Returns & cancellation policy

14-day right to cancel (UK Consumer Contracts Regulations 2013)

Because you buy online, you have a statutory right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You may cancel for any reason within 14 days, beginning the day after the day you (or someone you nominate) receive the goods. Where an order is delivered in separate instalments, the period runs from the day you receive the last item.

To exercise the right, simply tell us clearly that you wish to cancel — by email to support@catlinph.shop — within that 14-day window. You do not have to give a reason. You then have a further 14 days from telling us to send the goods back.

Refunds when you cancel

• We will refund the full price of the goods and the standard outbound delivery cost (if you paid one). If you chose a more expensive delivery option than our standard service, we refund only up to the cost of the standard service.
• We process refunds within 14 days of receiving the goods back, or — if earlier — within 14 days of you providing proof that you have sent them. We may withhold the refund until we receive the goods or proof of return.
• Refunds are made to your original payment method, in the original currency (USD).
• The cost of returning the goods is yours. We recommend a tracked service — you are responsible for the items until they reach us.

Condition of returned goods

Goods must be returned in a resalable condition: unused beyond what is reasonably necessary to inspect them, complete with all parts and original packaging. We may reduce your refund to reflect any loss in value caused by handling beyond what would be allowed in a shop.

Sealed consumables — hygiene exception

By law, the right to cancel does not apply to sealed goods that are not suitable for return for health-protection or hygiene reasons once they have been unsealed. This applies to our enzyme-based maintenance consumables — for example the Enzyme Drain Cleaner Powder sachets and the Drain Deodorizer Beads. If the seal is broken or sachets/jars are opened, these items are non-returnable. Sealed, unopened consumables can still be returned within the cancellation period.

Faulty or incorrect items

This policy is in addition to your legal rights. If an item arrives faulty, damaged or not as described, contact us and we will repair, replace or refund as appropriate, and cover the cost of return. Please get in touch within a reasonable time of discovering the problem.

How to start a return

1. Email support@catlinph.shop with your order number and, ideally, a photo if the item is faulty.
2. We'll confirm the return address and any reference to include.
3. Send the goods back, in resalable condition, using a tracked service.
4. We process your refund once the goods arrive (or you provide proof of return).

This policy is provided for transparency and does not constitute legal advice. Nothing here affects or limits your statutory rights under UK consumer law.