Products sold and delivered by Catch
We cannot refund or exchange goods for change of mind or errors you made in your order. We may, at our sole discretion, allow a return for store credit or exchange product on a case-by-case basis, provided that the item in question is:
- Returned within 28 days of order;
- Not used or worn (with original tags and/or packaging);
- In resellable condition; and
- Not damaged in any way
We cannot accept change of mind returns for items that come in sealed packages or boxes where seals are damaged or broken.
If we accept a return, we will ask you to follow our returns process.
We may provide you with a product exchange or store credit only when we receive the returned product.
You are responsible for payment of return postage on your order. Change of mind returns are not accepted for intimates, which includes underwear, hosiery, socks, swimwear and adult toys due to hygienic reasons. Remedies for defective goods are still available. Under no circumstances can we accept change of mind returns for digital access codes or downloadable software.
Most return requests will be reviewed within 1 business day. Once a product is returned, we will assess your product in line with our terms and conditions.
Products sold and delivered by Marketplace
Marketplace Sellers are third parties and independent from Catch.
When you purchase a product from a Marketplace Seller, you are buying it directly from the Seller, and not from Catch. Marketplace Sellers have their own policies and procedures in relation to change of mind returns.
Marketplace Sellers may outline their policies in the product listings or on the Seller profile page. If their change of mind is policy is not listed, you can contact the Seller by logging into your Catch account > My Account > My Orders.
You must review your order carefully as change of mind returns are given at the sole discretion of each Marketplace Seller.
If a Marketplace Seller accepts a return, you will be asked to follow their returns process. In most cases, sellers will respond to customer queries within 48 hours. If they do not respond within this timeframe, customers can then escalate the matter with our customer service team to resolve the issue.