Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. This is not available for our range of “Catios”, This only applies to smaller-scale products such as the categories 'Enrichment'
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at safecatuk@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at safecatuk@gmail.com.
Catios
Upon delivery of your Catio, if a powder-coated finish has been chosen, please remember that this is a “paint” finish that can be chipped/damaged if it encounters a hard knock with a solid object. Safecat UK cannot take responsibility for any paint or product damages caused by a force of contact once delivery has taken place. This includes paint deteriorating over time. However, we can certainly source 'Touch up' Paints if required.
After a Deposit has been paid, the deposit is non-refundable if the customer cancels the order. This is due to materials being ordered for this job, and the bespoke nature of our work. If for any reason Safecat UK Cancel the order on their end, the refund will be fully refundable. Please note when you have paid the deposit, The final balance is to be paid in full before installation, either before or upon our installation day. If the balance is not paid, Safecat UK reserves the right to hold the products until the final balance is paid. Safecat UK will own all products until the final balance has been settled.
PLEASE NOTE - We will do our very best to clean the project/catio area after installation but we recommend all customers to make sure the area is clean and tidy before allowing full access to the area.
PLEASE NOTE - PROPERTY MUST BE CLEAR OF OBSTRUCTION, EXISTING CATIOS MUST BE PRE REMOVED AND ALL AREAS MUST BE PREPPED READY FOR CATIO INSTALLATION AND PRIOR TO ARRIVAL. IF AREAS ARE NOT CLEAR AND THIS AFFECTS INSTALLATION WE HAVE THE RIGHT TO CANCEL INSTALLATION AND REBOOKING WILL COME AT A COST. THANK YOU
GROUNDWORK- WE REQUIRE A REASONABLY LEVEL GROUND ON WHICH TO INSTALL, PLEASE INFORM US BEOFRE ORDERING OF ANY DROPS/GRADIENTS IN GROUND LEVELS/HOLES ECT, SO WE CAN PREPARE/COMPENSATE FOR THESE WHEN WE MAKE THE PANELS,
WHILST WE DO NOT UNDERTAKE ANY GROUND WORK OURSELVES WE WILL ENDEAVOR TO FILL ANY GAPS IN DUE TO UNLEVEL GROUND SHOULD WE FIND IT DURING INSTALL HAVING NOT BEEN PREWARNED OR TOLD,WE WILL NOT LEAVE YOUR CATIO INSECURE.
WHILST WE WILL BE UNABLE TO FILL UNEXPECTED GAPS WITH STEEL DURING INSTALL, WE WILL USE OTHER MATERIALS AVAILABLE TO US AT THAT TIME.
Customer Responsibility and Liability
It is the customer's sole responsibility to ensure that all Catio designs and materials are suitable for their property and specific location requirements. The customer must also verify and comply with any applicable planning permissions, regulations, or local authority requirements prior to installation. Safecat UK cannot accept responsibility or liability for any incidents, issues, or non-compliance arising from the customer's failure to conduct these necessary checks.
THERE MUST BE CLEAR EXTERNAL ACCESS TO THE REAR OF THE PROPERTY OR WHERE THE CATIO WILL BE INSTALLED. IF THERE IS NO ACCESS OTHER THAN THROUGH THE HOUSE, PLEASE INFORM US OF THIS BEFORE ORDERING AND PROVIDE A VIDEO SHOWING ROUTE THROUGH SO WE CAN ASSESS VIABILITY AND ACCESSABILTY THANKYOU.
If you (as a customer) have measured your job up, please ensure all measurements are correct as we can not be responsible for any mistakes made from faulty measurements.
For galvanised products, we can offer a minimum 15-year guarantee on the product excluding damages done after installation has been completed at the customer's property. any issues relating to the manufacturing process will be the responsibility of Safecat UK to amend.
due to the industrial nature of galvanized steel the finish will be rougher than a smooth paint finish, there can be natural patches of minor discoloration, and the odd rough patch.
On powder coating products we can only offer a 15-year guarantee on the actual steel product itself i.e steel welds and panels, however, the powder coating itself is not covered under the guarantee as paint can be chipped and is not our responsibility if damages occur when installation has finished and is at the customer's property. Safecat will not be responsible for any damages to the steel or paint work when the CATIO has been installed at the customers property. Any issues related in the future to the product which has been caused from the manufacturing process Safecat UK will be responsible for.
In the result of a customer showing aggressive behaviour towards Safecat UK in any manner, we will have the right to refuse delivery of the products and not continue with installation purposes.
Damages and issues
Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. We suggest it can take upto 7 working days.