Online Returns Policy

 

We understand that when shopping online, goods that you receive may appear different to what you saw on-screen or that size you ordered may not be suitable for you. For those reasons, we wanted to make returning your goods for a refund/exchange as hassle-free as possible.

Before returning anything to us, please ensure they meet the following criteria;

Purchased within the last 30 days
In a sellable condition

We respectfully ask you to only return goods that are in a sellable condition. To help you determine if your goods are in a sellable, we have listed the following requirements and should your goods not match any of these requirements then your return may be refused.

  • All retail tags are intact and legible
  • Returned goods do not smell of smoke, perfume, aftershave etc.
  • Returned goods have not been washed
  • Returned goods are free from marks and damage

Any footwear returns should meet the above requirements as well as the following;

  • Returned footwear soles are unmarked and show no signs of wear
  • Returned footwear have not been worn outside
  • Returned footwear boxes and associated goods are also unmarked and in sellable condition

If your return meets this criteria then please return your goods to the following address. It is your responsibility to return the goods to us with a reliable delivery service and at your cost. We do not supply returns shipping labels unless your goods are faulty or incorrectly received.

CACTWS - Returns
23 - 25 Pier Street
Aberystwyth
SY23 2LN

Refunds will be processed within 1-3 working days of receipt and completed within a maximum of 14 days. Your refund will appear via the same method of your initial payment unless stated otherwise.

For updates on your return, you should contact hello@cactws.co.uk or call 01970 624 808

If you wish to cancel your order under the Consumer Contracts Regulations, you must notify us within 14 days of receiving your goods. You then have a further 14 days to return the items to us. Upon cancellation, we will also refund the cost of the original standard delivery charged at the time of purchase.

Under the Consumer Rights Act 2015, all goods must be of satisfactory quality, fit for purpose, and as described. If an item you receive is genuinely faulty, damaged, or misdescribed, your legal rights are strong, and the following tiered approach applies:

1. Short-Term Right to Reject (Within 30 Days)

  • If the goods are found to be faulty or misdescribed within 30 days of delivery, you have the right to reject the goods and receive a full refund.

  • In this instance, we will cover the reasonable cost of return shipping. Please contact us first to arrange the return shipping method.

2. Right to Repair or Replacement (After 30 Days, up to 6 Months)

  • If a fault develops after 30 days but within six months of delivery, you are entitled to a repair or a replacement.

  • We will offer whichever is the most cost-effective remedy for us. We will cover the costs associated with the repair or replacement, including the return postage.

  • If the repair or replacement is unsuccessful, you are then entitled to a full refund (and we cannot make a deduction for use in this period).

3. Six Months and Beyond (Up to 6 Years)

  • The law provides protection for up to six years (five years in Scotland) after purchase if the goods are not of satisfactory quality, but the burden of proof shifts to you.

  • If a fault develops after six months, you must be able to prove that the item was faulty when you took ownership of it. If proven, you will be entitled to a repair, replacement, or a partial refund.