Returns & Refunds Policy

Last updated: June 13, 2019

 

CHANGE YOUR MIND?

If you change your mind about your purchase, you can safely return it within 14 days of the item being delivered to you. We do not charge any restocking fees. Please follow return instructions below:

Contact the client care team at client.care@thecatrinashop.com. In order to identify and process your return, it is important to include in the Subject line of your email:

Order #XXXXX / Return

Please allow us 24 hrs. to send you a merchandise return form via email.

Complete the form indicating the following:

  • Name
  • Order Number
  • Item Code/Number. If you purchased several items of the same code in your order, please make sure to include quantity to return.
  • Reason for return

Carefully pack the item in the same box it was shipped (each product is packed individually), you can use the same packing material as well. Don’t forget to include the merchandise return form in the box. We regret that we will not be able to issue a credit or refund for any items that are damaged or lost in return shipping.

Select a carrier of your choice and leave the box at their location or schedule a pickup date according to their services. Please ship to:

The Catrina Shop
1517 Pech Rd.
Houston, TX 77055
United States

The return shipping cost will be sustained by the customer. Once the products reach our warehouse and are confirmed to be in the same state they were initially shipped, we will issue a refund to your original payment method within 5 business days. Original shipping cost (where applicable) will be deducted from the refund. If you are shipping an item over $75, we encourage you to protect yourself from loss or theft by insuring the return shipment. May we suggest to consider using a trackable shipping service to ensure we receive your returned item. We will not issue a refund for merchandise that we didn't receive in our warehouse (address above). Please save the receipt until you receive your refund.

Promo Codes

If you purchased your product using a promo code, refund will be done at the discounted price of the product (exact same amount of what the product was purchased originally), less original shipping cost (where applicable).

Please remember that we cannot accept returns on products that have been customized especially for you.

 

PIECE ARRIVED DAMAGED?

If you received your piece damaged, you can file a claim within the next 3 days of receiving the shipment. Please follow claim instructions below:

Take pictures of the product showing clearly the damage. If the box is damaged too, please take a picture also. If you purchased several items of the same code in your order, please make sure to include pictures of all the damaged pieces.

Contact the client care team at client.care@thecatrinashop.com, attaching the pictures of the damaged piece. In order to identify your order, it is important to include in the Subject line of your email:

Order #XXXXX / Damaged

Please allow us 24 hrs. to get back at you.

Shall we deem necessary, you will be contacted by phone for further instructions; otherwise we will send you a Refund merchandise form.

Complete the form indicating the following:

  • Name
  • Order Number
  • Item Code/Number. If you purchased several items of the same code in your order, please make sure to include quantity damaged.
  • Type of damage

Send email with the form completed. To expedite process, please continue the mail thread, as we will be using “/ XXX” in the Subject Line (key words) to identify process status faster.

Once the claim is approved you will have the opportunity to request a replacement for the same item (replacements can be made to same price products only); otherwise, a full refund including shipping cost (where applicable) will be issued to the original method of payment.

As we don’t have control of shipment, we reserve the right to not fulfill your replacement order and/or choose a different shipping method. Shipping time for replacement orders are not subject of shipping times indicated along the website.

Promo Codes 

If you purchased your product using a promo code, refund will be issued at the discounted price of the product (exact same amount of what the product was  originally purchased), less original shipping cost (where applicable).

 

MISSING REFUND

If you haven’t received your refund yet, first check your bank account again.

Then contact your credit card company/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 at  client.care@thecatrinashop.com

In order to assist you with a missing refund, it is important to include in the Subject line of your email:

Order #XXXXX / Missing Refund

Please allow us 24 hrs. to reply. We will make sure you receive your refund. 

 

ACKNOWLEDGEMENTS

 Please be aware that you may not be eligible to make a return or be refunded for a damaged piece, if you don’t file your claim within the time indicated in the Return policy and/or don’t follow claim/return  instructions.