Refund policy

Last updated: October 27, 2026

Return and refund policy

At KATS Store, we want every order to arrive in perfect condition. If something goes wrong with your order, we'll make it right.

Damaged, defective, wrong or missing items

If your item arrives damaged, defective, or different from what you ordered, or if part of your order is missing, email us at support@shopkats.com within 14 days of delivery. Please include:

Your order number
Clear photos or a short video showing the problem (for a wrong size or item, include a photo of the label or tag)

Once we've reviewed your claim, we'll send you a free replacement or a full refund, including shipping. In most cases you won't need to send the item back. If we do need it returned, we'll give you instructions and cover the return shipping.

Orders that don't arrive

If your order hasn't arrived within 45 days of shipping, contact us at support@shopkats.com with your order number and we'll look into it. If tracking shows your order was delivered but you didn't receive it, we may ask you for a non-delivery confirmation from your local post office before we can issue a refund or replacement.

Cancellations

You can cancel your order for a full refund any time before it ships. Email support@shopkats.com with your order number as soon as possible. Once an order has shipped, it can't be cancelled.

Items we can't refund

We can't offer refunds or exchanges for:

A change of mind, or no longer wanting the item
A size or color you selected at checkout that turns out not to suit you (please check the size chart on each product page before ordering)
Items damaged through use, misuse, or normal wear after delivery
Claims made more than 14 days after delivery

Refunds

Approved refunds go back to your original payment method within 5 to 10 business days. Your bank or card provider may take a few extra days to post the credit.