At Katml we strive to make our customers 100% satisfied with the product they’ve purchased from us. If you are experiencing any shipping or products issues, and you’re feeling frustrated, then please send us an email and our team will assist you right away.
Please fill in your address in all details, otherwise the package we mail to you will be returned to us, or we will just ignore your request to save everyone the trouble.
ORDER CANCELLATION
If you are cancelling your order which has not yet to be shipped out, please kindly contact us via service@katml.com. For the fastest resolution, please include your order number. Thanks!
RETURN
All products come with a FREE replacement/refund warranty for 30 DAYS from the date of purchase.Only items that arrive in a physically damaged condition, has missing parts or accessories, defective or significantly different from the product description are allowed for a refund.To be eligible for a return, the item must be unused and in the same condition that you received it. It must also be properly packed.
If you need to return/exchange your product, please contact us within 7 days from receiving your order. we will replace or refund your purchase after confirmation.Before returning items to us, please read and follow the instructions below. Please make sure that you understand our return policy and ensure that all criteria are met before physically sending any items back to us.
NOTES:- This policy does not cover misuse, accidental damage, water damage, or any abuse of the purchased product.
- Our policy lasts 30 days. If more than 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
- Please do not return the goods directly to the address attached to the shipping package. Not using the return address provided by our customer service mailbox will affect your return process.
- To assure your refund please use a trackable mail service, we will not be responsible for missing packages.
The following information is needed to process your request:
- Your order number (order number should begin with “Kat-”)
- The name and email address used to place the order
- Detailed reasons for return
- Pictures or a video of the product that supports your reason
REFUND
If you feel the product that you’ve purchased does not show the requirements that you initially had in mind, then you do have the option to request a refund. Here are the circumstances in which refunds will be granted:- If the product you’ve purchased is completely non-functional.
- If you did not receive your product within 60 business days after the date that your order has been placed.
Please Note:
- All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request.
- Buyers are responsible for the cost of return shipping, If there is no product quality problem, due to the customer’s personal reasons, such as dislike/choose the wrong color/choose the wrong size…
- Katml is responsible for the cost of return shipping, If product defective/damage /missing item/wrong item.
- We do not charge relisting fees.
If you have not received a refund, you can take the following steps:
- Check your bank or PayPal balance again (transaction may be delayed).
- Contact your bank/credit card company (it may take some time for your refund to be officially released, as it may take up to 3-5 business days to process the balance).
You cannot ask for a refund if:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address, not being at home for delivery, not picking up the packages as requested).
- Your order did not arrive due to exceptional circumstances outside the control of Our Store (i.e. not cleared by your country customs, delayed by a natural disaster, showed "delivered" in the tracking system, shipped in your mailbox but was lost).
More questions related, please contact us via email at service@katml.com.