If you have received a defective, damaged or incorrect item, at Catchalot we will review your case in order to offer you a solution as quickly as possible.
Our quality department will be responsible for checking the issue and confirming whether the return, replacement, repair or refund of the item is applicable.
Important information
- If it is confirmed that the product is defective, damaged or was sent by mistake, Catchalot will fully cover all costs associated with the return.
- In these cases, no handling fee will be applied.
- To speed up the review, we will need the order reference and, if you contact us by email, photographs clearly showing the issue.
- Approval of the return, replacement, repair or refund will always be subject to the validation of our quality department.
- If, after review, it is determined that the product is not defective or does not meet the indicated conditions, no refund will be issued.
What should I do if my product is defective?
If you believe you have received a defective, damaged or incorrect item, you can notify us in either of the following ways:
Option 1: Contact us by email
You can write to us at [email protected] stating the order reference and attaching photographs clearly showing the issue.
Our team will review the information and will reply by email or phone to let you know the next steps.
Option 2: Hand it in at a physical store
If you prefer, you can also hand the product in at any of our physical stores so that we can send it to our quality department.
Check our stores here: https://catchalot.es/es/tiendas
The store will act as a product drop-off point, but the final resolution of the case will always depend on the review carried out by our quality department.
What happens next?
Once the item or the required information has been received, our quality department will carefully examine the case and inform you whether the return, replacement, repair or refund is applicable.
The resolution will be communicated by email or phone within a reasonable period once the review has been completed.
If the defect is confirmed
If it is confirmed that the product is defective, damaged or was sent by mistake, Catchalot will fully cover all costs associated with the return.
In these cases, the corresponding amount will be refunded without applying any handling fee.
The refund will be made using the same payment method used for the order.
If the defect is not confirmed
If, after review, it is determined that the product is not defective or does not meet the established conditions, no refund will be issued and we will not cover any costs derived from shipping or collection.
In these cases, the customer must collect the item within a maximum period of 4 months from the date they are notified.
Refund process
If the issue is approved, the refund will be processed using the same payment method used for the purchase.
Please note that, once approved, the refund process may take up to 15 working days, depending on the payment method used and bank processing times.
Do you need help?
If you have any questions about an issue with your order, you can contact us through:
Email: [email protected]
Phone: 638 13 60 45
If you email us, we recommend including the order or shipment reference in the subject line so that we can locate your request and handle it more quickly.
