This is how it works.
Not happy with what you ordered? We will help you return your order. This is how it works.
You can return your order within 30 days after delivery. Return products that are still in the original and undamaged packaging and that have not been used.
If the original packaging is missing or damaged we can no longer sell this product as if it were new. Due to the reduction in value, you will receive a maximum of 75% of the purchase amount in return.
For products that have been used but are no longer working as they should we would love to refer you to the warranty conditions. Used products cannot be returned, we also cannot refund the money you paid for these products.
Request a return
You can ask for a return here. We will send you the instructions via mail. Always fill out the return number we have given you on the return form.
Fill out the return form
Use the packing slip as a return form or request a return form via our customer service department. Tell us which item you wish to return and what you want us to do. Do you prefer a different product? Order it on the website, it is not possible to change your order.
Send it back to us
You return orders at your own risk. Please note that we do not cover any return costs or the border fee you have to pay as you return your order. In addition, we will never refund the invoiced shipping costs you already paid when placing your order. Kato Group BV cannot be held accountable for missing or damaged returns and products. As such you should always wrap your return with care. You could, for instance, use the box it came in. Also return any accessories or related items.
- The return package goes to the collecting point in Germany. From there it is forwarded to our warehouse in the Netherlands. As soon as the package is received there, we will send a confirmation. Processing and handling can take up to 8 working days.
- If the return meets the conditions you will receive the purchase amount within seven working days. We will always refund the money via the payment method used when you paid for your order.