Rückgabe- und Erstattungsrichtlinie
RETURNS, HANDLED CLEARLY
CatQ products are adult-oriented personal items. For hygiene and product-integrity reasons, return eligibility is limited once an item has been opened or used. Please contact us before sending anything back.
Before requesting a return
Email support@catq.space with your order number, the item concerned, and the reason for your request. Do not send a product back until CatQ has provided written return authorisation and return instructions. Unauthorised returns may be refused.
Unopened and unused items
An unopened, unused product in its original packaging may be eligible for return when you contact CatQ within 14 days after delivery. Eligibility is confirmed after review and is subject to applicable law.
Items that cannot normally be returned
- Products that have been opened, used, washed, altered, or damaged after delivery.
- Products with missing parts, accessories, seals, labels, or original packaging.
- Items returned without prior written authorisation.
These limits do not apply where applicable law requires a different outcome or where CatQ confirms that the item was defective, damaged on arrival, or incorrect.
Damaged, defective, or incorrect orders
Contact us within 7 days of delivery and include your order number, a clear description of the issue, photos or video of the product, and photos of the parcel and product packaging. Keep all packaging until the review is complete.
Review and resolution
After review, CatQ may offer a refund, replacement, or store credit, depending on the circumstances and applicable law. We may ask for additional information before confirming the resolution.
Refund timing
Approved refunds are usually submitted to the original payment method within 5-10 business days. Your bank or payment provider may need additional time to display the funds.
Shipping fees, duties, and other charges
Original shipping fees, return shipping fees, customs duties, taxes, brokerage fees, and payment-processing charges may be non-refundable unless CatQ confirms otherwise or applicable law requires reimbursement. Return instructions will explain who is responsible for return shipping in your case.
Contact
Return and refund support: support@catq.space