Our return & refund policy lasts 30 days*
After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order. All sales are final upon placing the order.
How to request returns? It's really simple and easy! Get in contact with us via e-mail: firstname.lastname@example.org and your return will be investigated.
If the goods are faulty or damaged we offer either a new item (exchange) or full refund. Request your return/refund authorization by emailing us the detailed reason for return and pictures or the video of the product that supports your reason/complain. To complete your return, we might require a receipt or proof of purchase.
Please carefully inspect your shipments as soon as you receive them. We will only offer refunds, replacements or exchanges for defective, damaged, or simply unopened products when requested within 14 days of your receipt of the product and shipped (or provided us with a proof of a shipment) to the address that we have provided within the 30 days* in total. We do not offer refunds, replacements or exchanges beyond this point.
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.
Several types of goods are exempt from being returned. Perishable goods such as food, beverages, flowers, newspapers or 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
- Customized products (sizes, designs, materials etc.)
- Some health and personal care items, consumables (including hair & beard products, skin masks, creams etc.)
NB! If you have any problems or questions related to your order, firstly you must contact us via email@example.com
All returns must be authorized by CatMustache prior to return. Returns without an approval will not be given credit. We reserve the right to approve or disapprove your refund requests depending if we see fit with our policy or a violation of our policy. If the request is approved, we will provide You with an exact address where to return the goods.
There are certain situations where only partial refunds are granted (if applicable):
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
We provide “on demand” products which mean that when a customer orders, we manufacture the product then fulfill it. The order made by the customer serves as an agreement, a binding contract which tells us to manufacture what the customer wants to receive, thus making this rule fair to both parties. If you cancel your "on demand" order within 14 days after purchase timestamp, you are granted a refund but you will be assessed a 50% cancellation fee (50% of the total cost of your order - this rule applies only for on-demand products) to cover the charges assessed to us for refunds by the credit card companies.
Refunds (if applicable):
Once the materials that support the claim or your returned product(s) are received and inspected, we will send You an email with corresponding notice. We will also notify You of the approval or rejection of your refund within 14 days.
If You are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Exchanges (if applicable):
We only replace items if they are defective or damaged. If You need to exchange it for the same item, send us an email at firstname.lastname@example.org and we will provide You with an exact address where to return the goods.
Late or missing refunds (if applicable):
If You haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.
If You’ve done all of this and You still have not received your refund yet, please contact us at info@CatMustache.com
If the item was marked as a gift when purchased and shipped directly to You, You’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to You.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to You later, we will send a refund to the gift giver and he will find out about your return.
According to our policy, a product that wasn't delivered or proven damaged at delivery will be refunded. In other cases, You will be responsible for paying for returning shipping costs. Shipping costs are non-refundable.
- Due to high demand (especially before Christmas & other holidays), please allow 2 to 6 weeks for delivery of our products.
Send us an email at email@example.com and we will provide You with an exact address where to return the goods.
Do not send your purchase back to the manufacturer!
Depending on where You live, the time it may take for your exchanged product to reach you, may vary.
If You are shipping an item, You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.