Shipping and Returns
Here you can find information about tracking or cancelling your order, as well as our returns policy.
Tracking your order
To view the status of your order, simply log-in to your account. The Your Account page will detail the current status of any current orders and if they have been dispatched yet for delivery.
Cancelling your order
To cancel your order, you must contact customer services in writing via email or letter as soon as possible. It is very difficult to cancel an order once it has been dispatched from our warehouse. Returning your products We want you to be completely satisfied with your purchases. However, if you change your mind, you must inform us that you wish to cancel within seven working days from the receipt of your order quoting the original order number.
All you need to do is to make sure you keep all the product packaging, instructions and other contents, as well as the included dispatch note. Once your item is returned, the agreed refund will be processed, usually within 7 working days.
How do I return a product?
If for any reason you would like to return any products you have ordered but no longer require, simply send it back to us at your own expense and we will credit your account for their value less up to a 25% handling charge. This must be done within 7 days of the delivery date. The product must be in its original packaging and in mint condition ready for resale. Please contact our customer services team so they can raise a return document.
We will refund any delivery charges (where charged) when a product is faulty or damaged but not when a product is unwanted.
Please check you delivery carefully on arrival and notify us of any shortfalls or errors within 48 hours. We will arrange collection of any damaged items and organise replacements or a credit note.
Goods can be returned to the following address:
Caterbox UK Ltd
Unit T16b, Humphrey Farms
Hazeley Road, Twyford
Damaged or incomplete items
If an item arrives either damaged or incomplete, you are of course entitled to an exchange, or a full or partial refund. Please note goods that have been signed for in good condition will not be entitled to a refund.
Is there anything I can’t return?
For the supply of goods made to your specifications or clearly personalised or which by reason of their nature cannot be returned. If you are unsure whether your item can or cannot be returned, please contact us for more information.