Return & Refund Policy

Last Updated: October 2026

At ShopCatty, we want you to be happy with your purchase. We understand that sometimes a product may not meet your expectations or may arrive damaged or defective.

This Return & Refund Policy explains when you can request a return, replacement, exchange or refund and how the process works.

ShopCatty operates using a flexible e-commerce and dropshipping fulfilment model, so return arrangements may vary depending on the product, supplier, fulfilment partner and delivery location.

We aim to handle every eligible return fairly and reasonably while providing a convenient experience for our customers.

1. Return Eligibility

Most eligible products purchased from ShopCatty may be returned within 7 calendar days from the date of delivery, provided that the product:

• Is unused and in its original condition.

• Is not damaged by the customer.

• Is returned with its original packaging, accessories, manuals and other included items where applicable.

• Has not been altered, modified, washed, assembled or misused.

• Is accompanied by reasonable proof of purchase/order information.

• Is returned in a condition suitable for resale, where applicable.

Some products may have different return conditions due to their nature. Any product-specific return conditions displayed on the product page or at checkout will apply.

2. Return Request Timeframe

A return request must generally be submitted within:

7 calendar days from the date of delivery

To request a return, contact:

Email: support@shopcatty.com

Please provide:

• Order number

• Customer name

• Product name

• Reason for return

• Photographs or video where relevant

• Any other information reasonably required to evaluate the request

Return requests submitted after the applicable return period may not be accepted unless required by applicable law or approved by ShopCatty on an exceptional basis.

3. Change of Mind Returns

Where a product is eligible for return, ShopCatty may accept a return because of a genuine change of mind, subject to the product remaining unused, undamaged and in its original condition.

However, due to the nature of our products and third-party fulfilment arrangements, not every product is eligible for change-of-mind returns.

The applicable return conditions may be specified on the product page.

Products that are specifically identified as non-returnable cannot normally be returned simply because the customer has changed their mind.

4. Damaged Products

If your product arrives damaged, please contact us as soon as possible and preferably within 48 hours of delivery.

Please provide:

• Order number

• Photographs of the shipping package

• Photographs of the damaged product

• Photographs of the packaging/labels

• A short video where the damage or issue cannot be adequately shown through photographs

This information helps us investigate the issue with the relevant supplier, fulfilment partner or courier.

Please keep the original product and packaging until the matter has been resolved.

After reviewing the evidence, we may offer an appropriate resolution, which may include:

• Replacement

• Refund

• Exchange

• Another appropriate remedy

The final resolution will depend on the nature of the damage, product availability, applicable supplier/courier procedures and applicable law.

5. Defective or Incorrect Products

If you receive a product that is defective, materially different from the product description, or the wrong product was delivered, please contact us as soon as possible.

We recommend reporting such issues within 7 calendar days of delivery.

Depending on the circumstances, we may request photographs, videos or other information to verify the issue.

Where the issue is confirmed, ShopCatty may provide:

• A replacement

• An exchange

• A refund

• Another appropriate resolution

We will not ask customers to bear the cost of correcting an issue that is confirmed to have resulted from our fulfilment, supplier or shipping error, subject to applicable law.

6. Products Damaged Through Customer Use

Products damaged because of misuse, improper installation, accidents, negligence, unauthorised modification or normal wear and tear may not qualify for a return, replacement or refund.

Examples may include:

• Physical damage caused after delivery

• Liquid damage

• Incorrect installation

• Electrical damage caused by improper use

• Damage caused by modification

• Scratches or wear caused after use

• Damage caused by failure to follow product instructions

Where appropriate, we may request photographs, videos or other information to determine the nature of the issue.

7. Wrong Product Delivered

If you receive a product different from the product you ordered, please contact us as soon as possible.

Please provide:

• Order number

• Photograph of the product received

• Photograph of the shipping label/package

• Any other information reasonably requested by our support team

After verification, we will arrange an appropriate resolution, which may include replacement, exchange or refund.

Where the wrong product was sent due to an error in fulfilment, ShopCatty will generally arrange the appropriate return/replacement process without charging the customer for the corrective return shipping.

8. Missing Items

If your order contains multiple products and an item appears to be missing, please contact us before assuming that the item was not shipped.

Because ShopCatty uses a dropshipping and third-party fulfilment model, products from the same order may sometimes be shipped separately and arrive in different packages.

If an item is confirmed to be missing, we will investigate the matter with the relevant fulfilment or courier partner and provide an appropriate resolution.

9. Non-Returnable Products

For hygiene, safety, regulatory, product-condition or other practical reasons, certain products may not be eligible for return unless they arrive damaged, defective or incorrect.

Depending on the product category, non-returnable items may include:

• Personal hygiene products

• Cosmetics or beauty products that have been opened or used

• Skincare or personal-care products that have been opened or used

• Products intended for intimate or personal use

• Consumable products

• Products with broken hygiene seals

• Products that cannot reasonably be resold after opening

• Customised or personalised products

• Digital products or downloadable products, where applicable

• Gift cards, where applicable

• Products specifically identified as non-returnable on the product page

This list may change depending on the products offered by ShopCatty.

Important: A product being classified as non-returnable does not remove any consumer rights relating to products that are defective, damaged, materially different from their description or otherwise subject to mandatory legal remedies.

10. Return Approval

Submitting a return request does not automatically mean that the return has been approved.

Our team may review:

• Order details

• Product condition

• Reason for return

• Photographs/videos

• Product-specific return conditions

• Applicable supplier or fulfilment requirements

If the return is approved, we will provide instructions regarding the return process.

Please do not send a product back to an address obtained independently or without receiving return instructions from ShopCatty.

11. Return Shipping Costs

Customer-Initiated Returns

For eligible change-of-mind or customer-preference returns, return shipping costs may be the responsibility of the customer, depending on the product and return circumstances.

Where a return shipping charge applies, we will communicate the applicable arrangement before the return is completed.

Defective, Damaged or Incorrect Products

If the product is confirmed to have arrived damaged, defective or incorrect due to a ShopCatty/fulfilment error, ShopCatty will generally cover or arrange the appropriate return shipping, subject to the circumstances and applicable law.

We will not knowingly require customers to bear a corrective return cost where applicable consumer law requires otherwise.

12. Return Shipping Instructions

If your return is approved, we will provide the applicable return instructions.

Depending on the product and supplier/fulfilment arrangement, the return may be:

• Collected by a courier partner.

• Sent using a designated courier service.

• Returned to a specified fulfilment or supplier location.

The return address may therefore vary by product.

Do not send returns to the business address shown on this website unless ShopCatty specifically instructs you to do so.

This is important because our dropshipping and fulfilment arrangements may involve different return locations.

13. Return Packaging

Customers should package returned products securely to help prevent damage during transit.

Where possible, use the original packaging.

Products should be returned with applicable:

• Accessories

• Manuals

• Cables

• Tags

• Components

• Original packaging

• Other items supplied with the order

Missing components or damage caused during a customer-arranged return may affect eligibility for a refund or exchange, subject to applicable law.

14. Refund Process

Once an approved return reaches the designated return location, the product may be inspected.

The inspection generally checks:

• Product condition

• Whether the correct product was returned

• Whether required accessories/components are included

• Whether the return meets the applicable eligibility requirements

Once the return is approved after inspection, the refund will be initiated.

Refund Processing Time

Approved refunds are generally initiated within 3–5 business days after the returned product has been received and approved.

After we initiate the refund, the time taken for the amount to appear in your account may depend on your bank, card issuer, UPI provider, payment gateway or other financial institution.

The total time from return delivery to the refund appearing in your account may therefore vary.

15. Refund Method

Where possible, refunds will be issued to the original payment method used for the purchase.

Depending on the payment method, technical limitations or applicable circumstances, an alternative legally permitted refund method may be used.

ShopCatty does not control the processing time of banks, payment gateways or other financial institutions after a refund has been initiated.

16. Exchange and Replacement

Where a product is eligible for exchange, customers may request:

• The same product as a replacement.

• A replacement for a damaged or defective item.

• Another available product where ShopCatty specifically offers an exchange option.

Exchange availability depends on product availability and the nature of the issue.

If the requested replacement is unavailable, ShopCatty may offer an applicable refund or another suitable resolution.

For change-of-mind exchanges, any difference in product price, shipping or other applicable charges may need to be settled before the replacement is processed.

17. Products Sold Out After Purchase

If a product becomes unavailable after your order has been placed and we cannot fulfil or replace it, we may cancel the affected order and issue an applicable refund.

We will communicate with you where reasonably possible.

18. Return Requests for Multiple Products

If you wish to return multiple products from the same order, each product must independently meet the applicable return requirements.

Some products may have different return eligibility depending on their category, condition or product-specific policy.

19. Refunds for Shipping Charges

Where a refund is provided because of a confirmed defective, damaged, incorrect or otherwise qualifying product issue, applicable original shipping charges may be refunded where required by law or appropriate to the circumstances.

For customer-initiated change-of-mind returns, original shipping charges may not be refundable where permitted by applicable law and the applicable product return conditions.

20. Promotional and Discounted Products

Products purchased using discounts, coupons or promotional offers may still be eligible for returns where the product and circumstances qualify under this policy.

If an order qualifies for a refund, the refund will generally be based on the actual amount paid for the returned product, after taking applicable discounts into account.

Promotional terms may contain additional conditions.

21. Fraudulent or Abusive Return Activity

ShopCatty reserves the right to review unusual or potentially abusive return activity.

Examples may include:

• Repeated returns inconsistent with normal customer behaviour

• Returning products different from those purchased

• Returning used or damaged products as new

• False damage or defect claims

• Manipulation of promotional or refund systems

• Other fraudulent activity

Where permitted by law, we may refuse or restrict returns associated with fraudulent or abusive activity and may take other appropriate action.

Nothing in this section limits legitimate consumer rights.

22. Refunds for Cancelled Orders

If an order is cancelled before dispatch and a refund is applicable, we will generally initiate the refund within 3–5 business days after cancellation approval.

If the order has already entered fulfilment or has been dispatched, cancellation may no longer be possible and the applicable return process may need to be followed.

23. Customer Responsibilities

To help us process returns quickly, customers should:

• Provide accurate order information.

• Contact us within the applicable return timeframe.

• Provide clear photographs/videos when requested.

• Keep the original packaging until the issue is resolved.

• Follow return instructions provided by ShopCatty.

• Package returned products securely.

• Provide accurate information regarding the reason for return.

Failure to follow the applicable return process may delay the resolution.

24. Consumer Rights

This policy is intended to provide a clear and practical return process.

Nothing in this policy is intended to exclude, restrict or override any mandatory consumer right, guarantee, warranty or remedy available under applicable Indian law.

Where applicable law provides a customer with a greater right or remedy than stated in this policy, the applicable legal requirement will prevail.

25. Changes to This Return & Refund Policy

ShopCatty may update this Return & Refund Policy from time to time.

Changes may be necessary because of:

• Changes in our product range

• Supplier or fulfilment arrangements

• Courier/return logistics

• Product categories

• Business operations

• Payment systems

• Legal or regulatory requirements

• Customer-service practices

The version of the policy applicable to an order will generally be the policy communicated or published at the relevant time, subject to applicable law.

26. Important Dropshipping Disclaimer

ShopCatty operates using a flexible dropshipping and third-party fulfilment model. Therefore, return locations, return shipping arrangements, replacement availability, refund processing, exchange options and other return-related procedures may vary depending on the product, supplier, fulfilment partner, destination, courier service, product category and other operational circumstances.

A particular return address or courier partner cannot always be guaranteed for every product.

Some products may be fulfilled by different suppliers and may therefore have different return procedures.

ShopCatty may change suppliers, fulfilment partners, return locations, courier partners, return procedures, eligible product categories, processing times and other business arrangements as the nature and requirements of our business evolve.

We will make reasonable efforts to clearly communicate the applicable return or refund procedure for your order.

Nothing in this policy is intended to remove or restrict any consumer right or legal protection that cannot legally be excluded or restricted under applicable Indian law.

27. How to Request a Return or Refund

To request a return, replacement or refund, contact us at:

ShopCatty

Email: support@shopcatty.com

Customer Support Hours: Monday–Saturday, 10 AM–6 PM

Please include:

• Order number

• Name used for the order

• Product name

• Reason for the request

• Photographs/videos where relevant

Our customer support team will review your request and provide the next steps.

ShopCatty
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Last Updated: October 2026