Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@katinio.com. We will provide you with return instructions once we've confirmed your request via email.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@katinio.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@katinio.com.
The following terms and conditions apply to all orders placed on our website. We reserve the right to amend these terms without prior notice whenever deemed necessary and, when applicable, to use our discretion for any final decisions in regards to issues arising between our two parties.
--- REPLACEMENT & REFUND
1. Replacement or refund conditions (if applicable):
- Your order does not arrive at your shipping address within 45 business days and no more than 60 business days of order placement.
- Your order has an issue of inadequate quality. Please note that any claims related to quality issues or product defects must be filed within 14 days from the date of receipt shown on the package's tracking details.
2. The complaint must be accompanied by full and clear evidence as detailed below:
- Photo(s) of quality issues and any damaged parts of the actual product received;
- Photo(s) of the incorrect item received (in case the item delivered is incorrect in terms of color/design/size compared to the order confirmation);
- Photo(s) of the size label and the entire item when measured with a ruler (in case of size is inconsistent with measurements stipulated in the size chart);
- Photo(s) of the original shipping label of the product received.
3. Within 02 business days from the date we receive full evidence of your complaint, we will review the case and offer you an appropriate solution.
4. After we confirm via email that you are eligible for a refund or replacement, your refund/replacement will be processed by our internal team within 07 business days of confirmation. Please note the following:
- You may expect to receive the tracking number of your replacement product(s) typically between 7-10 business days from the date of confirmation.
- You may expect to receive the refund 3-5 business days after we process your refund request. Please note that your payment provider decides when your refund will return to your payment account.
5. Please note that if you return your item without our prior request, we will not be responsible for any loss or additional costs resulting from your unapproved return. Thus, if you have an issue with your order, please contact us via support@katinio.com within 14 days of order delivery to explain your grievance. Our customer service department will then help provide a replacement or refund if deemed appropriate.
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DISCLAIMER
1. You must provide all information and/or documentation in connection with your order(s) placed in our store upon request. We reserve the right to suspend or terminate your customer account if fraudulent activity is detected, or refuse support if you do not sufficiently provide complete or accurate information and documents as per our refund policy.
2. We shall not assume any liabilities for any loss or shipment delivery failure due to: recipient’s unavailability, incorrect or insufficient address, package refusal, or theft of goods after delivery. Therefore, please take care to ensure your information is correct before checking out. After your order is completed, if you find any mistakes in the order confirmation, please contact us at support@katinio.com as soon as possible to receive prompt support.
3. We shall not assume any liabilities for a claim due to user error such as incorrect selection of sizes, designs, colors, etc.