We make every effort to check items before dispatch; however the suppliers do most of the quality control. Due to the nature of the products we sell, some of these products may become damaged or faulty in transit. If an item is delivered to the buyer damaged or faulty, Agnes & Cat will make every effort to resolve the matter fast and in accordance with the terms and conditions outlined on this page. Please note, Agnes & Cat do not offer monetary or non-monetary compensation (i.e. in the form of goods or services) for the loss of potential sales due to damaged/ faulty/ missing/ incorrect items delivered or delays in delivery. Due to the health and safety reasons, we do not accept returns of cosmetic products, unless they are unopened, in original packaging and have never been used.
Sale or Return/ Exchange Policy:
Agnes & Cat does not offer a 'sale or return' or an 'exchange' policy of any kind.
1. Item(s) damaged/ faulty on receipt:
Please inform us of any damages/ missing items/faulty items within 7 calendar days from the receipt of your order. If an item is damaged on receipt, please contact us via the telephone, email or online chat to report the issue. Please quote your invoice number and the item code of the damaged item.
In most cases:
We will request for a photograph of the item to be emailed to us (including the item code and the invoice number).
We will not ask for the item(s) to be returned. We will credit the account for the value of the damaged item(s).
On occasion, we may request for the item(s) to be returned to us. In such cases we will provide you with a copy of a Returns Form for you to fill in and further instructions on how to return the item(s), which depend on the value/ size of the return. Please note: credit, rather than refund or replacement will be offered for damaged/ faulty items.
2. Items missing from order:
If an item is missing from your order and it is not marked as 'out of stock' on your invoice, please contact us via the telephone, email or online chat stating your invoice number and the item code. Please make sure you report missing items within 7 calendar days from the delivery date of your order. We will credit the account for the value of the missing item(s). Please note: credit, rather than refund or replacement will be offered for missing items.
3. Items sent in error by Agnes & Cat:
If you have received any items you have not ordered; please inform us of this as soon as possible. In most cases we will be able to arrange a collection for the items. If you have been charged for the items sent in error by Agnes & Cat, we will process a refund for the goods.
4. Items ordered in error by the Buyer:
If you have ordered incorrect item(s) or too many items, please contact us to report this within 7 calendar days of the delivery date of your order. Please always quote your invoice number, the item code and quantity of the items you wish to return. Once this is reported, we will send you a Returns Form to fill in and include with the returned items. Please note, we will not be able to credit the return postage for items ordered incorrectly or in error. If the return is large, we can offer to book a collection for it for a fee of £7.50+VAT for UK mainland. On receipt and inspection of the returned goods we will issue a credit to your Agnes & Cat account. The original delivery cost will be deducted from the credit account.
5. Change of Mind
If for any reason the buyer changes their mind upon receipt of the goods they may return part or the entirety of their order.
Please inform Agnes & Cat in writing of the intent to return the goods within 7 calendar days from receipt of the order. The goods need to be then returned within 14 calendar days from the receipt of the goods following the below terms of return:
a) Once reported, please await contact from us - we will authorise the return and issue a returns form to be included in the parcel.
b) Please return the goods using a tracked/ signed for postal service of your choice and provide us with the relevant tracking information upon dispatch.
c) If you require us to book a collection - the cost of this and any re-booking costs will be deducted from the final refund/ credit for the returned goods.
d) The goods must be returned to us undamaged and unopened. Should any part of the return arrive not fit for sale this will not be credited or refunded.
Once the return is processed by us, we will issue a credit or a refund to your account or the original method of payment.