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REFUNDS AND RETURNS
- Your satisfaction is important to us. If you are not 100% satisfied with your purchase from Mau Katz you can return your item(s) for a full refund within 30 days of purchase date (unless otherwise noted on select few products)* or one week after receiving the product (for products with longer shipping times.)**
- *On select but very few products does our return policy not apply, such as on gift cards (items bought with gift cards can still be returned, just not gift cards themselves), certain sale items and items otherwise marked. In these cases, it's important to check the product description for more details. Some may say that all sales are final while others we only offer a smaller window of time to return a product. If this is the case, again it'll be noted in the product's description. If nothing of this sort is mentioned then it's safe to assume that our typical return policy applies and you still have 30 days from the date of purchase.
- Returns must be unused, in the state you received them, and in the original packaging. Once your return is received, inspected and is determined unused or undamaged by you the buyer, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
- Refunds are issued back to the original method of payment (the same Visa, Mastercard, etc.) If the original payment method has been canceled and is no longer in use or was a gift card, the refund will be applied as a store credit.
- If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to them to later give to you, please have the gift-giver contact us to discuss a refund.
- All refund requests must be made within 30 days of purchase or one week after receiving the product (for products with longer shipping times.)* Please contact us before shipping the item back with the following information: name, email address used to order the item, and order number. Special directions may apply such as shipping the item to an address other than the one marked on the package, so it is very important you contact us first for instructions. Failure to properly return an item and follow instructions may result in us being unable to refund you for your purchase.
- To complete your return, we require a receipt or proof of purchase. If we cannot find a record of your order with the information you provide us, such as the correct email address used, then we will not be able to refund you.
- In regards to purchasing items on our site that come from another country other than the one you live in, duties are the responsibility of the buyer and are therefore non-refundable for they are charged by customs, not us and we let you know what country items are shipped from in every product description.
- Packages held up in customs for an extended period of time, or that take a bit longer to reach their destination otherwise, are not eligible for a refund unless you choose to return it as you would any other product once received. For we have no control over how customs or even shipping companies operate. This may be more common during busy holiday seasons or bad weather.
- Some larger ticket items may have a restocking fee for returns (unless the item is being returned due to damage or the item being defective by no fault of the customer.) If an item has a restocking fee it will be noted in the product description of that item and the customer will be refunded the amount paid minus the restocking fee. If an item is being returned due to damage or the item being defective at no fault of the buyer than the restocking fee will not apply.
- We do not cover returned shipping costs unless the item is damaged or defective at no fault of the buyer and you have contacted us first for instructions before shipping the item back. More information is on this below. But the good news is that there are no restocking fees!
- If you receive a refund, the cost of return shipping will be deducted from your refund.
DAMAGED OR DEFECTIVE ITEMS
- If an item is damaged in shipping or is defective at no fault of the buyer, please contact us within 30 days of purchase date or a week of receiving your package with the following info: name, email address used in ordering, and order number as well as photos of the damage or defect on item. We will do our best to get the issue resolved as quickly as we can. Damaged or defective items are eligible for a full refund including the original shipping costs as well.*
- **We only cover the cost of return shipping and/or refund the original shipping costs for an item if: it was damaged in shipping or defective at no fault of the buyer and it has been proven through the buyer contacting us first for instructions on returning the item and they have supplied photos of the issue. Otherwise, we do not refund the original shipping nor do we cover return shipping costs.
- If the item is used or damaged by the buyer, a refund will not be issued upon return of the item (nor will the shipping costs.)
LOST OR STOLEN PACKAGES
- If an item is lost during shipment when in transit from us to you, please contact us within 30 days of purchase date or a week after your item was supposed to be delivered with the following information: name, email address used to order and order number. We will do our best to get the issue resolved as quickly as we can. However, if the item is stolen, we are unable to offer a refund once the package is scanned as delivered and is out of our's or the shipping company's hands. For this reason, we advise having your package sent to a secure and safe location.
- If an item you're returning is lost in shipment during transit from you to us, you should consider using a trackable shipping service or purchasing shipping insurance, especially for more expensive items. We don’t guarantee that we will receive your returned item and therefore can no refund you if we do not.
- We are unable to cancel orders once they have been submitted. However, you may return the item within 30 days of the purchase date if you decide you'd still like your money back. Shipping costs are nonrefundable and we do not cover the cost of the return shipping. But the good news is that there are no restocking fees!
LATE OR MISSING REFUNDS
- If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
- Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us
CHANGING YOUR ORDER
- If you'd like to change your order, please contact us right away using the directions below. In some cases, such as the order has already started to be processed, it will not be possible to change the order.
- If you would like to request a refund or have any questions regarding our refund policy, please contact us first for instructions on how to properly return your item before shipping your package back to us via our contact page and we'll be happy to help. Many of our products are sourced from around the world so it is very important you contact us beforehand so it gets sent to the right location, sometimes an item will need to be sent to an address other than the one on the package it came in.