Refund policy
Return & Refund Policy
Last Updated: 27 July 2026
Thank you for shopping with Kat Co.
Kat Co. specialises in curated mystery boxes designed to deliver a unique surprise experience. Due to the nature of our products, please read this Return & Refund Policy carefully before placing your order.
By placing an order with Kat Co., you acknowledge that you have read, understood, and agreed to the terms of this policy.
⸻
1. All Sales Are Final
All orders are considered final once payment has been successfully processed.
Kat Co. does not accept returns, exchanges, or cancellations after an order has been placed, except where a refund is approved under the conditions stated in this policy.
⸻
2. No Returns
To preserve product hygiene, maintain the integrity of the mystery experience, and minimise unnecessary international shipping, Kat Co. does not accept the return of any products.
Customers are not required to return damaged or incorrect items unless specifically requested by Kat Co.
⸻
3. Refund Eligibility
Refund requests will only be considered under the following circumstances:
• Purchased mystery item(s) arrive damaged during transit.
• Purchased mystery item(s) are missing from the order.
• An incorrect mystery box or purchased mystery item(s) were sent.
All refund requests are subject to assessment and approval by Kat Co.
⸻
4. Refund Request Timeframe
Refund requests must be submitted within 5 calendar days from the courier’s recorded delivery date.
Requests submitted after this period may not be accepted.
⸻
5. Required Evidence
To allow us to assess your claim, you must provide:
• Order number.
• Clear photographs of the unopened shipping parcel.
• Clear photographs of the shipping label.
• Clear photographs of the damaged purchased mystery item(s).
• A photograph showing all contents received.
• A brief description of the issue.
Kat Co. reserves the right to request additional information where necessary.
Refund requests submitted without sufficient evidence may be declined.
⸻
6. Refund Assessment
Every claim is assessed individually.
Where a refund is approved, the refund amount will be calculated using a fair proportional method based on:
- The purchase price of the mystery box excluding shipping charges.
- The number of purchased mystery items included in the selected mystery box.
- The number of approved damaged, missing, or incorrect purchased mystery items.
For confidentiality and to preserve the mystery experience, Kat Co. does not assign or disclose individual retail prices for items contained within our mystery boxes.
The final refund amount is determined solely by Kat Co. after assessment.
⸻
7. Complimentary Items
Kat Co. may include complimentary bonus picks, gifts, promotional items, decorative packaging, thank-you cards, ribbons, stickers, wrapping materials, confetti, or other complimentary items as part of the overall unboxing experience.
These complimentary items are provided free of charge and do not form part of the purchased product value.
As such, complimentary items are not eligible for refunds, replacements, exchanges, or compensation, even if they arrive damaged, defective, or missing.
⸻
8. Packaging
Every Kat Co. mystery box is carefully packed to provide a premium gifting and unboxing experience.
Minor cosmetic imperfections affecting only the external shipping carton or decorative packaging, where the purchased mystery items remain undamaged and fully usable, will not qualify for a refund.
⸻
9. Full Refunds
A full refund may be considered only in exceptional circumstances, including but not limited to:
• The parcel arrives with severe transit damage resulting in the majority or all purchased mystery items being unusable.
• The incorrect mystery box was supplied and cannot reasonably be corrected.
• Kat Co. determines that a full refund is appropriate after reviewing the circumstances.
The decision to issue a full refund rests solely at the discretion of Kat Co.
⸻
10. Situations Not Eligible for Refund
Refunds will not be provided for:
• Change of mind.
• Personal preference.
• Dissatisfaction with the mystery selection.
• Receiving duplicate items.
• Failure to read the product description before purchasing.
• Incorrect shipping information provided by the customer.
• Orders refused by the recipient.
• Delivery delays caused by customs authorities, courier companies, weather conditions, public holidays, or other circumstances beyond Kat Co.’s reasonable control.
• Shipping fees once an order has been dispatched.
• Complimentary gifts, bonus picks, promotional items, decorative packaging, wrapping materials, or other free items.
⸻
11. Refund Method
Approved refunds will be issued using the original payment method used to place the order.
Refund processing times may vary depending on your payment provider or financial institution.
⸻
12. Fraud Prevention
Kat Co. reserves the right to refuse any refund request where:
• Insufficient evidence is provided.
• The damage is determined to have occurred after delivery.
• Fraudulent, dishonest, or abusive claims are suspected.
• The request does not comply with this Return & Refund Policy.
Where fraudulent activity is suspected, Kat Co. reserves the right to reject future orders.
⸻
13. Contact Us
For all refund enquiries, please contact:
Kat Co.
Email: katco.official786@gmail.com
Please include your order number in all correspondence to help us assist you more efficiently.