Refund policy

At Catch, we want your online shopping experience to be clear and comfortable. If you need to return or exchange an online order, our online support team will guide you through the full process.

Returns & Exchanges

You can request a return or exchange within 30 days from the order date.

How to Request a Return or Exchange

To request a return or exchange for an online order, please contact us first through WhatsApp. Our team will review your request and guide you through the correct next steps.

WhatsApp support is available from Saturday to Thursday, 9:00 AM to 5:00 PM, excluding Fridays and official holidays.

Contact us on WhatsApp

Important Note About Online Orders

Return & Exchange Conditions

• Items must be in their original condition, unused, unworn, unwashed, and with all original tags and packaging.

• Any item that shows signs of use, damage, washing, perfume, stains, missing tags, or missing packaging may not be accepted for return or exchange.

• Exchange requests are subject to size, color, and stock availability at the time of processing.

• Returns and exchanges must be confirmed first through WhatsApp before sending a courier.

Non-returnable Items

• For hygiene and product-safety reasons, socks, accessories, and hygiene-sensitive items that directly touch the body cannot be returned or exchanged.

• These items can only be returned or exchanged if there is a confirmed manufacturing defect after case review and approval.

Shipping Fees

• If the return or exchange is requested for personal reasons, such as size change, color change, or change of mind, the customer is responsible for the courier shipping fees.

• If at least one item in the order has a confirmed manufacturing defect, Catch will cover the full shipping fees related to the return or exchange after the case is reviewed and approved.

Courier Return Process

After confirming the request through WhatsApp, a courier will be arranged to collect the item. Once the item is received by Catch, our team will inspect it to make sure it matches the return conditions.

The inspection process usually takes 7–10 business days. After the return is approved, our team will contact you to process the refund through Vodafone Cash or InstaPay.