Refund policy

Returns, cancellations and refunds

Bengal Buddy is responsible for your order and your consumer rights. Our delivery and return arrangements do not reduce those rights.

Changing your mind

For eligible online purchases, you may cancel from the time you order until 14 days after the day you receive the goods. Tell us within that period, then return the goods within a further 14 days. You do not need to give a reason.

Email contact@bengalbuddy.co.uk with your name, order number and the item you wish to return. We will provide the correct return address and instructions. Products may be returned directly to the supplying partner; do not send them to our business correspondence address without confirming the return arrangements.

Return costs and condition

For change-of-mind returns of goods that can normally be returned by post, you pay the direct return postage cost. We do not charge a restocking fee. Keep all parts and accessories with the product and package it securely. Retaining the original packaging is helpful, but does not remove your statutory cancellation rights if it is unavailable.

Free returns on purchasable cat trees and climbing furniture: Bengal Buddy covers return transport for eligible change-of-mind cancellations of purchasable cat trees, pole trees and wall climbing furniture. Email contact@bengalbuddy.co.uk to arrange prepaid return postage or collection. Tell us within 14 days after delivery that you wish to cancel, then return the goods within a further 14 days. This offer applies to orders placed while displayed and will be honoured for those orders if the policy later changes. Do not book a paid collection without contacting us first.

For other goods that cannot normally be returned by post, any customer-paid return transport cost or supported estimate will be disclosed before purchase; otherwise the option will remain unavailable.

You may inspect an item as you would in a shop. We may make a lawful deduction for a reduction in value caused by handling beyond what is necessary to establish its nature, characteristics and functioning.

Refunds

For a cancellation, we refund the item price and the cost of our standard outward delivery. We do not have to refund the extra cost of a more expensive delivery service you chose. Refunds are made to the original payment method without undue delay. Where we have offered to collect the goods, or you cancel before delivery, we refund within 14 days after you tell us you are cancelling. For other returns, we refund within 14 days after we receive the goods or evidence that you have sent them back, whichever is earlier. Your bank or payment provider may take additional time to show the credit.

Faulty, damaged or incorrect items

Contact us at contact@bengalbuddy.co.uk if an item is faulty, damaged, incorrect or not as described. Where you are entitled to a return or remedy under your consumer rights, Bengal Buddy covers the reasonable return cost. We may request photographs to help resolve the issue, without limiting your statutory rights. An additional warranty or return policy does not replace your rights against Bengal Buddy.

Optional cancellation form

To: Bengal Buddy, 65 Bulstrode Avenue, Hounslow, London TW3 3AA, United Kingdom; contact@bengalbuddy.co.uk.

I give notice that I cancel my contract for the following goods:
Goods / order number:
Ordered on / received on:
Customer name:
Customer address:
Date:
Signature (only if sending a paper form):

You may use this form, or send another clear statement that you wish to cancel.