At Catchalot, we have a legal obligation to supply goods in accordance with the established sales contract. In addition, we guarantee 100% satisfaction on every item purchased at Catchalot. If for any reason you are not completely satisfied with your purchase, we offer you the option to return our products.
To reduce environmental impact, we will send you your purchase receipt only in electronic format instead of the usual printed one.
Return process
The period to return an item is 30 days from receipt of the order. Items such as sprays, creams, insoles or socks cannot be returned or exchanged.
The products must be returned with the corresponding purchase receipt and in the same conditions in which they were received (unused, unwashed, with both interior and exterior labels still attached, without repairs, in their complete original packaging and with all related accessories included). Catchalot reserves the right to reject late returns if the products are not in the same conditions in which they were sent or if they do not comply with our return conditions.
The refund will be processed once we receive the merchandise or when you provide evidence of having returned it. The customer is responsible for proving that the items have been returned. If the return does not comply with the established terms, you will not be entitled to any refund and we will not be responsible for shipping the items.
To return items in store, you must show the invoice on your mobile device or print the invoice from the "CUSTOMER ACCOUNT - MY ORDERS AND RETURNS - DETAILS" section.
If you have any questions, contact us [email protected] or call 638136045. Our opening hours are Monday to Thursday from 9:00 a.m. to 3:00 p.m. and from 4:00 p.m. to 6:00 p.m., and on Fridays from 09:00 to 15:00.
Return options
You have three options to make the return:
- Return in store: Free. We recommend you do it as soon as possible in one of our stores. The receiving store will confirm the return and give you a confirmation document. Please keep this document as the refund will be made once the item arrives at our headquarters. Find your nearest store.
- Return at a Post Office: Free* (except for items purchased in the Outlet area, with a cost of €5 in the Peninsula and the Balearic Islands, which will be deducted from the return amount). You can request the return at a Post Office by click here (We recommend delivering to official Post Office offices, not to external collection points).
- Return from your home: You can send the product to our headquarters at Albert Einstein Street nº12, Catchalot, 11500 El Puerto de Santa María (Cádiz). Shipping costs are your responsibility. We can also manage the collection of the order at your home for an additional cost of €5 in the Peninsula and the Balearic Islands, which we will deduct from your refund. For international orders, the customer is responsible for shipping. To select this option, contact us [email protected] and indicate the order reference and the item or items to be returned.
Returns of defective products
- If you have received a defective or damaged item in exceptional circumstances, we recommend that you visit one of our stores. An employee will verify the condition of the item. If the defect is confirmed and the store has the item in stock, it will proceed with the exchange or refund according to your preference.
- If you do not have a store near you, contact us [email protected] providing the order details and photographs showing the damage suffered by the item. We will examine the product and inform you by email or telephone if it should be returned or replaced.
Amounts paid for products returned due to defects will be fully refunded, including shipping costs. The refund will be made using the same payment method used for the purchase.
If the product does not meet the established terms, you will not be entitled to any refund and we will not be responsible for shipping the items.
The rights recognized by current legislation are respected.
Refund process
Refunds will be made using the same payment method used for the order within a maximum period of 15 days from receipt of the product in our warehouse, depending on your bank and the payment method used.
In the case of payments by bank card, the refund will be credited to the same card. If you no longer have the card used for payment, please contact us.
If the recipient of the products is different from the person who made the payment, the refund will be made to the person who made the payment.
If the refund amount is incorrect, please contact our Customer Service department to resolve the issue as soon as possible.
Remember that Catchalot reserves the right to reject returns communicated or sent after the established deadline and those that contain items that are not in the same conditions in which they were received.
How do I request a return
Below we explain graphically how the process to make a return is in 4 simple steps:
