Refund policy

Returns and Refunds

As all our items are Made to Order and Personalized, we are not able to accept returns.

Due to the same reasons the items are exempt from the period of 14 calendar days return period without having to give a reason, known as the ‘cooling-off period’ or 'cancellation period'.
Also, the items cannot be returned if used due to hygienic concerns making them unsellable.
These rights are governed by the Consumer Rights Directive 2011/83/EU
- Goods that are made to order or clearly personalized

Our cancellation refund policy lasts 48 hours from the time order is placed. If more than 48 hours have gone by since your purchase, unfortunately, we will not be able to offer you a refund anymore since the order will already be in progress.

If you apply for a refund within 48 hours of placing your order, then your order will be cancelled and your refund processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days depending on the payment processor.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at shop@scratchythings.com.

Sale items (if applicable)

Only regular priced items may be refunded, but unfortunately sale items cannot be refunded.

Damaged or lost packages

Packages can be delayed, damaged or lost at some point in the delivery process. Please report any issues the moment you receive the package and send all the relevant info to us so we can open the claim in the 24h limit imposed by the postal service. In case there is damage to the package, you need to make the damage report with the delivery driver as the delivery company reserves the right to deny any claims that are not made on the spot.

We will do our best to arrange to send replacement items, but if the claim is not reported to us on time, our options will be very limited.

Depending on where you live and the postal service used, the time it may take to process the claim, may vary.