Shop returns and refunds
Everything in the CatchTank Shop is printed to order with your own photo and catch details. This page explains what happens if something goes wrong. It applies to physical Shop orders paid through Stripe. For CatchTank Pro (bought through Apple), see Support.
Faulty, damaged or wrong items
If your order arrives damaged, faulty, misprinted, or isn’t what you ordered, we’ll put it right free of charge.
- Email hello@catch-tank.com within 30 days of delivery with your order number (in Shop → My orders, and in your confirmation email).
- Include a photo of the problem, and of the packaging if it was damaged in transit.
- We’ll send a free replacement, or a full refund if you prefer. You don’t normally need to send the item back; if we do ask, we’ll pay for the return.
Refunds go back to the card or payment method you used, within 14 days of us agreeing the refund.
Lost or late orders
If your order hasn’t arrived within 10 working days of dispatch, email us with your order number and we’ll track it down. If it’s lost in the post, we’ll send a replacement or refund you.
Changing your mind
Because Shop products are made to your specification and clearly personalised, the usual 14-day right to cancel online purchases doesn’t apply once we’ve started making them (Consumer Contracts Regulations 2013, regulation 28(1)(b)). We can’t accept returns of personalised items just because you’ve changed your mind.
- Cancel quickly and it’s free. Orders are held for 1 hour before they go to print. Email us within that time and we’ll cancel and refund in full.
- Check before you pay. Look carefully at the preview, size and delivery address. We can’t replace items printed exactly as previewed, or sent to an address you entered incorrectly, free of charge, but get in touch and we’ll help if we can.
- Any product that isn’t personalised [if any, e.g. gift cards or accessories] can be cancelled within 14 days of delivery for a full refund of the item price. You pay the return postage unless it’s faulty.
Colours and photo quality
Printed colours can look slightly different from your phone screen, and low-resolution photos may look softer when printed large. Small colour differences aren’t a fault, but a print that looks clearly wrong is: tell us and we’ll look at it.
Your legal rights
Nothing on this page affects your statutory rights. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they aren’t, you’re entitled to:
- a full refund if you reject faulty goods within 30 days of delivery;
- a repair or replacement after that, and a refund or price reduction if a repair or replacement doesn’t fix it;
- in some cases, remedies for up to six years (five in Scotland).
For independent advice, contact Citizens Advice on 0808 223 1133.
Contact
Oliver Edwards, trading as CatchTank (CatchTank Shop)
Email: hello@catch-tank.com
Address: 22 Lysia Street, London SW6 6NG
See also: Shop terms · How we use your order details