Last updated: 15 August 2026
Thank you for shopping with Love for Cats at loveforcats.co.uk. We want you to be happy with your purchase. Because we sell a mixture of physical, personalised, and digital products, the refund and cancellation rules differ depending on what you purchase.
This policy does not affect any statutory rights you may have under applicable UK consumer law.
1. Physical Products
For eligible non-personalised physical products, UK customers generally have the right to cancel their order within 14 days of receiving the goods.
After notifying us that you wish to cancel, you normally have a further 14 days to return the item.
To be eligible for a return, please take reasonable care of the product while it is in your possession.
Unless the product is faulty, damaged, incorrect, or otherwise not as described, you will normally be responsible for the cost of returning it.
Please contact us before returning an item so that we can provide the appropriate return instructions.
2. Personalised & Custom-Made Products
Products that are made to order, personalised, or customised specifically for you are generally excluded from the standard change-of-mind cancellation rights.
This may include products featuring:
- Your cat’s photograph or portrait
- Your cat’s name
- Personalised wording or messages
- Custom colours or design choices
- Artwork created specifically from information or photographs you provide
However, if a personalised product arrives faulty, damaged, incorrect, or not as described, please contact us so that we can resolve the problem.
3. Digital Downloads
Due to the nature of digital products, cancellation and refund rights can be affected once downloading or access to the digital content begins.
Where required, you may be asked to expressly consent to receiving the digital content immediately and acknowledge that doing so means losing your statutory 14-day cancellation right once the download or access begins.
Once a digital product has been downloaded or accessed following that consent and acknowledgement, we do not normally offer refunds simply because you change your mind.
This includes digital products such as:
- Printable artwork
- PNG and digital artwork files
- Colouring books
- eBooks and guides
- Clipart and design bundles
- Templates
- Other downloadable files
This does not affect your legal rights if the digital content is faulty, not as described, or does not meet the standards required by law.
4. Commercial & Print-on-Demand Licences
Where a digital product includes a Commercial or Print-on-Demand (POD) Licence, the licence forms part of the digital purchase.
Once the digital files have been accessed or downloaded in accordance with the digital-content provisions above, refunds will not normally be provided because you decide that you no longer wish to use the commercial licence.
Please read the licence terms supplied with the product carefully before using the artwork commercially.
5. Faulty, Damaged or Incorrect Products
If you receive a product that is damaged, faulty, incorrect, or significantly different from its description, please contact us as soon as possible.
Please include:
- Your name
- Order number
- Description of the problem
- Clear photographs of any damage or incorrect item, where appropriate
We will review the issue and, where applicable, arrange a suitable remedy such as a replacement, repair, price reduction, or refund in accordance with your legal rights.
6. Problems With Digital Files
If you experience a problem downloading, opening, or accessing a digital product, please contact us before purchasing the product again.
We will try to help resolve technical delivery issues or provide access to the files again where appropriate.
A technical problem with accessing a file does not necessarily mean you need to purchase another copy.
7. Refunds
Where a refund is due, it will normally be made using the original payment method.
Processing times can vary depending on your bank, card provider, or payment service.
For eligible cancellations of physical goods, refunds will be handled in accordance with applicable UK consumer law, including any qualifying standard delivery charges where required.
8. Return Shipping
If you are returning an eligible product because you have changed your mind, you will normally be responsible for the return postage unless we state otherwise.
If an item is faulty, damaged, incorrect, or not as described, please contact us before returning it so that we can provide appropriate instructions.
We recommend obtaining proof of postage when returning products.
9. Sale & Promotional Items
Purchasing an item during a sale or promotion does not remove your statutory consumer rights.
Any restrictions relating to personalised products or downloaded digital content will continue to apply as described in this policy.
10. Contact Us
If you have any questions about a return, cancellation, refund, or digital download, please contact us before sending anything back.
Love for Cats
Website: loveforcats.co.uk
Email: support@loveforcats.co.uk
Please include your order number whenever possible so we can deal with your enquiry more quickly.
Your Statutory Rights
Nothing in this Refund & Returns Policy is intended to exclude, restrict, or replace any rights you have under applicable UK consumer protection law, including the Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
