Order Cancellations (Before delivery)You may cancel your order at any time before delivery for a full refund.
Before dispatch, we may ask you to complete a short suitability questionnaire, including information about your cat’s size and the intended installation location. This is to help you decide whether the product is likely to be suitable before it is dispatched, installed or used.
If, based on the questionnaire, you decide not to proceed before dispatch, you may cancel your order for a full refund.
Your Statutory Right To CancelIf you are a consumer purchasing online, by telephone, or by another distance-selling method, you have the legal right to cancel your order within 14 days. The cancellation period starts on the day after you, or someone nominated by you, receives the goods.
To exercise your right to cancel, you must tell us clearly that you wish to cancel. You can contact us at:
support@onlycat.comOnce you have told us that you wish to cancel, you then have 14 days to return the goods to us.
Refunds Following Statutory CancellationIf you cancel within the statutory cancellation period, we will refund the price paid for the goods.
Refunds will be made using the same payment method used for the original transaction, unless otherwise agreed.
We may withhold the refund until we have received the goods back to enable inspection of the condition.
Return Shipping CostsYou are responsible for the cost of returning the goods to us unless the goods are faulty, misdescribed, or we have agreed otherwise.
Handling, Inspection And Deductions For Diminished ValueYou may inspect the product as you would reasonably be able to do in a shop.
This includes opening the packaging, checking the contents, reviewing the instructions, checking dimensions and assessing suitability.
Please check that the product is suitable before registering, activating, installing, modifying or using it.
You are responsible for any reduction in the value of the product caused by handling beyond what is necessary to establish its nature, characteristics and functioning.
Because OnlyCat is an electronic connected device, once it has been registered, activated or linked to an account, we need to carry out account unlinking, factory reset, inspection, functional retesting and repackaging before it can be resold.
Where the product has been registered, activated or linked to an account and is otherwise returned complete and in as-new condition, our standard deduction for this reset, inspection, retesting and repackaging process is £35.
Installation or test-fitting does not automatically prevent a return. However, if the product is returned with minor marks, scuffs, contamination, damaged packaging, missing accessories or other signs of use, additional reasonable deductions may apply to reflect the cost of cleaning, replacement parts, refurbishment, repair, repackaging or any reduction in resale value.
If the product is returned damaged, modified, glued, sealed, drilled, cut, heavily marked, contaminated, incomplete, or in a condition that means it cannot reasonably be refurbished and resold in excellent condition, we may make a deduction up to the full price paid.
Any deduction will be assessed reasonably on a case-by-case basis.
Extended 30-Day Change-of-Mind Returns PolicyIn addition to your statutory cancellation rights, we offer an extended 30-day change-of-mind returns policy.
Returns under this extended policy are accepted only where the product is returned complete, undamaged and in a condition that allows it to be inspected, tested, refurbished where required, and resold.
Where the product has been registered, activated or linked to an account and is otherwise returned complete and in as-new condition, our standard deduction for account unlinking, factory reset, inspection, functional retesting and repackaging is £35.
If the product has minor marks, scuffs, contamination, damaged packaging, missing accessories or other signs of use, additional reasonable deductions may apply.
If your device is found to have a fault due to a design or manufacturing defect during the warranty period, we will repair it free of charge on a return-to-factory basis.
In rare cases, if after working with you a fundamental defect is confirmed and cannot be resolved, we may offer a replacement or refund.
The warranty does not cover faults, damage or reduced performance caused by misuse, accidental damage, incorrect installation, unauthorised opening, repair or modification, contamination, glue, sealant, drilling, cutting, mishandling, or use outside our instructions.
Please do not attempt to open or repair the device yourself without authorisation, as this may affect warranty coverage.
Where a returned product is inspected and the issue is found to have been caused by something outside the warranty, we may be unable to offer a free repair, replacement or refund. In these cases, we will explain our findings and, where reasonable, offer repair options at cost.
Return Address and Instructions
Please contact OnlyCat Support before returning your product. We will confirm the correct return address and provide return instructions.
Products should be returned securely packaged, with all parts, accessories and original packaging where available.
You are responsible for the product until it reaches us, so we recommend using a tracked and insured return service.
Company Information
VirtualV Trading Ltd t/a OnlyCat
Company number: 10391078
Registered office: 1 Innovation Way, Northumberland Business Park, Cramlington, Northumberland NE23 7FP
Registered in England & Wales
