Return & Refund Policy

Return & Refund Policy

Effective Date: December 2025

At CarryCatcher, we want you to be completely satisfied with your purchase. If you're not happy with your order, we're here to help.

Your Right to Cancel

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item, without giving any reason. This is known as your "cooling-off period."

To exercise your right to cancel, you must inform us of your decision by a clear statement. You can:

  • Email us with your order number and reason for return
  • Contact us through our website contact form
  • Send written notice to our return address

Cooling-off period: The 14-day period starts from the day you (or a third party you nominate, other than the carrier) receives the goods.

How to Return an Item

To return your item, please follow these steps:

  1. Notify us within 14 days of receiving your order that you wish to return it

  2. Return the item within 14 days of notifying us of your cancellation

  3. Pack the item securely in its original packaging if possible

  4. Include your order number and reason for return

  5. Send the item to:

    CarryCatcher Returns
    15 Osprey Road
    Erdington
    Birmingham B23 5JQ
    United Kingdom

Important: You are responsible for the cost of returning items to us unless the item is faulty or we sent you the wrong item. We recommend using a tracked postal service as we cannot be held responsible for items lost in transit.

Return Conditions

To be eligible for a return, items must:

  • Be in their original condition and packaging where possible
  • Be unused and unworn (unless faulty)
  • Include all tags, labels, and accessories
  • Not be personalized or custom-made items (unless faulty)
  • Not be items excluded from returns (see below)

Items That Cannot Be Returned

For hygiene and safety reasons, the following items cannot be returned unless faulty:

  • Personalized or custom-made products
  • Items that have been used or are not in their original condition
  • Perishable goods
  • Intimate or sanitary goods that have been unsealed
  • Any item returned more than 14 days after you received it

Faulty or Damaged Items

If your item arrives faulty, damaged, or is not as described, please contact us immediately with:

  • Your order number
  • Photos of the damage or fault
  • A description of the issue

We will arrange for collection of the faulty item at no cost to you and provide a full refund or replacement, including any delivery charges you paid.

Your statutory rights: Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. Goods must be as described, fit for purpose, and of satisfactory quality. If they are not, you may be entitled to a repair, replacement, or refund.

Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds will be processed to your original payment method within 14 days of receiving your returned item
  • If you used a discount code, your refund will reflect the discounted amount paid
  • Original delivery charges will be refunded if the item is faulty or we made an error

If rejected:

  • We will contact you with the reason
  • The item may be returned to you at your cost

Exchanges

We do not offer direct exchanges. If you need a different size, color, or product, please return the original item for a refund and place a new order.

Late or Missing Refunds

If you haven't received your refund within 14 days of us confirming receipt of your return:

  1. Check your bank account again
  2. Contact your credit card company (it may take time for the refund to post)
  3. Contact your bank (processing times vary)
  4. If you've done all of this and still have not received your refund, please contact us

International Returns

If you are returning an item from outside the UK:

  • You are responsible for all return shipping costs
  • We recommend using a tracked service
  • Please note that customs duties or taxes are non-refundable
  • Refunds will be processed in the currency you paid

Contact Us

If you have any questions about our return policy, please contact us:

Email: [Your contact email]
Address: 15 Osprey Road, Erdington, Birmingham B23 5JQ, United Kingdom

Your Consumer Rights

This policy does not affect your statutory rights as a consumer under UK law. For more information about your rights, visit the Citizens Advice website at www.citizensadvice.org.uk or contact the Citizens Advice consumer helpline on 0808 223 1133.

Last Updated: December 2025