Refund policy

We want you (and your pet) to love what you ordered. If something isn't right, you have 30 days from delivery to request a return.

How to start a return

Email support@castlecatalogue.com with your order number and a short note (photos help if the item arrived damaged). We reply within 1 to 2 working days with a returns reference and our UK return address. Every return comes back to the UK, never overseas.

Changed your mind?

No problem. Send the item back unused and in its original packaging within 30 days of delivery. You cover the return postage (Royal Mail or any tracked service is fine, and we recommend keeping proof of posting). We refund the full price of the item as soon as it reaches us.

Damaged, faulty or not as described?

That is on us. Send a photo and we will put it right at no cost to you: a replacement or a full refund, your choice. In most cases we will not need the item sent back.

Refunds

Refunds go back to your original payment method within 5 to 10 working days of the return being approved. If 15 working days pass with nothing showing, email us and we will chase it.

Your rights

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, or under the consumer law of the country you live in.

Business details

Castle Catalogue is operated by Grid and Compass Ltd (company number 17376527), registered office Suite RA01, 195-197 Wood Street, London, E17 3NU, United Kingdom. The registered office handles correspondence only, so please use the return address we send you rather than posting anything there.