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. Don't worry. We are here to support you every step of the way.
Here's how the process works:
- If, upon receiving an order from us, you discover that it is either damaged, defective, or not what you ordered, please contact us within 48 hours since the receipt of the package via our Online Web Form.
- A staff from our customer service team will respond to you within 12 to 48 hours to verify the cause of your dissatisfaction and to ask for proof (usually pictures with specific instructions).
- If we are convinced that the item was faulty or not as described on our website, we will then offer you a choice between ordering the same item again or receiving a full refund of your money.
- If you choose to re-order, we will send you the same item again free of cost. The replacement order will reach you within the similar shipping time as your first order.
- If you choose to get a refund, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer's policies.
PLEASE NOTE: We do not offer a refund if you order the wrong size or change your mind after purchase. So please choose with care.
If you have any questions on how to claim for a refund, please contact us via our Online Web Form or email us at email@example.com.