Return & Refund Policy
RETURNS, HANDLED CLEARLY
CatQ products are adult-oriented personal items. For hygiene and product-integrity reasons, change-of-mind returns may be limited once an item has been opened or used, to the extent permitted by applicable law. These limits do not remove rights relating to faulty, damaged, or incorrect items. 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. A return must use the return address, shipping method, and deadline in CatQ’s written instructions. CatQ is not responsible for unauthorised returns, self-arranged premium shipping, or parcels sent to an incorrect address, except where applicable law requires otherwise.
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, labels, or original packaging.
- Items returned without prior written authorisation.
These limits do not apply where applicable law requires a different outcome or where the item is faulty, damaged on arrival, or incorrect.
Damaged, defective, or incorrect orders
Please contact us within 7 days of delivery where possible. Prompt notice helps us preserve delivery evidence, but reporting after 7 days does not by itself remove any rights that cannot lawfully be excluded. 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 the product and packaging until the review is complete.
Review and resolution
After review, CatQ will provide the resolution available under the circumstances and applicable law. For a confirmed manufacturing defect, replacement of the affected unit is normally the first resolution when it is available and can be provided within a reasonable time. A refund, price reduction, or other remedy may apply when replacement is unavailable, cannot be completed within a reasonable time, or applicable law provides a different remedy. Store credit is offered only with your agreement.
When photographs or video are sufficient to confirm a fault, CatQ will not normally require an opened personal item to be returned. If CatQ requests a return for an approved faulty, damaged, or incorrect order, CatQ will provide instructions and cover standard shipping that it arranges or authorises.
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
For a change-of-mind return caused by the customer, the customer is responsible for authorised return shipping, where permitted by law. The specific fee depends on the carrier and shipping service selected.
If a return is due to a CatQ error, including an item that arrives damaged or incorrect, the customer does not bear return shipping costs. CatQ covers standard return and replacement shipping that it arranges or authorises.
CatQ may reduce a refund for loss in value caused by handling beyond what is reasonably needed to inspect the item, where applicable law permits.
Original shipping fees, customs duties, taxes, brokerage fees, and payment-processing charges are handled according to the circumstances and applicable law. Contact CatQ before paying an unexpected import charge connected with a replacement shipment.
Contact
Return and refund support: support@catq.space