Cats have opinions. They rarely share them in advance.
You can't really know whether yours will take to something until it's on the floor and in use. So we'd rather you tried it properly than left it in the box wondering.
If it doesn't work out, email us at support@loafys.co.uk within 30 days of your order arriving and we'll sort it out. We don't need it spotless, and we don't need the original packaging — we know your cat has had a go at it.
Depending on the item, we may ask you to send it back. If we do, we'll cover the postage.
You can always contact us for any return question at support@loafys.co.uk
Damages and issues
Tell us. A photo helps, mostly because it tells us whether something's going wrong in transit that we ought to fix at our end.
We'll replace it or refund you, whichever suits you better. You won't pay postage either way, and you won't be waiting on a return before we do something about it.
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.
Your legal rights
The 30-day cat test is something we offer **on top of** your legal rights, not instead of them. Nothing on this page takes anything away from them.
- **You have 14 days to change your mind**, for any reason at all, starting the day your order arrives. You then have a further 14 days to send the goods back. This is the Consumer Contracts Regulations 2013.
- **If something is faulty, you have 30 days to reject it** and get your money back, under the Consumer Rights Act 2015. After that you're still entitled to a repair or a replacement.
These apply whether or not we'd have said yes anyway. We usually would.
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How to start
Email **support@loafys.co.uk** with your order number and a line about what's happened. There's no form to fill in.
The exceptions
Gift cards can't be refunded.
That's the only one. **We don't exclude discounted items** — if we've knocked money off something, it's still covered by everything above.
Refunds
If we've asked you to send something back, we'll email you as soon as it reaches us and tell you where things stand. We're checking it's the item we sent and having a look at what went wrong — not hunting for a reason to say no.
Refunds go back to the card or account you paid with, within 14 days. That's counted from the day your item reaches us, or from the day you tell us if we haven't asked for it back. Fourteen days is the legal deadline and we don't plan on using all of it.
Your bank can take a few days more to show it at their end, which is out of our hands.
If it's been more than 15 working days since we confirmed your refund and nothing has landed, chase us at support@loafys.co.uk and we'll track it down.
