Refund policy
Return & Refund Policy
Made-to-Order Products
All items in our store are made to order especially for you. Because each piece is created only after you place your order, we're unable to accept returns or exchanges for reasons such as ordering the wrong size, color, or simply changing your mind.
Damaged, Defective, or Incorrect Items
We want you to love what you receive. If your order arrives damaged, defective, or isn't what you ordered, we'll make it right with a free replacement or a full refund.
To qualify:
- Contact us within 30 days of your delivery date
- Include your order number and clear photos showing the issue
You do not need to return the damaged or incorrect item to us.
Lost or Delayed Packages
If your order is lost in transit or significantly delayed, please reach out within 30 days of the expected delivery date and we'll work with you on a replacement or refund.
How to Request a Refund or Replacement
Email us at brendakato@katosgoods.com with:
- Your order number
- A description of the issue
- Photos of the damaged/incorrect item (and packaging, if relevant)
We'll review your request and respond within [X business days].
Refund Processing
Approved refunds are issued to your original payment method and typically appear within 5–10 business days, depending on your bank or card provider.
Non-Returnable Items
Because our products are custom-made to order, all sales are final outside of the damage/defect/incorrect-item cases above.