Refund policy
Returns, Cancellations & Refunds Policy
Last updated: September 2026
At Bookish by Cat, every order is carefully selected, curated and packed by hand.
Mystery Bundles are created using random capsule pulls, meaning the products, colours, styles and designs received will vary between orders.
This Returns, Cancellations & Refunds Policy explains your rights and the process for cancelling an order, returning eligible goods, reporting damaged, faulty or incorrect products and requesting a refund.
Nothing within this policy is intended to exclude, restrict or otherwise affect your statutory consumer rights.
1. Mystery Bundles
Bookish by Cat Mystery Bundles are intentionally created using random product selections.
By purchasing a Mystery Bundle, you acknowledge and accept that:
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The item types included are selected at random using the Bookish by Cat mystery capsule system.
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Products may vary between orders.
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Colours, patterns, styles, brands and designs may vary.
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Specific products cannot be guaranteed unless expressly stated otherwise.
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Preferences submitted with an order will be considered wherever possible but cannot be guaranteed.
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If you tell us that there is something you would prefer not to receive, we will do our best to take this into account when curating your bundle.
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Another customer's Mystery Bundle may contain different products from your own.
Receiving an item, colour, design, theme or style that you personally dislike does not mean that the product is faulty, incorrect or not as described where the Mystery Bundle has otherwise been supplied in accordance with its product description.
This does not affect any statutory right you may have to cancel an eligible online purchase.
2. Change-of-Mind Cancellations
For eligible online purchases, customers generally have a statutory right to cancel their contract within 14 days of receiving the goods, without needing to provide a reason.
If you wish to exercise an applicable cancellation right, you must notify Bookish by Cat within the relevant cancellation period.
After notifying Bookish by Cat of your decision to cancel, you must return the eligible goods within 14 days.
To begin a cancellation or return, please contact:
Please include:
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Your name
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Your order number
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Confirmation that you wish to cancel or return your order
You may also use the cancellation form included at the end of this policy, although you are not required to use it.
3. Returning a Mystery Bundle
Where a Mystery Bundle is being returned under an applicable change-of-mind cancellation right, the eligible items forming part of that bundle must be returned together.
Individual mystery items cannot be selectively returned or exchanged simply because you dislike the randomly selected product, colour, pattern, design or theme.
For example, you cannot keep your preferred items from a Mystery Bundle and return only the items you do not want.
Where the cancellation right applies to the entire bundle, the eligible bundle should therefore be returned as a whole, subject to any products for which a statutory return exception applies.
This does not prevent you from contacting Bookish by Cat where an individual item is genuinely damaged, faulty, missing or incorrectly supplied.
4. Seasonal Boxes
Seasonal Boxes contain a curated selection of products, with the expected contents described on the relevant product page.
Some Seasonal Boxes may also contain additional surprise items that are not disclosed in advance.
Where statutory cancellation rights apply, customers may return an eligible Seasonal Box within the applicable cancellation period.
Where the entire Seasonal Box is being returned because you have changed your mind, the eligible contents should be returned together.
Individual products from a Seasonal Box cannot ordinarily be returned or exchanged solely because you dislike the colour, pattern, design, style or variation received.
Where a product description states that colours, patterns, designs or styles may vary depending on stock availability, receiving one of those stated variations does not by itself mean that the product is incorrect or not as described.
Any statutory rights relating to faulty, damaged, unsafe, missing or incorrectly supplied goods remain unaffected.
5. Condition of Returned Goods
Customers may inspect goods in the same way that they would reasonably be permitted to inspect them in a physical shop.
Returned products should be unused and, where reasonably possible, returned with their original packaging, accessories and other components.
Customers are responsible for taking reasonable care of products while they are in their possession.
Where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, Bookish by Cat may be entitled to make an appropriate deduction from the refund to reflect any reduction in value, where permitted by law.
6. Return Postage Costs
Where a customer exercises a change-of-mind cancellation right and the goods are not faulty, damaged, incorrect or otherwise non-conforming, the customer is responsible for the direct cost of returning the goods.
Customers are strongly encouraged to:
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Use a suitable postal service
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Package returned goods securely
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Obtain and retain proof of postage
Where the customer is responsible for arranging the return, proof of postage may be requested if a parcel does not reach Bookish by Cat.
Where an item is being returned because it is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, Bookish by Cat will meet reasonable return costs where required by law.
7. Original Delivery Charges
Where an entire eligible order is cancelled under an applicable statutory change-of-mind cancellation right, the original standard delivery charge will be refunded where required by law.
If you selected a more expensive delivery or priority-processing option, Bookish by Cat is not required to refund any additional amount above the cost of the least expensive standard delivery option offered, where permitted by law.
8. Products That May Be Excluded from Change-of-Mind Returns
Certain goods may be exempt from the statutory right to cancel where a legal exception applies.
These may include:
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Goods made to the customer's specifications or clearly personalised.
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Goods that are liable to deteriorate or expire rapidly.
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Sealed goods that are not suitable for return for health-protection or hygiene reasons where the seal has been broken after delivery.
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Other goods or services that fall within an applicable statutory exception.
The presence of one such product within an order does not automatically remove cancellation rights relating to other eligible products.
These exceptions do not remove your statutory rights where a product is faulty, damaged, unsafe, incorrectly supplied or not as described.
9. Self-Care, Beauty and Hygiene Products
Certain Bookish by Cat products and bundles may contain self-care, beauty or hygiene-related products.
Where a product is supplied sealed and is not suitable for return for health-protection or hygiene reasons, the statutory change-of-mind cancellation right may cease once the seal has been broken after delivery, where the relevant legal requirements are satisfied.
If you are considering returning your order, please do not open sealed hygiene-sensitive products unnecessarily.
Faulty, damaged or incorrectly supplied products remain subject to your statutory rights.
10. Food and Drink Products
Some Bookish by Cat products, bundles and Seasonal Boxes may contain packaged food or drink items.
Where a food or drink product is liable to deteriorate or expire rapidly, it may be exempt from the statutory change-of-mind cancellation right.
Other packaged food and drink products are not automatically excluded simply because they are edible.
Any applicable statutory rights remain unaffected.
11. Personalised Products and Customer Preferences
Some orders may include customer preferences, personalisation or special requests.
Submitting general preferences for a Mystery Bundle — such as colours, themes, styles or likes and dislikes — does not necessarily make the entire Mystery Bundle a bespoke or personalised product for the purposes of consumer cancellation law.
Where a specific product has been made to your specifications or clearly personalised specifically for you, that particular product may be excluded from the statutory change-of-mind cancellation right where the relevant legal exception applies.
This does not affect your rights where a personalised product is faulty, damaged, unsafe or not as described.
12. Handwritten Gift Notes
Bookish by Cat may include a free handwritten gift note at the customer's request.
Requesting a handwritten gift note does not automatically make the rest of the order personalised or remove any statutory cancellation rights that otherwise apply.
Handwritten gift notes are provided at the discretion of Bookish by Cat.
Bookish by Cat reserves the right to refuse to reproduce any message containing content that is offensive, abusive, discriminatory, threatening, hateful or otherwise inappropriate.
13. Mystery Capsule Add-Ons
Mystery capsule add-ons, including Standard Picks, Deluxe Picks, Double Bookish Picks and any other capsule-based add-ons offered from time to time, are randomly selected in the same way as the capsule selections included within Mystery Bundles.
A customer cannot request a refund or exchange for an individual capsule selection solely because they dislike the randomly selected item.
Where statutory cancellation rights apply to the relevant goods or order, those rights remain unaffected.
14. Damaged Goods
Every order is carefully packed before dispatch. However, occasionally an item may be damaged during delivery.
Please inspect your order as soon as reasonably possible after receiving it.
If an item arrives damaged, please contact:
Where possible, please contact Bookish by Cat within 48 hours of delivery.
Prompt notification can make it easier for us to investigate transit damage with the delivery provider.
Please provide, where available:
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Your order number
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A description of the damage
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Clear photographs of the damaged product
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Photographs of the outer packaging
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Photographs of the internal packaging where relevant
Please retain the affected item and packaging while the matter is being investigated where reasonably possible.
The request to contact Bookish by Cat within 48 hours does not limit, replace or remove your statutory consumer rights.
15. Faulty Goods
If a product develops a fault or you believe it was faulty when supplied, please contact Bookish by Cat as soon as reasonably possible.
Please provide:
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Your order number
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A description of the fault
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Photographs or other information that may help identify the problem
Faulty goods will be dealt with in accordance with applicable UK consumer law.
Depending on the circumstances and your statutory rights, an appropriate remedy may include:
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Repair
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Replacement
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Price reduction
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Refund
Consumers may also have a statutory short-term right to reject faulty goods within the applicable legal period.
Nothing in this policy limits any statutory right to reject faulty goods where such a right applies.
16. Incorrect or Missing Items
If you receive an item that you did not order, or an item that should have been included is missing, please contact:
Please provide your order number and details of the issue.
Where appropriate, photographs may also be requested to help resolve the matter.
For Mystery Bundles, an item is not considered "incorrect" merely because:
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It differs from an item shown in promotional photographs.
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It differs from an item received by another customer.
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You would have preferred a different random selection.
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The colour, pattern or design differs where the product description stated that variations may occur.
This does not affect your rights where goods have genuinely been supplied incorrectly.
17. Product Variations
Some Bookish by Cat products may be handmade or individually finished.
Minor variations may therefore occur between products.
Colours may also appear slightly different in person due to lighting, photography and individual screen settings.
Where product descriptions state that designs, patterns, colours, brands or styles may vary, reasonable variations consistent with that description are not considered faults simply because they differ from an example photographed.
Photographs used on the Bookish by Cat website and social media are generally examples only unless a product listing expressly states otherwise.
This does not affect your rights where goods are genuinely faulty, damaged or materially different from their description.
18. Cancelling an Order Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact:
Please contact Bookish by Cat as soon as possible and include your order number.
If the order has not yet been dispatched, the cancellation will be processed where applicable.
If the order has already been dispatched, you may need to follow the returns procedure set out in this policy.
Nothing in this section limits any statutory cancellation right that applies to your purchase.
19. Exchanges
Bookish by Cat does not routinely offer exchanges for individual Mystery Bundle or Seasonal Box items based solely on personal preference.
This includes requests to exchange an item because you would have preferred a different:
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Product
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Colour
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Pattern
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Design
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Theme
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Style
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Random capsule selection
Where an item is faulty, damaged, missing or incorrectly supplied, please contact Bookish by Cat so that an appropriate remedy can be arranged.
20. Refunds
Where a refund is due, it will be issued to the original payment method used to place the order unless otherwise agreed or required by law.
For eligible change-of-mind returns, refunds will normally be processed within 14 days of Bookish by Cat receiving the returned goods, or receiving evidence that the goods have been sent back where applicable.
Any original standard delivery charge due to be refunded will be included where required by law.
Please be aware that your bank, card provider or payment processor may require additional time to display the funds in your account after Bookish by Cat has processed the refund.
21. Partial Refunds
In certain circumstances, a partial refund may be appropriate, including where this is agreed as a remedy for a problem affecting part of an order.
Bookish by Cat will not require a customer to accept a partial refund where another remedy is required by their statutory consumer rights.
Where goods have been handled beyond what is reasonably necessary and this has reduced their value, an appropriate deduction may be made from a refund where permitted by law.
22. Proof of Purchase
Bookish by Cat may request your order number or other reasonable proof of purchase when processing a return, cancellation, refund, replacement or complaint.
This allows the relevant order and transaction to be located and verified.
23. Returning an Order
Customers wishing to make an eligible return should contact Bookish by Cat before sending the goods back so that the appropriate return information can be provided.
Please contact:
Please do not send returns to an address found elsewhere without first confirming the correct return details with Bookish by Cat.
Customers making a change-of-mind return are encouraged to use a suitable postal service and retain proof of postage.
Returned goods should be packaged securely to help prevent damage in transit.
24. Statutory Consumer Rights
Nothing contained within this Returns, Cancellations & Refunds Policy excludes, restricts or otherwise affects any rights or remedies available to customers under applicable UK consumer law.
This includes rights relating to goods that are:
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Faulty
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Not of satisfactory quality
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Not fit for purpose
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Not as described
It also includes applicable rights relating to online and distance purchases.
Where there is any conflict between this policy and a customer's statutory rights, the applicable statutory rights will take precedence.
25. Changes to This Policy
Bookish by Cat may update this policy where necessary to reflect changes to products, business operations or applicable legal requirements.
The policy applicable to an order will generally be the version in effect when the order was placed, subject always to applicable consumer law.
26. Contact
For questions regarding cancellations, returns, damaged or faulty goods, replacements or refunds, please contact:
Bookish by Cat
Email: admin@bookishbycat.co.uk
Please include your order number wherever possible to help your enquiry be dealt with efficiently.
Cancellation Form
You may use this form if you wish to cancel an eligible online purchase.
You do not have to use this form. You may instead contact Bookish by Cat by email with a clear statement confirming that you wish to cancel your order.
To:
Bookish by Cat
admin@bookishbycat.co.uk
I hereby give notice that I wish to cancel my contract for the sale of the following goods:
Order number:
Goods ordered:
Date ordered:
Date received:
Customer name:
Customer address:
Date of cancellation: