We want you to be delighted with your purchase, not just satisfied, and will try hard to ensure this outcome. However it is just possible that your experience might not be what we hope for so we want to make clear how we deal with that.

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In the rare event that a Sophisticated Scratch product arrives damaged , we will of course refund your entire purchase cost. Please take clear photos demonstrating the damage as the tree is unpacked.

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We can’t accept for return trees that have been altered or amended in any way.

In the event that you change your mind about you cat tree or just don’t like it, we can accept for refund only undamaged, resaleable cat trees.

They need to be returned at your expense and insured up to the full sale value.

To start a return, please email digallant1@gmail.com 

 

Online shop

By using our online shop to order from us you are agreeing to our terms of business.  We accept PayPal payments which means you can buy using your bank account, debit card or credit card. 

We treat your financial and personal details with care and use them only to facilitate our transaction and to protect against fraud.  We do not store your financial information and we treat your personal information as private.  We do not pass it to third parties other than to complete the transaction, eg providing the delivery address to couriers.

 

Tracking

We do not use third party trackers to leak your shopping habits or to sell at you. We use our own cookie-based services to help your experience of using the site and to identify your internet connection to help protect against fraud. We also monitor your use of the site to help improve the service we offer and to respond appropriately to requests.

 

Returning standard items

You may cancel an order for a full refund including postage up to the point when we notify you of your order’s dispatch.

After you receive the order dispatch you may still return the item to us for a full refund minus the postage cost.

The item must be returned in perfect condition and fully insured.

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Order timescales

All orders are immediately dispatched within 5-10 business days unless otherwise stated

 

Our warranties

Sophisticated Scratch Trees come with a 2 year guarantee not including sisal, sheepskin or beds. If the product you bought ceases to operate within the warranty period we will replace it. It must have been used as intended by design and had reasonable care and maintenance.

The product’s cosmetic appearance may deteriorate over the normal life of the product due to prevailing conditions and usage. This is not covered by the warranty.