Refund policy
Returns
Can I return my order? Yes. If you are not completely satisfied with the items you ordered, you can return them within 30 days of receipt. The following conditions must be met:
- The order still contains all the appropriate parts and components, and the packaging is in the same condition as when it was received.
- Only normal handling of the product is evident — damage due to negligent handling is excluded.
- Products for which hygiene is important have been thoroughly cleaned before starting the return process.
- Any defect was reported to us promptly upon receipt.
A return will be processed within 7 business days of the goods reaching us, and where the conditions above are met, the return will be officially approved within this period. We reserve the right to refuse returned items if we suspect they have been used or damaged through no fault of our own.
How do I return my order?
If your order meets the conditions above, follow these steps to start the return process. Send an email to info@catherine-meyers.com and make sure the email contains the following information:
- Order number
- Reason for the return request
- Photos of the product in the case of damage
- Customer's first and last name
- Customer's address
We will then contact you and provide the correct return address. Please never send the package back to the sender — we will send you the correct address after you submit your request. Return shipping costs are the customer's responsibility.
Right to cancel
If you are a consumer based in the UK, you have the right to cancel your order under the Consumer Contracts Regulations 2013, as set out below.
Cancellation period
The cancellation period is 14 days from the day on which you, or a third party named by you other than the carrier, received the last item in your order. Because we operate a largely automated system, orders are sent for fulfilment as soon as they are placed, and we may be unable to stop the dispatch process before delivery.
To exercise your right to cancel, you must inform us (Catherine Meyers) of your decision by a clear statement — for example, an email to info@catherine-meyers.com. The cancellation is complete once we have received the goods back. Return shipping costs are the buyer's responsibility.
Packages in transit
Because our goods are shipped from overseas, there may be longer transit times that are beyond our control. If the goods are already in transit, cancellation before delivery is not possible. Please wait to receive the goods and then return them to us. You may, however, inform us in advance of your wish to cancel. To help us process your return as quickly as possible, we ask that you send us a shipping confirmation once you have posted the goods back.
Effects of cancellation
If you cancel your order, we will refund all payments received from you, excluding the original delivery charge, without undue delay and no later than 14 days from the day on which we are informed of your decision to cancel and have received the goods back. We will make the refund using the same means of payment you used for the original transaction, and you will not incur any fees as a result of the refund.
Contact
For any questions about returns, cancellations or refunds, please contact us at info@catherine-meyers.com and we will be happy to help.