Customers may apply for a return or exchange within thirty days after receiving the product(s). Refunds will be made by the same method you used to pay.
Please note items marked “Final Sale” cannot be returned/exchanged.
Sale and promotional items are excluded and remain subject to our standard return/exchange policy.
Cancellation:
We accept order cancellations before product processing. If the order is canceled by that time, you will get a full refund.
If the product has already been shipped out, we will, unfortunately, be unable to cancel the order.
Return Conditions:
All items must be returned in their original selling condition, without having been worn, washed, or altered, and with all their tags still attached.
All items must be returned to their original boxes.
All items must be returned in one package.
Return/Exchange shipments must be made using the same service as the original delivery.
We can only accept returns/exchanges from the country where an order was originally shipped. For example, orders delivered to the US must be returned from the US.
Customized items cannot be returned.
Unfortunately, the return/exchange is not free of charge (import and shipping fees will be charged at your own expense).
Naturally, any faulty items can be returned.
We reserve the right not to accept any return/exchange if the product shows signs of wear or has been used or altered from its original condition.
You will be informed if we propose to reject your refund/exchange, you may choose to have the product sent back to you at your own expense.
How to Return An Item or An Entire Order?
Step 1: Please get in touch with our Customer service team to start the return process with the following information:
Order number
Proof of purchase
Video or photo of the faulty product
Step 2: Insert your receipt and the items into the original packaging.
Step 3: Fill out all three copies of the Returns Pro-Forma Invoice Form. Insert all copies in the transparent envelope and attach them to the package without closing. These documents are required for customs, so please complete all three copies.
Step 4: Turn the package over to the courier. After the courier has checked the return shipment, please close the box securely.
Note： If the consumer causes the return, the consumer should be responsible for the shipping fee. The specific price should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.
Refund:
In case of a return, your refund will be credited to the original payment method. Cathone will not refund shipping costs in case of returns.
Once your package reaches us, please allow 7-30 business days(depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you at your own expense. When your return has been accepted, your refund will be issued, and you will receive a confirmation email.
We’re available to support you via Email: service@cathone.com
We strive to respond to your questions within 24 hours.
Customer Service Chat Hours:
Monday to Saturday: 10am - 7pm