Return & Refund Policy

Thank you for selecting Felinea London. We curate each piece with the utmost dedication to your home’s aesthetic and your companion’s serenity. If an item is not completely suited to your environment, we are here to guide you through our transparent return process.

Our policy strictly adheres to United Kingdom consumer regulations, granting you a 14-day window from the date of delivery to request a return.

1. The 14-Day Return Window

To be eligible for a return, you must contact our concierge support team within 14 calendar days of receiving your package. Once this period has elapsed, we unfortunately cannot offer you a refund or exchange.

2. Condition of Eligible Items

Because we cater to the delicate environment of domestic felines, health and hygiene are our utmost priorities. To qualify for a full refund, your item must meet the following criteria:

  • It must be completely unused, unwashed, and in the exact condition that you received it.

  • It must be entirely free of pet hair, scratches, odors, or any visible signs of domestic use.

  • It must be returned in its original packaging, including all protective wraps, tags, and documentation.

⚠️ Hygiene Notice: For sanitary and safety reasons, any item that shows signs of being used, occupied, or tested by a pet cannot be accepted for a return and will be sent back to the sender.

3. Return Shipping Costs & Liability

In alignment with our boutique operational framework, please note that:

  • The buyer is solely responsible for paying all return shipping costs. Shipping fees incurred during the original purchase are non-refundable.

  • Felinea London does not provide prepaid return labels.

  • We highly recommend using a tracked shipping service (such as Royal Mail Tracked) or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and Felinea London cannot be held liable for return packages lost or damaged in transit.

4. How to Initiate a Return

Please follow these precise steps to ensure a seamless process:

  1. Request Approval: Send an email to our support team at support@felinea.co.uk (e-posta adresine göre güncelleyebilirsin sen) with your Order Number and the reason for the return.

  2. Review: Our team will review your request within 24–48 hours. If approved, we will provide you with the correct authorized return hub address. Please do not send your purchase back to the manufacturer or the address on the original shipping box.

  3. Dispatch: Securely package the item and ship it to the provided address using a tracked method. Email us your tracking number as proof of shipment.

5. Inspection and Refunds

Once your return is delivered to our hub and inspected by our quality assurance team, we will notify you via email regarding the approval or rejection of your refund.

  • If Approved: Your refund will be processed immediately, and a credit will automatically be applied to your original method of payment (Shopify Payments, Visa, Mastercard, Apple Pay, etc.) within 5–10 business days, depending on your banking institution.

  • If Rejected: If the item is found to be used, damaged, or missing its original packaging, the refund will be denied, and you will be responsible for the costs to ship the item back to you.

6. Damaged or Defective Pieces

If your order arrives damaged or defective due to transit, please inspect it upon receipt and contact us within 48 hours with clear photographic evidence. We will promptly arrange a replacement or a full refund at no additional cost to you.