General Instructions for Claim Verification

At Catopian, we try our best to keep everything simple and straightforward. Even though we work hard to make sure that our customers have a pleasant shopping experience, there's always a small chance that you are not entirely satisfied with your purchase. 

Our refund policy is straightforward: If it's our fault we offer you full refund, no need for returns. But if you change your mind after purchase or if fail to read our product information carefully regarding the size, material, etc., we cannot accept a refund.

To keep things simple, we have created the below guideline to help with the verification process when the customers are dissatisfied with a product or when they think a product is different from its description on our website. 

Please follow the instructions for the relevant complaint and send the pictures to Support@Catopian.com.au. We will verify the issue and respond within 24-48 hours.

 

Common Causes of Complaint

1- The T-shirt/Sweatshirt I purchased is not the right size.

Each of our clothing items come with a size chart. We have also specified that the sizes vary across different suppliers and therefore it is the buyer's responsibility to check their sizes and order the right size. We also do allow a +/- 2cm difference due to manual measurements.

If you believe that the item you purchased differs significantly from the size chart provided, please follow the bellow guideline to provide us pictures of the item you purchased.

1- Place the T-shirt on a flat surface.

2- Using a measuring tape measure the height of the T-shirt. To do this, place the zero of the measuring tape where the neck opening starts. Make sure that the reading on the measuring tape is visible in the picture.

3- Using a measuring tape measure the bust of the T-shirt. To do this, place the measuring tape below the sleeves, where the sleeves connect to the body. Make sure that the reading on the measuring tape is visible in the picture.

4- Using a measuring tape measure the shoulder width. To do this, place the measuring tape above the sleeves, where the sleeves connect to the body. Make sure that the reading on the measuring tape is visible in the picture.

5- Using a measuring tape measure the sleeve length. To do this, place the measuring tape above one sleeve, starting from where the sleeve connects to the body. Make sure that the reading on the measuring tape is visible in the picture.