Unfortunately we are unable to cancel an order once it has been placed. This will allow us to pack your orders efficiently and to minimize errors. It is advisable to check your order before placing it.
This is rare, but if it happens, please contact us immediately at contact@catrixa.com , and we will resolve the issue within 7 days of receiving the order. We will work to replace the product or issue a refund.
Yes, you can return your order within 14 days of receiving it.
To accept your return, we require adherence to the following conditions:
- Products must be in their original condition.
- The product(s) must not be opened.
- The product(s) should not have been used in any way and must be returned in their original packaging.
- All returns must include the order packing slip or return invoice clearly indicating the items being returned. Failure to properly fill out this invoice may result in delays in processing your return.
- We are not responsible for any returned parcels that may be lost or stolen during transit. Please retain proof of shipment and/or return tracking number when resending returns.
- Returns will be processed within 8-14 business days after the product(s) are delivered to us.
- Unfortunately, we cannot accept any returns that do not meet the above conditions.
Certain types of products cannot be returned, including:
- Products that are not in their original condition.
- Underwear, swimwear, or any customized or altered products (such as special orders or personalized items).
- Products that have been used in any way.
- Products contaminated with pet hair (dogs, cats, etc.).
- Products that have been opened. Sale items or gift cards.
To start the return process, you can contact us at contact@catrixa.com.
Note: Use the same email address you used to place the order.
Note: We do not provide prepaid return labels, you are responsible for covering return shipping costs.
- Mention your order number (you can find it in the order confirmation email).
- State the reason for the return.
- Explain the condition of your order and if it meets the conditions mentioned in the previous question.
Our team will evaluate your request and respond appropriately via email.
- We will notify you once we receive and inspect your order, and we will inform you via email whether the refund is approved.
- If approved, the refund will be automatically processed back to your original payment method within 20 business days.
- Please remember that it may take some time for your bank or credit card company to process and post the refunded amount as well.
If more than 15 business days have passed since we approved your return and you have not received your funds, please contact us at contact@catrixa.com.
You can contact us using the contact link in the website footer or email us directly at contact@catrixa.com, and we will respond as soon as possible!
