Last updated: 01.01.2026

 

This Refund Policy sets out the terms under which refunds may be issued by Custom Pet Enclosures ("we", "us", "our"), a UK-based business specialising in the design, manufacture, and installation of custom-made Catios.

This policy should be read alongside our Terms and Conditions and Privacy Policy.

 

1. Overview

Because our Catios are custom-made to order, refunds are handled differently from standard off-the-shelf products. Your statutory rights under UK consumer law are not affected.

 

2. Your Legal Rights

Under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, you have certain rights when purchasing goods and services.

However, the right to cancel within 14 days does not apply to goods that are made to the consumer’s specifications or are clearly personalised.

 

3. Cancellations Before Work Has Started

If you wish to cancel your order before design or manufacturing work has begun, you may be entitled to a full or partial refund.

• Any non-recoverable costs already incurred (such as design time, site visits, or materials ordered) may be deducted from the refund

• Refunds will be issued using the original payment method

 

4. Cancellations After Work Has Started

Once design, manufacturing, or preparation work has started, refunds are generally not available, as the product is custom-made specifically for you.

At our discretion, we may offer a partial refund where possible, minus:

• Design and labour costs

• Materials already purchased or used

• Any other reasonable costs incurred

 

5. Faulty or Defective Products

If your catio is faulty, damaged, or does not meet the agreed specification, you have the right to a remedy under the Consumer Rights Act 2015.

Depending on the circumstances, we will:

• Repair the issue

• Replace the affected part

• Offer a partial or full refund where a repair or replacement is not possible

Please notify us as soon as possible after installation if you believe there is a fault.

 

6. Installation Issues

If there is a problem with installation workmanship, please contact us promptly. We will arrange an inspection and carry out any necessary remedial work.

Refunds related to installation issues will only be considered if the issue cannot be resolved. We must reiterate that this is very rare as Dan is a total perfectionist!

 

7. Deposits

Where a deposit is required:

• Deposits are generally non-refundable, as they secure your booking dates and cover initial design and administrative costs and materials that we will use for your build. 

• This does not affect your rights in relation to faulty goods or services

 

8. Payments Made Online

Payments made online (including via Stripe) will be refunded to the original payment method where applicable.

Please allow up to 10 working days for refunds to be processed, depending on your payment provider.

 

9. How to Request a Refund

To request a refund, please contact us with:

• Your name and order reference

• A brief explanation of the reason for the request

• Any supporting photographs or information

Email: Dan@custompetenclosures.co.uk
Phone: 07957230257

 

10. Changes to This Refund Policy

We may update this Refund Policy from time to time. Any changes will be posted on our website with an updated revision date.

 

11. Contact Us

If you have any questions about this Refund Policy, please contact:

Custom Pet enclosures
Email:Dan@custompetenclosures.co.uk
Phone: 07957230257