Refund Policy
Last updated: March 2026
Our Policy
Its.That. (trading as GoKatMe Ltd, Wirral, UK) offers refunds and replacements in the following circumstances.
Eligible for a Refund or Replacement
- Item arrived damaged or defective
- Item does not match the product description or image on the website
- Wrong item was received
- Item was lost in transit and not delivered within 15 working days of dispatch
Not Eligible for a Refund
- Change of mind after ordering
- Incorrect size ordered (please use the size guide before ordering)
- Damage caused by misuse or improper washing (follow care instructions provided)
- Claims made more than 30 days after the delivery date
How to Request a Refund
To request a refund or replacement, please contact us within 14 days of receiving your order using the Contact page. Include your order number and a photo of the issue where applicable.
We aim to process all approved refunds within 5–10 working days to your original payment method. You will receive an email confirmation when the refund has been processed.
Your Statutory Rights
This policy does not affect your statutory rights under the UK Consumer Rights Act 2015. If you believe your rights have not been met, you may be entitled to a repair, replacement, or refund under UK consumer law.
For more information about your rights, visit Citizens Advice or GOV.UK Consumer Rights.
