Returns

This is how it works.

Not happy with what you ordered? We will help you return your order. This is how it works.

Conditions

Things to keep in mind:

• You can return your order within 30 days after delivery.
• If there is any damage to the product as a result of use that does not include determining the functionality of the goods, we reserve the right to charge depreciation.
• It is not possible to exchange your item for another item by returning it. Instead, we will give you a refund and you can then place another order on our website.

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.

Follow-up

• 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.