We want you to be completely happy with everything you buy from our website. You are our number one priority and we run our family business on the foundation of customer satisfaction. So if your order arrives damaged, or if you’ve changed your mind about your purchase, we’ll ask you to return it to us. We’ll then offer you a refund and, if you wish, you can then reorder the item online.
As outlined in our FAQ page we cannot give 100% guarantee that our catnip will have an effect on all cats as a very small percentage of cats, senior cats and kittens do not react to catnip at all. Please see our FAQ for more details. However we can guarantee that our all of our catnip products have been tried and tested by a panel of experts (Mew and her friends) to ensure you receive the best quality catnip.
We sell sample bags of dried catnip harvested from our own plants if you prefer to try a small quantity first.
The exception to our returns policy is:
Plants – because they’re perishable, we’re unable to accept returns or offer a refund on plants if you change your mind. However, on the rare occasion if your plants arrive damaged due to the postal service, we will of course offer you a refund. We will not accept returns on plants damaged by cats, so make sure to keep your plant in a safe place when it arrives as cats will be able to smell the plant through the packaging.
But, please note that, because plants are perishable, the period in which you may let us know is shorter than that for non-perishable products. So, if the plants you ordered arrive damaged or in poor condition, we ask that you send a photo of the damaged plant when it arrives to firstname.lastname@example.org
Plants, of course, are unique in that they’re living things. We carefully pack our plants but since plants need light to thrive they may appear droopy (or a bit sad) at first due to being packaged up. They will pick up within a few days if they are given the correct amount of light and are far away from any cats. Their appearance can change according to their growing stage and the time of year. You should also bear in mind that a plant may look slightly different from the image you may have seen of it on our website due to the different seasons.
When we send out a plant, we check it thoroughly to ensure that it’s the very best quality and in perfect health before packing it meticulously and sending it to you.
Made to order items – If an item has been made to order or personalised and you change your mind we are unable to offer a refund as we are unable to sell the product on.
For all other items if you change your mind about your purchase, you have 14 days from the date that you receive your goods to let us know. You will then have a further 14 days to return your goods to us, unopened and in the original packaging.
For the reasons outlined above, we cannot give you a refund if you change your mind about a plant or a personalised product you’ve ordered.
Returning an Item – If there seems to be something wrong with an item you can return it to us by post. After you have contacted us with a picture we will send you a reference number. Write on your despatch note the reference number, how the item is damaged and return the item and the despatch note to us in the post. Our postal address is Brookfield, Pygons Hill Lane, Lydiate, L31 4AE.
Refunding Delivery Costs – We’re only able to refund delivery costs where whole orders are returned as damaged. If this is the case, your order (plus the delivery cost) will be automatically refunded once it has been received and processed by us. If you return your order within 14 days of the date you received it, we’ll refund the standard cost of delivery. Once we’ve received your return we will process your refund payment within 5 working days.