Cancellations & Returns Policy (UK)

This policy applies to purchases made through purrfectfence.co.uk by UK consumers.
Nothing in this policy affects your statutory rights under UK consumer law.

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1. Your Right to Cancel (Change of Mind)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the legal right to cancel your order without giving any reason.

Cancellation period - Pre-shipment

You may cancel your order prior to shipment for a full refund.

Cancellation period - Post-shipment

You may cancel your order:

• Within 14 calendar days from the day after you (or a person you nominate) receive the goods, provided you notify us of your decision to cancel.

To cancel, you must clearly inform us of your decision to cancel the contract, for example by email to help@purrfectfence.co.uk

Voluntary Returns Outside the Statutory Cancellation Period

After the 14-day statutory cancellation period has expired, we may, at our discretion, accept returns as a voluntary goodwill service.

Where we agree to a voluntary return:

• A 10% restocking fee will be deducted from the refund
• All delivery costs (if charged) and return shipping costs are non-refundable

We do not accept voluntary returns after 30 calendar days from delivery.

To request a voluntary return, you must clearly inform us of your request by email to help@purrfectfence.co.uk

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2. Returning Goods After Cancellation

Returning your items

• After notifying us of cancellation, you must return the goods within 14 calendar days.
• Items must be returned to the address provided by our customer service team.
• If you purchased a kit, the entire kit must be returned. We cannot accept returns of parts from a larger kit.
• The consumer is responsible for arranging their own return shipping and any associated costs.

Returning your items via Voluntary Returns

• Where we agree to a voluntary return, the goods must be returned within the timeframe we confirm to you.
• Items must be returned to the address provided by our customer service team.
• The consumer is responsible for arranging their own return shipping and any associated costs.
• A 10% restocking fee will be applied on all voluntary returns outside the statutory cancellation period.

Condition of returned goods

• You may handle the goods only as much as necessary to inspect them, as you would in a physical store.
• If the goods are handled beyond this and their value is reduced, we may make a reasonable deduction from your refund to reflect the loss in value.

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3. Refunds for Cancellations

What we will refund

If you cancel your order in line with your statutory rights, we will refund:

• The full price of the goods
• The cost of standard outbound delivery (if charged)

If you chose an enhanced delivery option (e.g. express delivery), we will refund only the cost of standard delivery.

If we accept a voluntary return outside of the statutory cancellation period, we will refund:

• The full price of the goods, less a 10% restocking fee
• All shipping fees are non-refundable

When you will receive your refund

• Refunds will be issued within 14 calendar days of receiving the returned goods, or proof that they have been sent back.
• Refunds will be made using the same payment method used for the original purchase, unless otherwise agreed.

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4. Return Costs (Change of Mind)

• You are responsible for the cost of returning goods when cancelling an order for change of mind.
• We do not refund return postage costs.

Optional collection service

If you request us to arrange collection of returned goods, the actual cost of collection will be deducted from your refund.

Any collection charge will be confirmed with you before the return is arranged to ensure services are available in your location.

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5. Items Excluded from the Right to Cancel

The statutory right to cancel does not apply to:

• Goods made to your specifications or clearly personalised or customised
• Perishable goods
• Sealed goods that are not suitable for return for hygiene reasons once unsealed

Where cancellation rights do not apply, returns are accepted only at our discretion.

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6. Faulty, Damaged or Incorrect Goods

Your rights for faulty or misdescribed goods are protected under the Consumer Rights Act 2015.

If your item is faulty or incorrect

• You have 30 calendar days from delivery to reject the goods for a full refund or replacement
• We will cover the cost of return for faulty or incorrect items
• You will receive a refund of the purchase price and original delivery cost

After 30 calendar days, you may be entitled to a repair or replacement in line with your statutory rights. If a repair or replacement is unsuccessful or not possible, you may be entitled to a refund in accordance with the Consumer Rights Act 2015.

Condition of faulty returns

Please return faulty items with all packaging where possible, but lack of original packaging will not affect your statutory rights.

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7. Items Damaged Through Misuse

We cannot accept responsibility for damage caused by:

• Incorrect installation
• Failure to follow instructions
• Normal wear and tear
• Misuse or neglect

These issues do not affect your statutory rights where a fault existed at the time of delivery.

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8. Refund Processing

• Refunds will be processed once returned goods have been inspected
• Any deductions will be proportionate and explained
• We will never charge administrative, handling, or restocking fees for statutory cancellations

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9. Contact Us

If you have any questions about returns or cancellations, please contact us via

• email: help@purrfectfence.co.uk
• phone: 0808 164 9077