Refund Policy
Return & Refund Policy
Order Confirmation and Acceptance of Policy
By placing an order through Cate's Closet, you confirm that you have carefully reviewed, understood, and agreed to the terms outlined in this Return & Refund Policy.
By completing your purchase, you acknowledge that:
- You have read and accepted the conditions, requirements, and timeframes applicable to returns and refunds.
- You agree to follow the return procedures described in this policy.
- In the event of a payment dispute, chargeback, or claim, this policy, together with order records, shipping information, and communication history, may be used as evidence to support the transaction.
Returns
Your satisfaction is important to us. If you are not completely happy with your purchase, you may request a return within 30 days of receiving your order, provided the item meets the conditions outlined below.
Return Requirements
To qualify for a return:
- The item must not have been worn, used, washed, or altered.
- The product must be returned in its original condition, including any tags, packaging, and accessories where applicable.
- The item may only have been inspected to determine its nature, characteristics, and fit.
- Return shipping costs are the responsibility of the customer unless otherwise required by law.
Once your return is received and inspected, we will review the request and process it accordingly. Returns are generally reviewed within 7 business days after arrival at our return facility.
Cate's Closet reserves the right to refuse returns that show signs of use, damage, excessive handling, missing components, or conditions that make the item unsuitable for resale.
How to Request a Return
To begin the return process, please contact us within 30 days of receiving your order.
Send an email to:
Please include the following information:
- Order number
- Full name
- Shipping address
- Reason for the return request
- Photos of the product if it is damaged, defective, or incorrect
After reviewing your request, our support team will provide return instructions.
Important
- Please do not return any item without receiving prior authorization from our customer support team.
- Unauthorized returns may experience delays or may not be accepted.
- We strongly recommend using a trackable shipping service and keeping proof of shipment until the return process has been completed.
Damaged, Incorrect, or Defective Products
If your item arrives damaged, defective, or incorrect, please notify us within 48 hours of delivery.
Email: info@catescloset.com
Please provide:
- Your order number
- A detailed description of the issue
- Clear photographs or a short video showing the defect or damage
Once the issue has been verified, we may offer one of the following solutions:
- A replacement item
- A refund
- Store credit
- Another appropriate resolution based on the circumstances
In certain situations, we may not require the item to be returned before issuing a resolution.
Replacement orders are typically processed within 7–14 business days after approval.
Lost Packages
If your shipment appears to be lost during transit, please contact our customer support team as soon as possible.
Provide:
- Your order number
- Tracking number
- Any relevant delivery information
We will work with the shipping carrier to investigate the matter and determine the appropriate resolution.
If the carrier confirms that the package has been lost, we may offer a replacement or refund, depending on the circumstances.
Refused, Undeliverable, or Unclaimed Shipments
If an order is:
- Refused upon delivery,
- Returned due to an incorrect address provided by the customer,
- Unclaimed after delivery attempts,
any refund issued may be reduced by applicable shipping, handling, processing, and administrative costs incurred by Cate's Closet.
Customers are responsible for ensuring that shipping information is accurate before completing their purchase.
Order Cancellations
Customers may request cancellation of an order before it has entered the fulfillment or shipping process.
To request a cancellation, please contact:
Once an order has been processed or shipped, cancellation may no longer be possible. In such cases, the order will need to be returned after delivery in accordance with this Return & Refund Policy.
If a return is approved following delivery, return shipping costs remain the responsibility of the customer unless otherwise required by law.
Payment Disputes and Chargebacks
If you experience any issue with your order, we encourage you to contact our support team before initiating a chargeback or payment dispute.
Our team is committed to resolving concerns quickly and fairly.
Should a chargeback or dispute be filed, Cate's Closet may provide supporting documentation to the payment processor or financial institution, including:
- Order confirmations
- Shipment and tracking records
- Delivery confirmations
- Customer communications
- Product photographs
- Return records
Initiating a chargeback without first contacting our support team may delay the resolution process.
Additional Return Information
Please note the following:
- Approved returns may be directed to one of our designated fulfillment or return facilities.
- Customers are responsible for all applicable return shipping costs unless otherwise required by consumer protection laws.
- We are not responsible for delays caused by shipping carriers, customs authorities, weather conditions, or other circumstances beyond our control.
- Products returned in unsanitary, heavily worn, altered, or damaged condition may not qualify for a refund.
- Original shipping fees, handling charges, and optional service fees may be non-refundable unless required by applicable law.
Contact Information
If you have any questions regarding returns, refunds, exchanges, or cancellations, our customer support team is available to assist you.
Cate's Closet
Email: info@catescloset.com
We aim to respond to all inquiries as promptly as possible and provide assistance throughout the return process