KATAARI 30 DAY MONEY-BACK GUARANTEE
Our primary goal is to make all of our customers 100% satisfied. Not happy with your purchase? Please contact support@kataari.com. We are more than happy to sort out any issues that might occur.
Our standard policy lasts 30 days. If 30 days have gone by since your order has been delivered, we usually can’t offer you a refund or an exchange.
ORDER MODIFICATIONS OR CANCELLATION
After your order has been placed, you have 24 hours to contact our customer support team and request order modifications, change of address, or a cancellation. After that, we cannot guarantee anything as our orders are processed and shipped very quickly after purchase.
ORDER NOT RECEIVED
If your item(s) has not arrived within 28 days (45 days for international) after you placed your order, please contact our support team and we will promptly take care of the situation.
As described on our FAQ page, shipping times can be longer for certain countries such as Canada, Australia and the UK, for example.
IMPORTANT: Please understand that if a package is undeliverable because of missing, incomplete, or incorrect destination information costs to reship the package will be invoiced to the customer. We try our best to avoid errors in the beginning of the process by asking you to verify your shipping information in the order confirmation sent immediately after ordering.
If your package was not delivered to you because you were not at home during the time of delivery or if you haven’t received your order despite tracking being marked as "Delivered", please reach out to the carrier for assistance.
CUSTOMS DUTIES
As customs policies vary widely from country to country, customs clearance, import duties, or local taxes, if applicable, will be charged at your expense. Refunds will NOT be issued if you choose not to pay the charge. We have no control over customs duties, so please contact your local customs office for any information about customs policies that apply in your country. Please note that delays are possible due to customs duties.
If packages are undeliverable for any reason, including customer’s refusal to pay duties, the order unfortunately can NOT be refunded.
DAMAGED/INCORRECT ORDER
We try our best to ensure product quality and accuracy, but sometimes mistakes happen and for that we sincerely apologize in advance. The return or exchange of a product will be accepted in case any defects (damage etc. which existed since the beginning or which occurred during shipment) are discovered as long as the product is returned to us (at our cost) within 30 days of the date of its arrival at the shipping address provided. If this happens to you, please take a clear photo of the item(s) and email it to us within 30 days of reception of the items, with subject line “Return: Damaged or defected item” followed by your order number along with a detailed explanation to support@kataari.com. Once we receive your email and verify the issue, we will get a replacement sent to you right away.
RETURNS
If you have ordered from us and want to return your product(s) for ANY reason, even if you simply don't like the product, you really need the money, or you just changed your mind, you can do that in a few easy steps. But first, let us thank you for purchasing the product(s) in the first place. It really means a lot to us.
1. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
2. To complete your return, we require a receipt or proof of purchase. Please note that you will be responsible for paying for the shipping costs for returning your item. Shipping costs are non-refundable, which we think is fair if the product is returned for any reason attributable to the customer. Because there are no guarantees that we will receive your returned item, you may want to consider using a trackable shipping service or purchasing shipping insurance. However, to make it easier for you, we might be able to provide a prepaid return shipping label upon request, and deduct the cost from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
3. When a product is returned, the amount which the customer paid to us will be refunded.
RETURN SHIPPING
To return your product, you should send it to the following address:
Na Ledinah 10, 1230 Domzale, Slovenia
REFUNDS (IF APPLICABLE)
Once your return is received and inspected, we will notify you through email. We will also notify you of your eligibility for the refund. If your refund is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
LATE OR MISSING REFUNDS (IF APPLICABLE)
If you have not received your refund within 2 weeks, contact your credit card company as it may take some time before your refund can be seen on your account. If you have already done this and you still have not received your refund yet, please contact us at support@kataari.com.
EXCHANGES (IF APPLICABLE)
We only replace items if they are defective or damaged. If you need to exchange a defected item for a new one, send us an email at support@kataari.com. Depending on where you live, the time it may take for your exchanged product to reach you may vary.
QUESTIONS?
Customer service is at the top of our priorities and we always do our very best to help you with whatever issues you may encounter. In case of any questions or comments, you are welcome to contact us at support@kataari.com.