Cancellations, Returns & Refunds

This page outlines how cancellations, returns, and refunds work for Agnes + Cat trade customers.

Cancelling an Order

Orders can be cancelled before dispatch. If you need to cancel, contact us immediately so we can stop the shipment.
If the order has already left our warehouse, it will need to be returned through our standard returns process.

Returns

Retailers may return goods within 7 days of receipt. Items must be unused, unopened, and in resaleable condition.
Returns are made at your own cost unless otherwise agreed.

Once the goods have been inspected, a credit or refund will be issued for the value of the products. Delivery charges are not refundable.

Missing Items

If your order arrives with missing items, please notify us promptly. We will investigate, check dispatch records, and arrange replacements or credits where necessary.

Faulty or Incorrect Items

If you receive damaged, faulty, or incorrect stock, let us know. We may request photographs or ask for the item to be returned for assessment.
Following inspection, we will arrange a replacement, credit, or refund depending on the situation.

Pallet Deliveries

For palletised orders, please check the pallet on arrival. If there is visible damage or compromised wrapping, note it with the driver and contact us immediately.
Pallets or packaging may need to be retained for courier review.

Refunds

Refunds are issued as store credit or via the original payment method, depending on what is appropriate for the order.
Credits or refunds are processed once returned items have been checked and approved. Only the value of the goods is refunded; delivery charges are excluded.

Non-Returnable Items

Products that have been opened, used, or are not in resaleable condition cannot be accepted back into stock.

If you need support with a cancellation, return, or refund, you can contact our team here.