Dear Customer,
We sincerely regret the situation that led to the decision to return, complain or exchange and any inconvenience this may have caused. Your satisfaction is of the utmost importance to us and we are committed to resolving this situation quickly and effectively. We hope you also understand that we always have the best intentions and our wish is for all our customers to be fully satisfied with their orders.
We are always happy to answer any questions you may have.
How to proceed
Send your complaint, return or exchange request to info@catyn.com and we will deal with it as quickly as possible.
1 -Complaints will be analyzed within a maximum of 5 working days and a response will be given at the end of this time.
If the complaint is accepted as a result of an error on our part, Catyn will be responsible for all costs involved in collection and/or redelivery.
2 -Return requests will be processed within a maximum of 5 working days. In this case, the costs involved with the return are borne by the customer and have an associated value of €6 (Portugal & Spain), €35.00 (Europe), €85.00 (Rest of the World).
3 -Exchange requests will be processed within a maximum of 3 working days. The costs involved with collection and redelivery are borne by the customer and have an associated value of €13.95(Portugal & Spain), €85.00 (Europe), €195.00 (Rest of the World).
WHAT TO DO AT THE TIME OF DELIVERY:
- Check that the packaging is in perfect condition.
- If there is any non-compliance (e.g. packaging with signs of tampering), you should refuse delivery.
Catyn regrets any inconvenience caused, but these measures should be taken to protect customers from possible fraud.
HOW DO I MAKE AN EXCHANGE OR RETURN?
If the product is not what you ordered or has visible defects, you have a period of 30 days (from the date of delivery of the order).
You have two options for this:
Simply follow these steps:
1. Contact Catyn to help you through the process.
2. Put the item(s) in a properly sealed and wrapped package (you can use the box that was used for the delivery), along with the duplicate invoice and send it to:
Regra Crucial, unip.Lda
Rua Vale Michão,15
3770-056 Oiã
Portugal
Catyn accepts exchanges or returns provided that:
New items:
- They have not been used or show signs of use;
- They have the original label and box;
Used items:
- They are in perfect saleable condition, respecting the condition and state in which they arrived at the end customer.
If you wish, you can also make exchanges, returns or complaints directly in our physical store, accompanied by the item(s) to be returned. In the event of a refund, this will be made using the same method as for payment, within a maximum of 14 working days.
Returns must always be made by post in accordance with the steps described above. Transport costs for exchanges/returns are borne by the end customer. In the event of a return, only the value of the item(s) will be refunded, excluding shipping costs.
The customer should always keep the proof of shipment, since until we receive the item(s) in our warehouse, the customer is responsible. We are not responsible for items lost or delayed in transit from the customer to our warehouse.
REFUNDS
Refunds, if desired, will always be processed using the same payment method.
Catyn undertakes to reimburse the customer within 14 working days of the arrival of the returned item.
