Returns, Exchanges and Warranty
Last Updated: 29 Jul 2021
RETURNS, EXCHANGES AND WARRANTY
We inspect all of our products prior to delivery to make sure they’re in perfect condition. However, if an item is delivered to you with visible signs of damage, please take photos and contact us within 3 working days using the contact details set out below. In these circumstances, we will endeavour to replace or repair your item.
WhatsApp: (+65) 8898 2396
Please include the following details:
- Order Number
- Receipt Number
- Name of defective item
- Images of defect/damage
- Your name
- Telephone number
Catalust retains full discretion to decide whether items are in suitable condition for exchange. Items that are deemed eligible for exchange must be unused and in the same condition as when received, with original packaging. Exchanges are subject to stock availability. Catalust will endeavour to repair the item before replacing. In the event that Catalust is unable to replace or repair the defective item, we will process a refund.
All of our products have a six-month warranty for manufacturing defects, excluding Kuching sisal panel and cushions.
To be covered by this warranty, the following conditions must be met –
- Proper care and usage are essential to preserving your rights under this warranty. This warranty does not apply if your Catalust furniture is damaged by using detergents, abrasives or other harsh cleaning agents. Do not place in airless or humid environments where mold may occur.
- This warranty does not cover damage resulting from negligence, abuse, wear and tear, relocation or accidents: including (but not limited to) burns, cuts, scratches, tears, scuffs, watermarks, indentations or damage from pets.
- This warranty does not apply if the product is used outdoors.
- Any product modification by consumer or other parties not authorized by Catalust will void this warranty.
- This warranty does not cover items not purchased directly from Catalust.
- Catalust’s decision on all issues relating to complaints regarding defects, either of workmanship or materials, shall be final and conclusive. Any decision to repair or have part(s) replaced shall be at Catalust’s sole discretion.
- Any item repaired or replaced under this limited warranty will be covered by the limited warranty for the remainder of the original six-month warranty period only.
- This warranty covers manufacturing defects detected within the warranty period, the cost of material components, replacement parts, labor and transportation charges.
- In respect of manufacturing defects detected after the warranty period, the cost of material components and replacement parts, with all labor charges and transportation costs (if any) shall be covered by the purchaser.
Exceptions & limitations: if the exchanged product value is less than the original purchase price, the difference in value will not be refunded.
Once we receive the returned item(s), we will notify you via email. Your refund will be processed as soon as the returned product is inspected by our Quality Assurance (QA) team and confirmed that it fits within our Refund Policy. We will also notify you of the approval status of your refund within 7 days unless otherwise stated.
If the defect in the product was caused by reasons other than materials quality or assembly process, the original product will be returned to you.
Refunds can only be issued to the original payment method that was used. You may receive the funds up to 15 business days after we process the refund, depending on your bank or credit card issuer. If that payment method is no longer valid, or you have questions about the timing of your refund, please contact your payment provider directly – they’ll have the most up-to-date info.
Late or missing refunds
If you haven’t received a refund after 15 business days from receiving our refund approval email, contact your payment provider directly. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We may update this Refund Policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons. We reserve the right to modify this Refund Policy at any time in accordance with applicable law. If we do so, we will post the revised Refund Policy and update the “Last Updated” date at the top.
This Refund Policy should be read in conjunction with our:
- Terms of Service, available here: https://www.catalust.com/policies/terms-of-service
- Shipping Policy, available here: https://www.catalust.com/policies/shipping-policy
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by email at email@example.com.