Refund policy


Return Policy

At Catz Talk, most products are handmade and have limited stock. Therefore, we currently DO NOT accept refunds for change of mind, including placing the wrong order, wrong size, or wrong colour. Please read the product descriptions carefully and consider your order before purchasing.

Please contact us immediately if you find anything wrong with your order. Changes can only be made before the items are posted. If you realise you placed the wrong order after the item is posted, please refer to the exchange process below.

Important: We kindly ask that you avoid using or wearing the item if you find it faulty or received the wrong item, as any kind of man-caused damage will not be approved during our inspection.

To start any process, please contact us through the contact form or online chat. Please note that return addresses will only be provided when you contact us. Any items returned without permission will not be accepted.

Domestic and International Returns

Eligibility and Rules for Exchange:

  • Items must be in their original condition, unworn, unused, unwashed, with tags (if any), and in their original packaging.
  • You must have the receipt or proof of purchase.
  • Any kind of man-caused damage will not be approved during our inspection. Please avoid using or wearing the item if you find it faulty or received the wrong item.
  • Only exchanges for items of the same price or higher price are allowed.
  • Customers are responsible for return shipping costs and replacement shipping costs.
  • Replacements are only shipped after the original items are sent back and inspected.
  • If your exchange request is accepted, we will send you instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Exchange Process:

  1. Contact Us: Reach out via the contact form or online chat within 7 days of receiving your order. The entire return process must be completed within 30 days.
  2. Pay Additional Costs: Upon contacting us, we will inform you of any additional costs incurred due to the exchange. The exchange will only be approved once the required payments have been received.
  3. Return Instructions: Once the exchange is approved, we will provide you with the return address and instructions.
  4. Return Items: Post the original items back to us.
  5. Replacement Dispatch: The replacement item will be dispatched within 1-3 business days after we receive and inspect the returned item.

Damages and Issues

  • If the packaging is damaged upon arrival, please record it (photo/video) before opening it.
  • Inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and make it right.
  • Contact us within 14 days of the arrival date. The item must be received back within 30 days of the arrival date.
  • Even if the item is faulty, damaged, or wrongly sent upon arrival, it must still be in the same condition that you received it (unworn, unused, unwashed, with tags (if any)) for a refund/exchange.
  • If you find the item faulty after use, wear, or washing, we may offer a repair or partial refund. Please contact us to work out a solution.
  • If your return is accepted, we will send you a return shipping label and instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

European Union 14-Day Cooling Off Period

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 justification. The item must be in the same condition that you received it, unworn, unused, unwashed, with all tags on (if any), and in its original packaging. You’ll also need the receipt or proof of purchase. Original shipping costs will be refunded for international standard shipping, but not for any shipping upgrades such as International Express Post. Customers are responsible for return shipping costs and replacement shipping (if applicable) for change of mind returns, including no-reason returns and placing wrong orders.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned:

  • Custom/personalised items
  • Pre-order products and made-to-order products (considered as custom)
  • Digital products available for immediate download
  • Clearance products/final sales
  • Gift cards (non-refundable and cannot be exchanged for cash)

Please get in touch if you have questions or concerns about your specific item.

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. If more than 15 business days have passed since we approved your return, please contact us through the contact form or online chat.