PAYMENT, RETURN & REFUND POLICY


By submitting an order, you confirm that you have fully read, understood and accepted these following policies:
Returns
1. Items can only be returned within 14 days of receipt of delivery.
2. We only accept the return on products that are shipped out by us and faulty due to an error on our end such as defective, damaged and incorrect items. Items must be returned together with proof of purchase.
3. All of the return items/packages without our acknowledgment will not be acceptable. We will not be able to offer any refund.
4. To complete a return request, there will be required actions below:
- Contact our Customer Support team on support@katobu.com to notify us about your return request
- Provide us with:
+ The receipt or proof of purchase
+ Reason(s) for return
+ Proof of package (video) if it is damaged during the shipping process Please DO NOT send your purchase back to the manufacturer.
5. Kindly be informed that no pre-paid return shipping label. You should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
6. To be eligible for a return, your item must be unused, packed well in the same condition that you received it, and the re-sale is uninfluenced. It must also be in the original packaging with documentation.
7. The airbill number and clear photos of the returned parcel are required after the buyer send the parcel. Before shipping a return, photograph the item for your records.
8. Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers and magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items

Gift cards
Downloadable software products
Some health and personal care items

Refunds (if applicable)

Once you return our product, you must provide the returned tracking number. We will follow it and send an email to notify you that we have received your returned item as well as the approval or rejection of your refund. If your refund is approved, your refund will be processed in the next 10 days, and a credit will automatically be applied to your original method of payment.

IMPORTANT NOTICE:

1. Shipping costs are non-refundable

2. We will not be able to process a refund if your returned parcel is lost during the shipping process

 Late or missing refunds (if applicable)

Please note that we will process your refund within 10 days after your item has been back in our hands. Once we issue your refund, it may take an additional 2-3 days for your funds to be made available in your account by your financial institution.

If you do not receive your refund in a timely manner, please contact your credit card company first, then raise it to your bank if necessary.

If none of these helps, please contact us at support@katobu.com

Cancel order

Cancellation requests need to be made within 6 hours from the purchasing time. Please be informed that you will be charged a 30% restocking fee no matter how early your request is submitted.

After submitting the cancellation, we will send you a confirmation email. You are expected to confirm your decision within 48 hours. We will only process your refund if we have reached an agreement on the restocking fee. Otherwise, we will continue to ship your order as normal.

Exchanges (if applicable)

We only replace items if they are defective, damaged or incorrect within 14 days of receipt of delivery. Please be informed that if an item does not fit you, we will not support the exchange.

Change product variants
You can only change order information such as size, color, and address within 6 hours from the purchasing time without changing the order's value.

CONTACT US 
Email: support@katobu.com
Address: 68 Circular Road, #02-01, 049422, Singapore