Online Returns Policy

We understand that when shopping online, the goods you receive may appear slightly different to how they looked on screen, or the size ordered may not be suitable. For this reason, we aim to make our online returns process as simple and hassle-free as possible.

Returning Your Order

If you wish to return an item purchased through our website, it must meet the following conditions:

Returned within 30 days of purchase.
In a resalable condition.

To be considered resalable, returned items must:

Have all original retail tags attached and legible.
Be unworn and unwashed.
Be free from marks, damage, smoke, perfume, aftershave, pet hair or any other odours.

Footwear Returns

In addition to the above conditions, footwear must:

Have clean, unmarked soles with no signs of wear.
Not have been worn outdoors.
Be returned in the original shoe box, with all accessories, in resalable condition.

Returns that do not meet these requirements may be refused and returned to the sender.

How to Return Your Item

Please send your return to:

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

Unless your item is faulty or has been supplied incorrectly, you are responsible for arranging and paying for the return postage. We recommend using a tracked delivery service, as returned items remain your responsibility until they are received by us.

We do not provide prepaid return labels or reimburse return postage costs for change-of-mind returns. Return postage costs will only be covered where an item is confirmed to be faulty or has been supplied incorrectly.

Once your return has been received and approved, refunds for eligible online returns are normally processed within 1–3 working days. Please allow up to 14 days for the refund to appear using your original payment method.

For updates on your return, please contact us:

Email: hello@cactws.co.uk
Telephone: 01970 624 808

Cancelling Your Online Order

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.

Where your cancellation rights apply, we will refund the purchase price together with the original standard delivery charge in accordance with the Consumer Contracts Regulations.

Faulty, Damaged or Incorrect Items

Your statutory rights under the Consumer Rights Act 2015 are not affected.

If an item you receive is faulty, damaged or not as described, please contact us before returning it so we can advise you on the next steps.

Where a fault is confirmed, we will cover the reasonable cost of return postage and provide the appropriate remedy in accordance with UK consumer law.

Within 30 Days

If a fault is confirmed within 30 days of delivery, you may be entitled to reject the goods and receive a full refund.

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 replacement. If a repair or replacement is not possible or is unsuccessful, you may then be entitled to a refund in accordance with your statutory rights.

After Six Months

If a fault develops after six months (up to six years in England and Wales, or five years in Scotland), you may be required to demonstrate that the fault existed when the goods were supplied. Where this is established, we will provide the appropriate remedy in accordance with the Consumer Rights Act 2015.