Return, Refund & Exchange Policy

At Catapult, we value our customers' satisfaction and aim to provide a seamless shopping experience. However, we understand that there may be circumstances where a customer may need to request a return, refund, or exchange for a purchase made through our e-commerce platform. This policy is designed to outline the guidelines and procedures for requesting a return, refund, or exchange.

Return Specifics

1.1. Return window:A return request must be made within 3 days of receiving the product. This is primarily applicable to cosmetics categories, owing to their temperature regulations.
1.2. Exclusions: Products that come in sealed packaging cannot be returned. For hygiene purposes, the following items are also not eligible for return or exchange: personal care goods (beauty products), custom products (personalised items or special orders), hazardous materials, gases, or flammable liquids. Please get in touch with our customer support team if you have any queries or concerns about your specific item.
1.3. VAT: Return shipping fees are exclusive of VAT. Click here to view the return shipping fees. 

 Eligibility for Refund

2.1. A refund request must be made within 3 days from the date of delivery.
2.2. The product must be in its original condition, unused, and with all original tags and packaging intact.
2.3. We require proof of purchase, such as the order confirmation or receipt, for all refund requests.

 Refund Process

3.1 To initiate a refund, please contact our customer support team. Provide them with your order details and reason for the refund request.
3.2. Our customer support team will review your request and may ask for additional information, if necessary.
3.3. Once your refund request is approved, you will be provided with instructions on how to return the product. As a standard protocol, the courier will pick it up from your location. Please note that the cost of return shipping will be the responsibility of the customer unless the return is due to a mistake on our part.
3.4. Upon receiving the returned product, we will inspect it to ensure that it meets the eligibility criteria mentioned in Clause 1. To ensure a successful refund process for all cosmetics products, the seal must be intact. Else, they won’t be eligible for refund.
3.5. Once the product is approved for a refund, we will process it within 7 working days. However, please note that the refund will not include the original delivery charges. It usually takes between 3 and 7 business days for the amount to be credited back to your original payment method. In some cases, it may take additional time for the refund to appear in your account, depending on your bank or credit card company's processing time or refund policy.
3.6. If duties have been paid at checkout, Catapult can refund these charges to you directly. However, any duties and taxes paid at your delivery destination are non-refundable.

 Exchange Process

4.1. To initiate an exchange, please contact our customer support team at support@catapult.global. Provide them with your order details and the details of the item you wish to exchange.
4.2. Once the item is received at our warehouse, our customer support team will review your request and may ask for additional information, if necessary. We will check whether the item qualifies for exchange based on the eligibility criteria in Clause 1.
4.3. If the requested exchange item is in stock, we will provide instructions on how to return the original item and process the exchange.
4.4. Please note that when returning an item, you will not be charged for the pickup. However, you will be charged based on the shipping fees for the delivery of the new item.
4.5. If the requested exchange item is out of stock, we will work with you to find a suitable alternative or provide a refund, depending on your preference.

 Damaged or Defective Products

5.1. If you receive a damaged or defective product, please contact our customer support team immediately. We will review your request, investigate the issue, and work with you to provide the suitable resolution based on the circumstances.

Disclaimer: Please note that this refund policy applies only to purchases made through our e-commerce platform. If you have purchased our products from a third-party retailer or marketplace, please refer to their respective refund policies. We reserve the right to modify or update this refund policy at any time. Any changes will be communicated through our website or by other means of notice.

If you have any further questions or require assistance regarding our refund policy, please don't hesitate to contact our customer support team.