consumer in the UK purchasing online, you generally have the right to cancel your order within 14 days of receiving your goods, without needing to provide a reason, subject to applicable legal exceptions and custom made products.
After telling us that you wish to cancel, you generally have a further 14 days to return the goods.
Where a valid cancellation is made, we will provide a refund in accordance with applicable law and this policy.
2. How to Request a Return
To request a return, please contact us at:
Email: returns@angrycatcustoms.uk
Please include:
Your full name.
Order number.
The item(s) you wish to return.
Reason for the return, if applicable.
Any relevant photographs if the item is damaged or faulty.
We will provide return instructions where appropriate.
Please do not send products to an address obtained from an old order or another source. Use the return instructions provided by AngryCat Customs for your specific order.
3. Condition of Returned Items
For a change-of-mind return, items should be returned in an appropriate condition.
Where reasonably possible, clothing should:
Be unworn.
Be unwashed.
Be free from stains, makeup, perfume, deodorant or other marks.
Have original tags attached where applicable.
Be returned with original packaging where reasonably possible.
You may handle and inspect clothing to the extent reasonably necessary to establish its nature, characteristics and functionality.
If an item has been handled beyond what would reasonably be allowed in a shop and this handling has caused a reduction in its value, we may be entitled to make a deduction from the refund where permitted by law.
Please not that 'change-of-mind' returns are only applicable to non-custom products. This does not affect your statutory rights.
4. Faulty, Damaged or Incorrect Items
If your item arrives:
Faulty.
Damaged.
Incorrect.
Significantly different from its description.
Please contact us as soon as reasonably possible.
Email: returns@angrycatcustoms.uk
Please provide your order number and photographs where appropriate.
We will investigate the issue and, where applicable, offer an appropriate remedy in accordance with your statutory consumer rights.
Depending on the circumstances, this may include a repair, replacement, refund or other remedy required by law.
You will not be required to follow the normal change-of-mind return process where the issue is that the product is faulty, damaged or otherwise does not conform to your legal rights.
5. Custom and Personalised Designs
Products that are created, printed, customised or personalised specifically for you are non-returnable and non-refundable for change-of-mind reasons.
Because these products are made specifically to your requested design, wording, image, colour, size or other specifications, we cannot normally accept returns simply because you have changed your mind, ordered the wrong option, or no longer want the product.
Custom and personalised products may be returned or replaced if they arrive damaged, defective, faulty, incorrectly produced, or materially different from the design or specifications agreed at the time of purchase.
If you receive a damaged, faulty or incorrectly produced custom product, please contact us at returns@angrycatcustoms.uk as soon as possible and provide your order number and photographs showing the issue.
We will assess the issue and, where applicable, provide an appropriate remedy in accordance with your statutory consumer rights.
Nothing in this section is intended to exclude or restrict any statutory rights that cannot legally be excluded or limited.
6. Return Postage
For a change-of-mind cancellation, you may generally be responsible for the direct cost of returning the goods unless we have agreed otherwise or applicable law requires us to pay the cost.
If an item is faulty, damaged, incorrect or otherwise does not conform to your statutory rights, we will deal with return costs in accordance with applicable law.
7. Refunds
Once we receive and assess your returned item, we will process any refund due to you.
Refunds will normally be made using the original payment method.
Where you exercise your statutory cancellation right, we will generally refund:
The amount paid for the returned goods.
The standard delivery charge you paid for the original order, where required by law.
We are not required to refund additional delivery costs where you selected a more expensive delivery option than the least expensive standard delivery method we offered.
8. Timing of Refunds
Where a statutory cancellation applies, we will process the refund within the period required by applicable law.
We may wait to issue a refund until we have received the returned goods or you have provided evidence that you have sent them back, whichever occurs first, where permitted by law.
Your payment provider or bank may take additional time to make the refunded funds available to you.
9. Exchanges
We may offer exchanges where practical, but an exchange is not necessarily available for every product, size or colour.
If you require a different size or product, please contact us at:
custom@angrycatcustoms.uk
Where an exchange is unavailable, you may return the original item where eligible and place a new order.
Custom or personalised products are not eligible for exchange due to change of mind unless otherwise agreed by AngryCat Customs.
Your statutory rights remain unaffected.
10. Sale and Discounted Items
Sale and discounted items are generally subject to the same statutory consumer rights as full-price products.
A discount or sale price does not remove your rights where a product is faulty, incorrectly described or otherwise fails to meet applicable legal requirements.
Additional promotional terms may apply to specific sales or offers.
11. Custom Design Approval
Where a custom product requires you to provide or approve a design, artwork, wording, image or other specification, you are responsible for checking that the information supplied or approved by you is correct before production.
Once production has started, we may not be able to make changes to a custom order.
We are not responsible for errors contained in customer-provided information that was correctly reproduced according to the information supplied or approved by the customer.
This does not affect your rights where the product itself is faulty, damaged, incorrectly produced or materially different from what was agreed.
12. Personalised or Customised Product Exceptions
Certain products may be exempt from statutory cancellation rights where permitted by applicable law because they are made to the customer's specifications or clearly personalised.
AngryCat Customs will identify applicable restrictions before purchase where reasonably required.
The exclusion of change-of-mind returns for custom products does not prevent you from exercising any statutory rights relating to faulty, damaged, defective, incorrectly supplied or incorrectly produced goods.
13. Hygiene and Other Exceptions
Certain goods may be excluded from cancellation rights where permitted by law, particularly where the nature of the product means that returning it after unsealing or opening it would create a relevant health or hygiene issue.
Where such an exception applies to a particular AngryCat Customs product, this will be communicated before purchase.
We will not use a hygiene exception to unfairly restrict statutory consumer rights.
14. Lost Returns
If you are responsible for returning an item, we recommend using a tracked delivery service and retaining proof of postage.
We cannot be responsible for a return that you send to us but which cannot be shown to have been delivered, except where applicable law provides otherwise.
15. International Returns
If you purchase from outside the UK, additional return arrangements may apply.
Customers outside the UK may be responsible for return shipping costs unless the product is faulty, incorrect or otherwise subject to a remedy for which we are responsible.
Any customs or import requirements relating to international returns should be followed carefully.
Custom and personalised products remain non-returnable for change-of-mind reasons unless applicable law requires otherwise.
16. Refunds for Cancelled Orders Before Dispatch
If you cancel an eligible order before it has been dispatched, we will make reasonable efforts to stop the order from being fulfilled.
If we are able to cancel the order before dispatch, any refund due will normally be issued to the original payment method.
If production or fulfilment of a custom or personalised product has already started, cancellation may not be possible where applicable law permits the relevant cancellation exclusion.
17. Contact Us
For returns, refunds, faulty products, damaged products, custom orders or other questions, please contact:
AngryCat Customs
Part of the AngryCatDesign LTD brand
Email: hello@angrycatcustoms.uk
Address: Suite RA01, 195-197 Wood Street, London, E17 3NU
Please include your order number whenever contacting us about an existing order.
AngryCat Customs - Part of the AngryCatDesign LTD brand
