Returns Policy

Last updated: 30 June 2026

1. Overview

At Cat Chronicles Studio, every illustration and item of merchandise is prepared with genuine care, and we want you to be entirely satisfied with your purchase. The present Returns Policy explains when and how you may return Goods, the circumstances in which a refund or exchange will be offered, and the rights conferred upon you by United Kingdom consumer law. The policy applies to all purchases made through www.catchroniclesstudio.com and forms part of, and should be read together with, our Terms and Conditions.

The arrangements set out below operate alongside your legal rights and do not diminish them in any way. Where the protections afforded by statute exceed anything offered as a matter of goodwill, the statutory protection prevails.

2. Your Legal Rights at a Glance

Two separate sets of rights govern returns to a United Kingdom online retailer, and it is helpful to keep them distinct. The first arises under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which grant a right to change your mind about most distance purchases. The second arises under the Consumer Rights Act 2015, which protects you where Goods turn out to be faulty, damaged, or not as described. Our own twenty-eight-day goodwill arrangement sits on top of both, extending the window during which unwanted items may be sent back.

3. Right to Change Your Mind (14-Day Cancellation Period)

Because your purchase is concluded at a distance, you benefit from a statutory cancellation right, often called the cooling-off period. You may cancel your Order within fourteen days without giving any reason. The fourteen-day period begins on the day after the day on which you, or someone you have nominated, take physical possession of the Goods. Where your Order is delivered in several instalments, the period runs from receipt of the final item.

To exercise the right, you need only make a clear statement of your decision to cancel, by email to info@catchroniclesstudio.com or by post to the address in Section 11. A model cancellation form is available on request, although you are not required to use it. Once you have notified us, you must return the Goods to us without undue delay and, in any event, within fourteen days of telling us that you wish to cancel.

4. Our 28-Day Goodwill Returns

Beyond the statutory minimum, we are pleased to accept returns of unwanted Goods for a full twenty-eight days from the date you receive them. Items returned under the goodwill arrangement should be unused, undamaged, and in a resaleable condition, complete with any original packaging, tags, or protective wrapping. Proof of purchase, such as your order confirmation or receipt, must accompany the return so that we can identify the transaction and process your refund correctly.

The extended window is offered as a courtesy and applies to change-of-mind returns. Where an item is faulty or was sent in error, the more favourable terms set out at Section 8 apply instead.

5. Condition of Returned Goods

You are entitled to examine the Goods in the same way you reasonably would in a shop. Handling that goes beyond what is necessary to establish the nature, characteristics, and functioning of an item may reduce its value, and we reserve the right to make a proportionate deduction from any refund to reflect such diminution. Prints, cards, and other paper-based items should be kept flat and protected, mugs and ceramics returned in their original padding, and textile items, including beanie hats and tote bags, returned unworn and unwashed.

6. How to Return an Item

Returning Goods to us is straightforward, and we ask that you follow the steps below so that your refund or exchange can be handled promptly:

Step one, notify us: Contact us at info@catchroniclesstudio.com, quoting your order number and stating whether you are cancelling, requesting a refund, or asking for an exchange.

Step two, package the Goods: Repack the items securely, ideally in their original packaging, ensuring that fragile articles are adequately protected against transit damage.

Step three, dispatch the return: Send the parcel to the returns address we provide, using a tracked or signed-for service so that the consignment can be traced.

Step four, retain your proof: Keep your postage receipt and tracking reference until your refund or exchange has been confirmed.

7. Return Postage Costs

Where you are exercising your statutory cancellation right or returning an unwanted item under our goodwill policy, the cost of return postage is your responsibility. Until the Goods reach us, the risk of loss or damage in transit rests with you, which is why a tracked service is strongly recommended. By contrast, where Goods are faulty, damaged on arrival, or sent in error, we will reimburse reasonable return postage costs in full, as explained below.

8. Faulty, Damaged, or Incorrect Items

Should any item arrive damaged, develop a fault, or differ from its description, please notify us promptly, ideally with photographs, so that we can put matters right. Under the Consumer Rights Act 2015, Goods must be of satisfactory quality, fit for purpose, and as described. Your remedies include the following:

Short-term right to reject: Within thirty days of receiving faulty Goods, you may reject them and obtain a full refund.

Repair or replacement: After the initial thirty days, you may ask us to repair or replace the item, which we will do within a reasonable time and at no cost to you.

Price reduction or final right to reject: Where a repair or replacement is not possible or does not resolve the problem, you may claim a reduction in price or reject the Goods for a refund.

In each of these cases, you will not be left out of pocket for return postage on the defective item, and any refund due will be issued without undue delay once the fault has been verified.

9. Refunds

Approved refunds are made to the original payment method used at checkout. Where you have exercised the statutory cancellation right, we will refund the price of the Goods together with the standard outbound delivery charge, although we are not obliged to refund any premium you paid for an enhanced or expedited delivery option. Refunds under the cancellation right are processed within fourteen days of our receiving the Goods back, or within fourteen days of your providing proof of return, whichever is earlier.

For change-of-mind returns under the goodwill arrangement, the price of the returned Goods is refunded once the items have been received and inspected, while the original and return postage costs are not reimbursed. Please allow a short additional period for your bank or card provider to credit the funds to your account after we have issued the refund.

10. Exchanges and Non-Returnable Items

We are happy to arrange an exchange where stock permits, for example a different size or design, subject to the same condition requirements that apply to returns. If the item you want is unavailable, a refund will be offered instead.

Certain Goods fall outside the change-of-mind cancellation right under regulation 28 of the 2013 Regulations, although your rights in respect of faulty Goods are entirely unaffected:

Personalised or commissioned items: Illustrations or merchandise made to your specifications, or clearly personalised with a name, message, or bespoke design, cannot be returned simply because you have changed your mind.

Hygiene-sensitive sealed goods: Sealed items that are not suitable for return on health or hygiene grounds, once unsealed after delivery, are excluded.

Digital downloads: Where any digital content is supplied electronically, the cancellation right is lost once you have consented to immediate supply and acknowledged the loss of that right.

11. International Returns and Contact

Customers in the European Union and other destinations enjoy the same goodwill returns window, although return shipping for change-of-mind returns remains the customer's responsibility, and any import charges originally incurred should be reclaimed directly from the relevant customs authority. We recommend marking international return parcels clearly as "returned goods" to avoid additional duties.

For any question concerning a return, refund, or exchange, please contact:

Cat Chronicles Studio 147 Moat Way, Brayton, Selby, North Yorkshire, YO8 9TB, United Kingdom 

Email: info@catchroniclesstudio.com 

Website: www.catchroniclesstudio.com.