Cats Protection shop is completely dedicated to your total satisfaction. If you have any suggestions or comments please email us by clicking on 'contact' here or at the bottom of this page.

Our Contact details:
Cats Protection shop
Woodview Road
Paignton
TQ4 7SR

Sales telephone: 0844 324 8523
Customer service telephone:0333 2405 892
Email: catsprotection@cbfulfilment.co.uk
Open Monday to Friday, 8am to 6pm. Saturday and Sunday 9am to 5pm.

Please kindly do not contact cats protection head office directly with order queries. If you do need to contact us with a query, please email catsprotection@cbfulfilment.co.uk or call 0333 2405 892 and we will respond as soon as possible.

Making a purchase couldn't be easier. Just browse our store, and add any items that you wish to buy into the shopping basket. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.

We accept credit card payments. If you are shopping from outside of the UK your credit card company will convert the transaction into your own currency.

We accept Visa, Visa Debit, Mastercard, Solo, Maestro and Visa Electron. Backordered items will be charged at the time of placing the order and will be shipped as soon as they become available. You may send your credit card information via phone, fax, mail or over the Internet.

When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

Cancelling an order:

Cats Protection strives to process your order immediately after Checkout so you can receive your goods as soon as possible. Once you have hit the Purchase button at Checkout we begin to process your order. If you decide after Checkout that you would like to cancel your order please call 0333 2405 892 or email catsprotection@cbfulfilment.co.uk. If you call or email within 24 hours your credit card will be credited for the entire purchase price and the cost of standard postage as long as you refuse delivery and "Return to Sender" when the order arrives. If you do not call within 24 hours to cancel, unfortunately we will not be able to refund your postage charges.

Q) What are the shipping and handling costs and where do you deliver to?
A) Cats Protection charge just £4.95 per order to post anywhere in the United Kingdom up to the value of £49.99. Postage is FREE for orders with a goods value of £50 and over, excluding Cats Protection gift cards and donations. We also offer an Express Delivery Service to UK mainland addresses.


Q) How long will my order take to arrive?
A) Your order will be processed upon receipt and should be delivered within 7 working days if items are in stock (addresses outside of the UK mainland will take longer). Please allow enough time for any onward postage of cards and gifts and order early to avoid disappointment.

Larger sized parcels are sent via couriers DPD and Parcel Force and if a mobile number is provided you will be advised via text message of the anticipated delivery date.


Q) When do I need to order by to get my goods in time for Christmas?
A) We usually deliver within 7 working days but orders can take longer at busy times. All orders received by noon on the 16th December 2023, excluding personalised items, should be received by Christmas Eve subject to stock availability.

Q) Do you offer next day delivery?
A) Cats Protection are delighted to offer an express delivery service.

The cost of express delivery is £9.95 for any size of order and can be selected during checkout.
This service is only available for UK mainland addresses, excluding Scottish Highlands.

Please place your order before 12 noon from Monday to Thursday and we will despatch your parcel promptly for next day delivery.

If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.

For orders made from the UK or the European Union, 20% VAT is added. All other orders are VAT free.

When the order is placed at our website, credit card numbers are encrypted using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.

We guarantee your satisfaction.

If you need to reach us, please email us using the link on the store page, alternatively, you can call on 0333 2405 892 (International +44 0333 2405 892) or write to us at Woodview Road Paignton TQ4 7SR United Kingdom

We treat your data with the utmost respect and care. We always aim to be as transparent to our customers as possible and we treat your data the way we would expect our own personal data to be treated. You can find out about what information we store, how we process your data, your rights and other privacy related information in the following privacy policy. If you have any questions relating to your personal information, please contact the Data Controller: Information Governance Officer, Cats Protection, National Cats Centre, Chelwood Gate, Haywards Heath, Sussex, RH17 7TT or email dataprotection@cats.org.uk. To view Cats Protection's Privacy Policy, please see the following link: https://www.cats.org.uk/terms-privacy

Who are we?
Cats Protection Shop is a trading name of Otter House Ltd (Company Number: 2655839) who run this website on behalf of Cats Protection Ltd. Otter House Ltd is the Data Processor for this website and are registered with the Data Protection register under Registration Number Z6136350. Cats Protection is the Data Controller for this website and are registered with the Data Protection register under Registration Number Z6482198.

Cats Protection shop's Legitimate Interests:
Cats Protection Shop has a legal basis for processing your personal information in relation to the reasons you have submitted your details these include:

When we have your consent to process your information for a specific purpose, for instance:
- to respond to your requests for specific services, products and information
- to contact you in relation to all purposes where you have consented

When the processing is in relation to a contract we may have with you, for instance:
- to process your donation or Gift Aid
- and any queries or issues that may arise in connection with this processing
- to manage your purchase orders, delivery of products and communicate with you about those orders

When the processing is necessary in order for us to comply with a legal obligation, such as data protection and any other applicable legislation, for instance;
- to record any contact, we have with you so that we can manage any queries or complaints
- to prevent or detect fraud or abuses of our website

What data do we hold?
We only hold the data that is necessary to fulfil our contract with you on behalf of the charity and make sure our service is the best it can be. To process any orders, we will need to hold your name, address, email address and telephone number on our systems. We store this data so that we can not only complete our contract with you to fulfil your order but also for fraud protection reasons and to be able to provide refunds etc. Your order information is passed to another Data Processor; WHISTL UK Limited (To view WHISTL UK Limited - GDPR Compliance Statement please see the following link: https://www.whistl.co.uk/news/whistl-gdpr-compliance-statement). WHISTL UK Limited fulfil your order and then remove the order information after suppling the order details to Cats Protection.

When you visit our website, we track each browsing session and the various products you have visited. We do this for several reasons including gaining feedback on our products and services, as well as being able to provide a better service to you by recommending products and services we think you will like. We use this data to tailor our emails to you and make use of it through our other marketing channels if you have subscribed to our email list or any of those other channels.

You can read more about our cookie policy here:
https://www.catsprotectionshop.co.uk/acatalog/Cookie-Policy.html

We do not store or hold any credit or debit card information. All payments go through our payment providers (Opayo and PayPal) securely using encryption.

We store your device type and IP address in our system logs for fraud protection reasons and to help identify any intrusions or Denial of Service attacks on our website. We do not use your IP address for any other reason and all logs are stored securely on our servers. These logs are deleted periodically.

Our website servers are hosted in the UK.

Who do we share your data with?
For us to function as a business and provide you with the best possible customer service and experience, we work with a few other third parties. We also share some of your data with our customer support team and other staff members as required so they can support you in case of a problem with a purchase or product or to help fulfil our contract with you (for instance a warehouse picker/packer). We only share your data with third party companies to fulfil our services to you. We will never sell your data to any other company or third party.

Our website uses Google Analytics to track user interaction. We use this data to determine how many people are using our site, what they are viewing, when they are viewing it and how they are navigating through the site. We use this data as feedback to be able to improve our service and offerings to you and it helps us with making decisions on how our promotions are doing, server requirements in the future (capacity planning) etc. Google records data like your approximate location, internet browser, device and operating system however, none of this device is identifiable to us. Google analytics does record your IP address though this is not identifiable to us. Google makes use of cookies. You can control cookies using your browser settings (Please see here for more information: http://www.allaboutcookies.org/manage-cookies/).

We provide several ways for customers to pay for their goods so if you have a PayPal account you can use that account to make a payment. We also use Opayo for standard credit/debit card payments. This Privacy Policy does not cover these external processors so please read their respective privacy policies if you are concerned about the way your data is processed. Whilst we believe that all payment information is processed by servers hosted in the European Economic Area (EEA), we cannot guarantee it as these payment processors may end up using servers hosted in the USA or elsewhere. If you are not happy with the possibility of payment information being sent outside of the EEA, we recommend that you do not use our site to purchase products, services or donations.

We use a variety of other third-party companies who provide professional services to us and help us run our business. These companies help us with things like merchandising our site and internal search results of our website, marketing agencies, email service providers, advertising partners and other software partners (for example postcode lookup). We may use companies whose services are either based in the EEA (European Economic Area) or are located outside of the EEA but are under an equivalent and approved privacy scheme by the EU (for example the EU-US privacy shield see here for more information: https://www.privacyshield.gov/welcome).

Our current Data Processors are:
Google analytics: Our website like many others uses GA to track information about number of users, pages visited, length of browse time. We use this information to improve our sites and services.

Google reCAPTCHA: Our website like many others uses reCAPTCHA, a CAPTCHA system that enables the website to distinguish between human and automated access to the website on our checkout. We use ensure our site is protected from potential cyber-attacks.

Google AdWords: We place advertisements on Google's search pages that are based on your search term as well as potentially on other websites that support retargeting ads, and which are accessible via Google's AdWords platform. We use the consent lawful basis for processing under GDPR in order to do this. You can control these cookies using our cookie consent tool by Cookiebot or via your browser.

WHISTL UK Limited: WHISTL UK Limited fulfil your order and then remove the order information after suppling the order details to Cats Protection. WHISTL UK Limited is a Data Processor for this website and are registered with the Data Protection register under Registration Number Z692857X.

Opayo (Formerly Sage Pay): Our website like many others use payment providers to process the payments online for your orders securely using encryption. We use this information to confirm whether payment has been made and to action refunds. For more information on Opayo and their privacy policy, please see here for more information: https://www.opayo.co.uk/policies/privacy-policy

PayPal: Our website like many others use payment providers to process the payments online for your orders securely using encryption. We use this information to confirm whether payment has been made and to action refunds. For more information on PayPal and their privacy policy, please see here for more information: https://www.paypal.com/uk/webapps/mpp/ua/privacy-prev

Facebook Pixel : We use the Facebook Pixel to track conversions of products that are bought when a customer/supporter comes to this site from the Cats Protection Facebook Page and may also be used to target advertisements to you on Facebook if you have visited this website. Under GDPR this requires your consent and can be controlled using the cookie management tool on our website.

Your Rights
Under the General Data Protection Regulations (GDPR) you have several new rights in relation to the data we store and hold about you:

- The right to see what information we have via a subject access request: please email dataprotection@cats.org.uk. If you wish to see what data, we hold on you. Or for further information on Cats Protection's Privacy Policy, please see the following link: https://www.cats.org.uk/terms-privacy

- The right to be forgotten and have your data removed from our systems.
- The right to have your data rectified if it is incorrect.
- The right to be informed about the way we process and handle your data. You can read about how we process your data and handle it in this privacy policy.
- The right to data portability so you can reuse your personal data for your own purposes across different services
- The right to opt out of automated decision making including profiling.
- The right to lodge a complaint with a supervisory authority

You can read more about your rights and GDPR here at the information commissioner's office https://ico.org.uk

Marketing:
If you do not wish to receive our marketing anymore, you can stop receiving marketing messages from us through
- Previous marketing emails we have sent you by clicking the unsubscribe link
- By contacting our customer services team

Data Retention
We keep order information for our own records and legal reasons for a limited amount of time. However, we will not keep this information longer than is necessary. If you do ask for your data to be erased, we may not be able to remove all of it due to ensuring we uphold our responsibilities to legal or regulatory requirements, fraud and abuse or to enforce our terms and conditions.

Changes to how we protect your privacy
Data protection and security is an ever-changing landscape. Our website will continually evolve with new service providers and mechanisms to provide our customers with a better service. Your data and privacy are of the utmost importance to us. We will always ensure your data is protected when implementing new services and will update this privacy policy as and when new things become live.

How to contact us
We always want to hear from our customers (especially if you feel we've let you down or could do better).
If you:
- Have any questions or feedback about this notice
- Would like us to stop using your information
- Want to exercise any of your rights as set out above, or have a complaint

Please don't hesitate to contact our Customer Care team, who will be happy to answer any questions you may have.

You can contact the Cats Protection privacy team by post: Information Governance Officer, Cats Protection, National Cats Centre, Chelwood Gate, Haywards Heath, Sussex, RH17 7TT or email dataprotection@cats.org.uk.

PLEASE NOTE: THIS RETURNS POLICY IS FOR ONLINE SHOP PURCHASES ONLY. IF YOU HAVE PURCHASED FROM A CATS PROTECTION HIGH STREET CHARITY SHOP, PURCHASES NEED TO BE RETURNED WITHIN 14 DAYS.

- We offer a 30-day money-back guarantee.

If you are not completely satisfied with your purchase, you may return it to us within 30 days of purchase for a prompt refund.

Returning an item:

For a refund, items must be returned within 30 days of purchase with the original packaging.

It is acceptable to return an item with shrink-wrap removed, as long as the item has not been used or damaged after receipt.

You will receive a full refund, including the cost of delivering the goods to you.

Your refund will be processed within 30 days of the cancellation.

This does not affect your statutory rights.

We regret that food items cannot be returned unless faulty.

Instructions for Return:

1. Please enclose the delivery note, including your name and order number with the returned item(s). Tape the box securely using heavy-duty packing tape.

2. Send your returned item(s) via an insured carrier, such as Royal Mail Recorded delivery. This will be at your expense. We cannot be responsible for lost returns.

3. Send your return to:

Charity Returns c/o Whistl (Southwest)
Unit 2G
Wrangton Business Park
South Brent
Devon
TQ10 9GQ

Customer Service telephone: 0333 2405 892
Email: catsprotection@cbfulfilment.co.uk

We are not responsible for lost returns. If you have questions about your return, please contact our Customer Service team on the telephone number above.

Instructions for damaged or wrong items:

If your order has been damaged or contains the incorrect items, you must first contact our Customer Service team. Please provide your name, order number and request for refund or exchange.

Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm