Refund policy

RETURNS AND REFUND POLICY

We have a 30-day return policy. You have 30 days from the day your item arrives to ask us for a return.

To be eligible, the item needs to be in the condition it reached you in — unused, and in its original packaging. Have your order number to hand; that's all we need, no receipt hunting.

If your cat won't use it

A cat can't tell you whether it likes a basket without getting into it. So if yours has genuinely given it a go and still won't settle, get in touch — we'd rather hear from you than have you stuck with it.

Please give it a couple of weeks first. Cats decide slowly, and most that ignore a new bed for the first few days come round to it.

If it's still a no within your 30 days, email us at info@capnerscreations.co.uk with your order number and a photo of the basket. We'll look at it individually and sort out a refund. Depending on the condition we may ask you to send it back — or we may tell you to keep it and pass it on to a friend's cat or a local shelter. We'll decide that with you rather than leaving you to guess.

This is goodwill on top of your legal rights, offered once per customer. It doesn't affect your 14-day right to cancel or your rights over faulty goods, both set out below.

To start a return

Email us at info@capnerscreations.co.uk. Returns go to:

Mew & Moss
5 Meadow Close
Landkey
Barnstaple
Devon
EX32 0NB
United Kingdom

Please don't send anything back before asking. Parcels that arrive unannounced are hard to match to an order, which delays your refund — and we can't accept them.

Where the item is faulty, damaged or simply not what you ordered, we'll cover the return postage. Otherwise the cost of returning it is yours.

Any question at all about a return, email info@capnerscreations.co.uk. A person reads every message, and we reply within 1–2 working days.

Damages and issues

Have a look at your order when it arrives, and tell us straight away if anything is defective, damaged, or simply the wrong item.

Send a photo — that's all we need to put it right, and you won't need to return anything.

One thing worth knowing first: a rope basket ships folded, so it can arrive oval rather than round, with the sides leaning inward. That's normal rather than damage. Ease the walls outward with both hands and leave something soft and weighty in the middle overnight — it settles back into shape as it gets used.

Exceptions / non-returnable items

Custom or personalised orders can't be returned, and nor can gift cards.

Sale and clearance items can be returned within the 14-day cancellation window described below, exactly like anything else. After that window they can only be returned if they're faulty.

If you're unsure whether something you've ordered can be returned, just ask.

Exchanges

The quickest way to get what you want is to return the item you have and place a new order once the return is accepted. If you'd rather we handled it as a straight swap for a different size or colourway, say so and we'll do our best.

Your 14-day right to cancel

Separately from our own 30-day policy, buying online gives you a legal right to cancel your order within 14 days of receiving it, for any reason and without justification. That comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Tell us within those 14 days and you then have a further 14 days to send the item back. As above, it needs to be unused and in its original packaging, and we'll need your order number. We'll refund the price of the item plus the standard delivery charge, if you paid one.

This right applies to sale items too, and nothing on this page reduces it. If you're ordering from within the European Union, the equivalent 14-day cooling-off period applies in the same way.

Refunds

We'll let you know once we've received and inspected your return, and whether the refund has been approved. If it has, we'll refund you to your original payment method within 14 days of the return reaching us — usually sooner. Bear in mind that your bank or card provider may take a little longer again to post it to your statement.

If you still can't see it 10 working days after we've confirmed your refund, email info@capnerscreations.co.uk and we'll chase it.

Your statutory rights

This policy adds to your legal rights; it doesn't replace them. As a UK consumer you have rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 that no shop policy can take away — including 30 days from delivery to reject faulty goods for a full refund. If anything on this page appears to conflict with them, your legal rights win.