Refund policy

Last Updated Date: October 25, 2025

We operate a no-return / no-exchange policy for change-of-mind, sizing, or preference for the time being due to logistic limitation and at the expense of being available worldwide.

Refunds are only considered in the following prepaid cases:

1) Shipment Not Received

If your prepaid order does not arrive within the carrier’s stated delivery window, contact us at support@katlechattom.com

We will open a trace with Aramex.
If Aramex confirms the shipment is lost or undeliverable, we will issue a full refund to your original payment method.

2) Shipment Received Damaged (Prepaid Orders Only)

If your prepaid order arrives damaged:

Email support@katlechattom.com within 48 hours of delivery and include your order number, photos of the outer box, shipping label, internal packaging, and the product.
We will file an inspection/claim with Aramex.
Refunds or replacements are issued only after Aramex completes its inspection and confirms carrier liability.
If the claim is approved, we will refund you in full (or send a replacement subject to stock).

Note: Please keep all packaging until the inspection is completed. Items returned or discarded before inspection may void eligibility.

3) COD (Cash on Delivery) Orders

COD orders are not eligible for refunds once accepted.
If a parcel appears damaged on arrival, please refuse delivery and notify us immediately so we can open an inspection with Aramex.

4) What is Not Eligible

Change of mind, style or color preference, or fit issues.
Normal wear and tear or damage occurring after delivery.
Any product without original packaging and tags, or reported after the 48-hour damage notification window.
Sale items and gift cards.

5) How Refunds Are Issued (when approved)

Refunds (for the eligible cases above) are processed to the original payment method.
Please allow at least 10 business days after approval for your bank or card provider to post the refund.