100% CUSTOMER SATISFACTION GUARANTEE

100% CUSTOMER SATISFACTION GUARANTEE

If you are not happy with the items you bought, you have fifty days cooling-off period to return the unwanted products. This begins the day after you receive your goods. The items must still be in perfect conditions, as new, not being used and possibly in their original package. You must send pictures proving the item is in perfect conditions before you send it back. You can ship the order to the address we’ll give you at your cost choosing the courier you prefer,  or you can ask for the pick up service and we’ll send our courier to collect the package, always at your cost (please see the following paragraph). You will receive a full refund for the cost of the items returned. This does not apply to custom or made-to-order items. This is in accordance with your statutory rights. 

Product Exchanges & Returns – 50 days

Please contact us (info@katanamart.shop) within 50 days after your order has been marked as "delivered" according to your tracking number. You have to send pictures of the product you want to return under any circumstances. If your refund/exchange is approved, you will be given an RMA Number (Return Merchandise Authorization Number), along with instructions to complete your return. Items must be returned in unused, unaltered, and undamaged condition in the original packaging. 

Refund will be made in the same method of payment used to make your purchase.

The customer will be responsible for the return shipping cost :

WEIGHT                               FEE

Between 0 and 3 Kg               14.50£

Between 3 and 6 Kg               17.50£

Between 6 and 10 Kg             20.00£

Between 10 and 15 Kg           22.00£

Between 15 and 20 Kg           24.50£

Between 20 and 30 Kg           35.00£

Between 30 and  50 Kg          45.00£

DELIVERY OUTSIDE EUROPE:

The addressee has to pay the shipping cost always. Free shipping promotions are not applied in Countries outside Europe. Moreover, if the client doesn’t like the product he bought and wants to send it back in order to get a refund or change the item within 50 days of receipt, he/she must pay the full cost of return

We will pay the shipping cost only if the product is damaged or if it’s different from the pictures loaded on the website.

Faulty Returns

Products delivered which are 'damaged' should be notified within 24 hours from the delivery date and you must provide pics od the damage and a description of the flaws. If there are real damages or flaws, we will arrange the collection of the goods at our expenses. Upon receipt of the goods and confirmation of the fault you will be offered either a replacement, a repair or a full refund, providing the item is complete with all accessories and in its original box and packaging. If the product is not deemed faulty the goods will be returned to you. In this case you will be liable for both the uplift and return carriage charge. This returns policy does not affect the buyer's statutory rights.

DAMAGE IN TRANSIT

If goods arrive in a damaged conditions you must make a note of this on the couriers delivery consignment note and contact us immediately.

Delivery Returns of Orders

Due to a large influx of failed deliveries we will be sending our packages by UPS, DPD and DHL. If the two delivery attempts fail, the package will be sent back to us and in this case we hold the right to re-charge shipping fee as it’s expensive sending those goods out again once they have been returned. Our re-charged payments will typically be made through Paypal and the products will not be re-sent until the second payment is made for the second delivery.