Returns & Refunds
We ship worldwide and want to be as clear and fair as possible about returns and refunds.
Because international orders come with costs that cannot be recovered after delivery, refunds are not always issued in full. Below, we explain how our refund system works and why.
Why Refunds are Not Always Issued in Full
Once an international order is delivered, we immediately pay costs that are not refunded to us, even if the item is returned unused. These include:
- International shipping costs
- Customs duties and import taxes charged by the destination country
- VAT or similar local taxes
- Courier handling and clearance fees
- Payment processing and currency exchange fees
Since these costs vary by country and cannot be recovered, we apply a fixed, country-based refund rate instead of calculating each return individually.
Return Eligibility
To be eligible for a return and refund:
- Returns must be requested within 14 days of when the order is delivered to you. You can do so by emailing help@katmaconie.com
- Items must be unused and returned in original packaging, with all packaging elements included
- Items showing signs of wear, use, or damage may be refused
- Final sale items cannot be returned, unless they were delivered faulty
How Refunds are Calculated
Refunds are based on the delivery country, not the billing address.
Refunds are calculated on the item value paid, excluding any shipping charges.
Refund Zones:
| Zone | Refund Amount |
| Zone A | 85% of the value paid |
| Zone B | 75% of the value paid |
| Zone C | 70% of the value paid |
The retained portion reflects non-recoverable costs already incurred, including shipping, customs duties, taxes, and administrative fees.
Refunds apply to the item price only. Original shipping fees are non-refundable.
Country Zones
Zone A - 85% Refund
Bahrain, Hong Kong, Kuwait, Macau, Oman, Qatar, Singapore, Switzerland, United Arab Emirates
Zone B - 75% Refund
Australia, Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Estonia, France, Germany, Indonesia, Ireland, Italy, Japan, Latvia, Liechtenstein, Lithuania, Luxembourg, Malaysia, Malta, Monaco, Netherlands, New Zealand, Philippines, Poland, Portugal, Romania, San Marino, Saudi Arabia, Slovakia, Slovenia, South Africa, South Korea, Spain, Taiwan, Thailand, Vatican City, Vietnam
Zone C - 70% Refund
Albania, Andorra, Argentina, Armenia, Belarus, Bosnia and Herzegovina, Brazil, Canada, Chile, China, Colombia, Croatia, Denmark, Finland, Georgia, Greece, Hungary, Iceland, India, Israel, Kosovo, Mexico, Moldova, Montenegro, North Macedonia, Norway, Peru, Russia, Serbia, Sweden, Turkey, Ukraine, United Kingdom, United States
Countries not listed will automatically fall under Zone C.
Customs & Taxes on Returns
Customs duties, VAT and taxes are charged by local authorities, not by us. These charges are not refundable, even if the item is returned.
In many countries, returned items are taxed again when they re-enter the country. Hence, the portion kept from your refund helps cover these unavoidable costs.
Faulty or Incorrect Items
If you have received a damaged item, please notify the Customer Care Team within 48 hours of when your order is delivered by emailing help@katmaconie.com, along with your order number and clear photos or videos showing the issue.
Once confirmed, we will arrange the return of the item and you will be eligible for a full refund.
Refunds Processing
Refunds are processed within 7 business days from when the item has been received and inspected.
Inspection can take up to 3–4 business days from the date we receive the returned item.
Refunds are processed back to your original payment method. Bank processing times may vary.
Exchange Policy
Exchange requests should be submitted within 14 days from your order delivered date. You can submit your exchange requests to the Customer Care Team by emailing help@katmaconie.com, clearly stating your order number and reason for exchange. All exchange requests are subject to availability.
If your exchange request has been approved, free shipping will be provided for the exchanged item.
Please note that all return and exchange items are subject to inspection upon arrival. Items that do not meet the above conditions may not be eligible for a refund or exchange.
Exchange items must meet the same conditions as returns.
By placing an order with us, you agree to this Returns & Refunds Policy.