Refund policy

Return & Refund Policy

Thank you for shopping with Katois. We want you to feel confident in your purchase. If you are not satisfied with your order, we are here to help.

1. Return Window

You may request a return within 30 days of receiving your item.
Unfortunately, we cannot accept returns after this period.

2. Eligibility for Returns

To be eligible for a return:

  • Items must be unused, unworn, and in original condition

  • All original tags and packaging must be included

  • Proof of purchase (order confirmation) is required

3. How to Request a Return

To initiate a return:

  1. Contact us at hello@katois.com with your order number and reason

  2. Our support team will review your request

  3. If approved, we will provide return instructions and the appropriate return address

Please note: Returns sent without prior approval may not be accepted or processed.

4. Return Shipping Costs

  • Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect

  • Original shipping fees (if any) are non-refundable

If your item is defective or incorrect, we will cover the return shipping cost or offer a replacement.

5. Return Address

Please do not send items back to the original shipping address or business address.
Return addresses may vary depending on the product and fulfillment location.
Our team will provide the correct return address after your request is approved.

6. Refunds

Once your return is received and inspected:

  • You will be notified of approval or rejection

  • Approved refunds will be issued to your original payment method within 5–10 business days

7. Partial Refunds

Partial refunds may be granted in certain situations, such as:

  • Items returned with signs of use

  • Missing parts not due to our error

8. Exchanges

We only offer replacements for items that are defective or damaged.
If you need an exchange, please contact us.

9. Sale Items

Sale items are eligible for return within the 30-day return period.
Refunds will be issued based on the price paid at the time of purchase.

10. Late or Missing Refunds

If you haven’t received your refund:

  1. Check your bank account

  2. Contact your credit card provider

  3. Allow processing time

If the issue persists, please contact us at hello@katois.com

11. Contact Information

For all return requests and inquiries, please contact our support team. Katois is operated from our administrative office in the United Kingdom.

  • Email: hello@katois.com

  • Phone number: +44-9354474917

  • Business Address: 20WHITMOREWAY, HONITON, EX142GR, United Kingdom

Please remember: Do not ship returns to this address without prior authorization. Our team will provide a specific return address based on your location and the items being returned.