Terms & Conditions

Updated on the 18/12/2020

www.katzenworld.shop and www.katzenworld.co.uk are sites operated by Katzenworld Ltd (“we”). We are registered in England (Company No 09066735 and VAT number 199 285 250) and our registered office is 53 Willow Road, Kettering, NN15 7BA, UK. This is the trading address for our online shop and any queries or enquiries should be addressed to “Katzenworld” at the above address. Alternatively you may e-mail shop@katzenworld.co.uk.

These terms and conditions apply to all sales made to you via this website. By placing an order you are deemed to have accepted these terms and conditions. Please read and familiarise yourself with them. For privacy information of our website please refer to the Privacy terms published here.

1. Customers

By placing an order through our site, you warrant that:

a) You are legally capable of entering into binding contracts;

2. Representation of products

We reserve the right to alter, without notice, the range of products, prices of products and terms and conditions of sale before you place an order. Please note product shades may vary for merchandise. All measurements are approximate. Should a particular product (or part of a product) be unavailable we reserve the right to cancel your order. We reserve the right to withdraw any item from sale without notice.

3. Our contract with you

After placing an order, you will receive an e-mail from us acknowledging that we have received your order. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy a product or products as advertised by us. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an e-mail that confirms that the product(s) has/have been despatched (the “Shipping Confirmation”). The contract between you and us (the “Contract”) is only formed when we send you the Shipping Confirmation.

Worldwide orders are welcome, however we reserve the right to cancel an order if postage providers do not ship to your country or we are prohibited from sending certain products to your country. Please do get in touch if you are unsure if an item can be posted to your country as we would charge an admin fee of £5 or actual fees incurred for orders placed in error that we have to cancel.

The Contract will relate only to those products whose dispatch we have confirmed in the Shipping Confirmation. We will not be obliged to supply any other products which may have been part of your order.

If we decide not to accept all or part of your order, we will not be obliged to supply any (other) products which may have been part of your order and will instead arrange a full refund for that element of your order.

Cut off time for same day dispatch for next day orders is 12.00 UK local time.

4. Consumer Rights

If you are contracting as a consumer, you may, subject to the terms of our Returns Policy set out below, cancel a Contract at any time within 14 calendar days, beginning on the day after you received the products. In this case you will receive a full refund of the price paid for the products minus our outbound postage cost in accordance with our Refunds Policy set out below.

To cancel a Contract you must inform us in writing. You must also return the products to us immediately, in the same condition in which you received them, and at your own cost and risk. You have a legal obligation to take reasonable care of the products whilst they are in your possession. If you fail to comply with this obligation we may have right of action against you for compensation.

This provision does not affect your statutory rights.

5. Returns Policy


You may, within 14 calendar days of receipt of your order, return any item in unused, original condition for a full refund minus our postage cost, unless of course the product was received faulty or broken in which case you are also entitled to a refund of the postage. You will receive a refund according to our refunds policy set out in our Shipping & Returns policy document.

Made to order and custom assembled products are excluded from this return policy.

Some of our products are fragile. Whilst every care will be taken to deliver the goods safely, inevitably some breakages may occur. In this event we will replace the damaged goods or offer you a refund.

However, you must provide the following:

  • Photos of the outside packaging
  • Photos of the inside packaging
  • Photos of the damaged item from 2 sides

If you wish to return items, you must inform us in writing. You must also return the product(s) to us immediately, in the same condition in which you received them, and at your own cost and risk. You have a legal obligation to take reasonable care of the products while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.

The return package, including written details of the reason for return, must be sent to the following address:

Katzenworld LTD, 53 Willow Road, Kettering, NN15 7BA, UK.

Gift certificates and any item for which you request the inclusion of a personalised message may not be returned.

Returned items must strictly be in unused condition. Used items can not be returned, this does not impact your statutory rights for returning unused products.


Due to the complexity surrounding international orders, all international orders are non-returnable unless faulty. Returns would incur customs and duty charges upon return hence why these are not viable.

Please note that there are certain products we can ONLY ship to a UK address! Yoto content cards for example can ONLY be shipped to a UK address due to licensing rules.

6. Refund Policy

If you return items within the period mentioned above and in accordance with the terms of our Returns Policy, we will process the refund due to you as soon as possible after receiving the returned items. In this case, we will refund the price of the product in full, excluding of the original delivery charges charged to you unless the item you returned was faulty / damaged in which case delivery charges will be refunded. You will be responsible for returning the item to us in its original condition and all postal costs or other costs incurred when returning the product(s).

If you return the product because you are claiming that it is defective we will examine the returned product and will notify you of our findings and confirm whether you are entitled to a refund on the grounds that the product was defective. Defective products returned by you will be refunded in full, including a refund of the original delivery charges charged to you and the postal cost incurred by you in returning the item to us provided that a receipt for or evidence of such costs is provided.

Please note that for Yoto products ALL repair and Warranty requests are provided directly by Yoto and you’ll need to open a ticket with them here. Yoto will work with you to test and verify the condition of cards / hardware. Should a product be deemed as faulty during this process Yoto will ask you to return it directly to them and send you a replacement directly.

Some of our products are fragile. Whilst every care will be taken to deliver the goods safely, inevitably some breakages may occur. In this event we will replace the damaged goods. However, you must provide the following:

  • Photos of the outside packaging
  • Photos of the inside packaging
  • Photos of the damaged item from 2 sides

Please note that special terms apply to orders via our Payment Plan option via PayPal. The initial 10% deposit on payment plan orders is non-refundable in case of cancellation due to the higher than usual payment gateway fees and associated administration cost.

7. Prices and Payment

Prices are valid at the time of order.

Full payment must be made prior to despatch of the products, by credit or debit card. We accept all major debit/credit cards. In the event of non-authorisation of payment by your card issuer you will receive an on screen notification and your order will not be processed. We cannot accept liability for any losses or costs incurred or sustained by customers who transmit credit or debit card information. (See our Security Policy below)

All prices are inclusive of VAT (where applicable) at the current rate and are correct at the time of entering the information onto the system. We reserve the right to amend prices without notice from time to time.

The total cost of your order is the price of the products ordered plus delivery charges.

By completing the process for an online order you are confirming that the credit/debit card being used for the transaction(s) is yours.

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to, or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.

In cooperation with Stripe & PayPal we offer you checkout options to use credit cards, debit cards, bank payments, Apple Pay and Google Pay

In cooperation with clearpay we provide the option to shop now and pay later through 4 interest free installments. Please check the clearpay terms and conditions for details if using this payment method.

Please also note that cancellations before dispatch have special terms and while they can be cancelled at any time will incur a cancellation charge if you would like a cash/card refund. The cancellation fee amount will depend on your payment method and country and can vary from 30p + 2% – 30p plus 6%. If you decide to take store credit you will be given the full amount as store credit without a cancellation fee!

Special terms apply to orders via our Payment Plan option via PayPal. The initial 10% deposit on payment plan orders is non-refundable in case of cancellation due to the higher than usual payment gateway fees and associated administration cost.

This cancellation charge covers our cost of payment processing only and does not apply to returns.

Pre-orders – For canceling pre-orders a 5% cancellation fee applies.

8. Discounts, Coupons and Cashback

Please note that coupons and discounts can not be stacked. Only one individual code can be applied to an order. In terms of cashback, this can only be earned on orders paid at full price or orders that use a code published on the relevant cashback site as an extra discount in addition to their cashback rate.

9. Delivery

Delivery will be by post or courier.  Delivery estimates may vary depending on your location and you are welcome to check with us prior to ordering how long it will take to your location or country.

While we offer people the option to choose a preferred delivery method (post or courier) we may at times have to change this for operational reasons to a different method. For example RoyalMail doesn’t carry items heavier than 2kg and thus a courier would have to be chosen even if your preffered method indicates RoyalMail instead of a courier. Please note that our Next Day Options are working days only, if you require a Saturday delivery please get in touch for a quote with a specialist courier. Courier pickups are also only Monday – Friday.

Deliveries can be made worldwide, however depending on your location delivery times may vary. For deliveries to certain areas or countries an additional charge may be required – if this is the case we will contact you by telephone or e-mail and the additional charge must be paid prior to the despatch of your order.

Delivery charges will be dependant on the weight of the products ordered.

Certain products must be signed for on delivery and in accordance with our chosen courier’s terms of carriage. However, tracking is not included per default on all orders. If tracking is important to you please chose RoyalMail tracked or signed for during checkout.

We will not be liable for any failure to perform or delay in performance of any of our obligations under a contract with you that is caused by events outside our reasonable control. We will use our reasonable endeavours to notify you if such an event occurs.

Customs and duty charges are the responsibility of the customer upon receipt of their orders. Unless stated otherwise all of our items are shipped from within the U.K.

Our full shipping conditions can be found here. By placing your order you agree that you’ve reviewed our shipping information.

10. Risk and title

The products will be at your risk from the time of delivery to you.

11. Intellectual property

No permission is given by us in respect of the reproduction or use for commercial or detrimental purposes of any brand names, product names, designs and other material shown on or connected with our website in which intellectual property rights subsist.

12. Governing Law

These terms and conditions shall be governed by and construed in accordance with English Law and all parties shall submit to the exclusive jurisdiction of the English Courts. If you have any queries or complaints please contact us at the following address:

Katzenworld LTD, 53 Willow Road, Kettering, NN15 7BA, UK

Alternatively, please email shop@katzenworld.co.uk

13. Limitation of liability

We shall not be liable to pay any compensation to you, other than any refund as provided above. In particular, but without limitation, we shall not be liable to you for loss of profit, damage to goodwill, any indirect or consequential loss or damage arising out of any damage, defect, negligence or other failing on our part unless:

(i) you have expressly made us aware in writing of the nature and extent of the loss or damage which you may suffer in such situation; and (ii) we have expressly confirmed in writing that we accept liability for such matters.

Our liability for losses you suffer as a result of us breaking this agreement or any other duty owed to you (if any) is strictly limited to the purchase price of the product.

Nothing in these terms shall limit any rights you may have as a customer which are not capable of being lawfully excluded or limited.

14. Security Policy

We take your online security very seriously.

When you place your order, you are offered the use of an advanced secure server, which encrypts all the information you input before it is sent to us.

Credit card numbers are encrypted both before an order is processed and when stored on our payment providers such as PayPal and Amazon payment.

We will comply with the requirements of the UK Data Protection Act 1998 to ensure that your personal information is processed fairly and lawfully and we will take appropriate precautions to keep your personal data secure.

To check the security of our website, simply look in the lower bar of your browser when you fill in your payment details. You will see an unbroken key or closed lock, showing that encryption is active and your information is secure. For security reasons, we strongly recommend that you do not send credit card numbers by standard email but use the secure facility provided on this website.

15. Privacy Policy

Click here to read our Privacy Policy.

16. General

You agree fully to indemnify, defend and hold us, and our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the terms and conditions by you or any other liabilities arising out of your use of this website, or the use by any other person accessing the website using your shopping account and/or personal information.

Our rights
We reserve the right to:

Modify or withdraw, temporarily or permanently, this website (or part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to the website; and/or change the terms and conditions from time to time, and your continued use of the website (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the terms and conditions have been changed. If you do not agree to any change to the terms and conditions then you must immediately stop using the website.

We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order secure, but in the absence of negligence on our part or our non-compliance with the Data Protection Act 1998 we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from our website.

Refusal of transaction
We reserve the right to withdraw any products from this website at any time and/or remove or edit any materials or content of this website. We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any product from this website whether or not that product has been sold; removing or editing any materials or content on the website; refusing to process a transaction or unwinding or suspending any transaction after processing has begun.

Orders placed in error

If you’ve placed an order in error you can receive a gift card to the full value of your order to order something different. If you wish to receive a refund to the original payment method a £5 admin fee or the actual cost from our payment providers (whichever is higher) will be charged to facilitate your refund.

Orders returned by our courier due to non-interaction with the delivery company by yourself:

For DPD you will receive a text and email via the details you provided. This gives you the exact day and time of delivery this can be changed using the options contained in the text/email. If you do not action this and are not home at the time of delivery this will only be attempted once, after a failed delivery your parcel will be delivered to a local pickup shop from where it would need to be collected by yourself. If your parcel is returned to us due to not interacting with the shipment pre-advice / not collecting it from the pickup shop the courier charge (approx £15) will be taken off any refund or if you’d like it sent out again you will be invoiced this charge and new postage cost.

RoyalMail will depend on the service chosen but if you do not collect your item from them or arrange a re-delivery in the time of the service a courier return charge of £15 will apply.

International deliveries vary by courier but all of our partners send you emails with details of your parcel. Return charges will however vary based on country.

Orders returned by our courier due to invalid addresses:

All couriers charge an admin and return fee for returning items with an invalid address. If this is the case you will, unfortunately, have to pay for posting out again or in the case of wanting a refund the 15£ admin fee and outbound postage cost will be deducted for UK deliveries

International return costs vary by courier and country.

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