1. Is it possible to return an online purchase?
Yes, you can change your mind and return your purchase by choosing whether to receive the amount paid back or to replace it with a new one as long as the garment has NOT been worn, washed and does not show any signs of damage and is returned in its original packaging. With regard to personalized garments, or those made upon explicit request or made to measure, the return / refund request can only be approved in the event of obvious defects, imperfections or damage occurred during the production phase.
PLEASE NOTE: in case of purchases of items on sale (with discount code) or promotional items, the shipping costs for the return or any exchange of goods are both charged to the customer.
2. What are the conditions for a return to be accepted by Catya srl?
- The garments must not have been worn, washed or damaged and must not show any signs of use or damage.
- Each garment must be returned including all original labels, packaging and accessories that may have been received with the order. All items must be returned together with their packaging.
- All returned items are inspected by Catya srl staff and must comply with all the parameters listed in the return procedure for the purpose of its acceptance.
- In the event of a return (see point 4), the customer himself must arrange for the return shipment of the goods in a manner at his discretion, fully assuming responsibility for delivery times and guarantees.
Catya srl reserves the right to return the disputed garment in the same conditions if no defect is found and the discrepancies detected by the customer are not evident and not to accept the return if it has not been in compliance with the conditions indicated.
3. What is the return procedure?
To proceed with the return you must request authorization by contacting the Customer Service firstname.lastname@example.org or directly on WhatsApp at +393923638331 within 14 days of receiving the goods indicating the name, mobile number, order number, motivation and how you wish to proceed (example: size change, item change, color change or refund of the amount paid).
Once the request has been received and processed, we will provide you with instructions on how to proceed.
The return can therefore only be made by following the instructions that Catya Srl will provide you upon acceptance of the file and the shipment of the goods must be sent to the following address: CATYA SRL VIA DELL’ELETTRICISTA 8 40138 BOLOGNA ITALY.
If you want to return a garment without requesting a size change but simply return it, you can request collection by our courier and €7.00 will be deducted from the refund that will be made for the return.
4. How is a return made in the event of a defective or non-compliant garment?
In the event of defective garments attributable to the company or non-compliant with the order due to company error (the discrepancy of which must be made evident by images) CATYA Srl will directly book the collection of the package by paying the costs of handling the file and returning it to the customer of the replacement goods.
5. How can I make a return in case of an error in the choice of size/color/model?
- It is possible to return it even in the case of an incorrect choice by the customer.
- The customer will, under his own responsibility and at his own expense, independently send the garment to the address of the aforementioned company and the goods will be replaced without additional shipping costs.
- In the event that you wish to take advantage of the right of withdrawal and receive back the amount previously paid, the shipping costs will not be refunded.
- If you want to request a collection directly from our courier, the cost of collection is €7.00.
6. How long does it take to receive the exchange?
Once the warehouse has received and checked the return, it will be shipped to the address indicated in the first order as soon as possible, in times ranging from 3 to 15 working days.
7. How will the refund be made?
For the purposes of reimbursement of the amount paid for the purchase, CATYA Srl still reserves the right to check the condition of the goods once they have been received by the company: in case of approval of the practice, it will refund the amount paid within a short time.
The aforementioned regulation was drawn up pursuant to Article 64 of Legislative Decree 206/2005.