Return and Refund Policy

At CatKissFish (hereinafter referred to as “CatKissFish” or “the Platform”), we prioritize customer satisfaction and are committed to providing high-quality after-sales service. This policy applies to all orders placed through CatKissFish to safeguard customer rights.

This policy applies to all customers who place orders through CatKissFish and includes situations involving returns and exchanges due to product quality, size, color, etc. It also covers incorrect items sent, delivery delays, out-of-stock products, and other after-sales issues.

Wrong product/brand/size/address: If the platform sends the wrong product, brand, size, or the delivery address is wrong due to its own reasons.

Operation instructions: Please submit relevant photos or other supporting materials.

Solutio: The platform will be responsible for re-production and bear all delivery costs, and customers can also apply for a full refund.

Blurred printing: Printing edges are out of focus and design details are unclear.

Layout errors: The design does not match the original, or the printing position is incorrect.

Peeling or deformation: The printed pattern peels off in pieces, or is obviously different from the design.

Solution: The platform will be responsible for re-production and bear all delivery costs, and customers can also apply for a full refund.

If the size of the actual product differs by more than 3 cm from the published size.

Solution: The platform will be responsible for re-production and bear all delivery costs, and customers can also apply for a full refund.

Significant color difference: The printed color is significantly different from the design. Mainly caused by incorrect selection of color codes or technical settings by the provider.

Solution: The platform will be responsible for re-production and bear all delivery costs, and customers can also apply for a full refund.

Damage or mechanical failure: Items are damaged during shipping or production (e.g. holes, cracks, stains).

Embroidery or printing defects: Embroidery or printing quality problems, such as loose threads or inconsistent colors.

Solution: The platform will be responsible for re-production and bear all delivery costs, and customers can also apply for a full refund.

Full refund: If the product in the customer's order is out of stock, the platform will provide a full refund and compensate for 10% of the product price.

Package loss or logistics delay: If the package is lost during transportation, stagnant for more than 15 days without updates, or the customer does not receive the goods 25 days after shipment, free reshipment or refund can be provided.

CatKissFish is committed to ensuring that the production and delivery needs of orders are fulfilled on time during the off-season and peak season. The specific guarantees are as follows:

2D clothing: The fastest production time is 1 day, the average production time is 2 days, and the peak season is guaranteed to be 3 days.

US warehouse products: The fastest production time is 1 day, the average production time is 2 days, and the peak season is guaranteed to be 3 days.

Pure cotton AOP products: The fastest production time is 6 days, the average production time is 7-8 days, and the peak season is guaranteed to be 10 days.

Except pure cotton AOP products: The fastest production time is 2 days, the average production time is 2-3 days, and the peak season is guaranteed to be 5 days.

Special custom orders: The production cycle of special custom orders varies depending on the complexity of the design and quantity, and is usually completed within 7-15 working days.

Transportation and delivery time: Depending on the destination and the selected logistics method, the transportation time is estimated to be 7-25 days. We will select reliable logistics solutions based on the transportation conditions of each country and region to ensure that your order is delivered on time.

No delivery guarantee: If the order is not shipped within 10 days after the order payment, it will be upgraded to a faster logistics line (such as YanFast or YunFast) for free, or a refund without liability.

Logistics delay compensation: If the logistics status is stagnant at the node for more than 15 days or is not delivered within 25 days after delivery, the platform will arrange free re-shipment or a refund without liability.

To ensure that customers understand the return and logistics policies, the following supplementary notes provide more details:

3.1. Applicable orders: The above delivery policy only applies to online orders. For orders not submitted through the designer, the delivery time commitment will be extended by two days.

3.2. Fulfillment time range: Fulfillment time refers to the time before shipment, excluding the shipment time.

3.3. Fulfillment commitment: After the order status is changed to "In Production", production and shipment will be completed within the fulfillment time.

3.4. Holiday impact: Fulfillment time commitment includes weekends, excluding Chinese public holidays. The fulfillment time for orders paid during holidays will be calculated from 9:00 am on the first working day after the holiday.

3.5. Payment time: If the customer pays the order after 18:00 on the same day, the fulfillment time will be calculated from 9:00 am the next day.

3.6. Order requirements: Fulfillment time commitment applies to orders that have been paid, designed and have valid design files.

3.7. Compensation limit: The maximum compensation amount is the order price (including shipping costs), and the maximum compensation for a single order does not exceed US$500.

3.8. Multi-category product orders: If the order contains products of different categories, the fulfillment time is based on the product with the longest fulfillment time.

3.9. Exceptions to fulfillment commitments: The fulfillment time commitment does not apply to the following situations:

(1)The customer has special requirements for the product.

(2)The order needs to make and confirm samples in advance.

(3)More than 30 items of the same product or the same order are ordered at one time.

4.1. Application method: Customers should submit a return and exchange application within 7 days after receiving the goods. For damaged packages, it must be submitted within 72 hours after delivery.

4.2. Submit materials: Customers need to provide photos of the goods, CatKissFish's unique QR code or shipping list as proof.

4.3. Processing time: The platform will reply within 5 working days after receiving the return and exchange application. After confirming that there is no problem, the exchange or refund will be processed as soon as possible.

5.1. Platform bears: The platform will bear the freight for returns and exchanges caused by product quality and delivery errors.

5.2. Customer bears: The return freight caused by personal reasons of the customer (such as unreasoned return) shall be borne by the customer. For international return freight, it may be adjusted depending on the region.

6.1. Refund method: The refund will be refunded through the original payment method or transferred to the platform account balance.

6.2. Refund time: The refund will be completed within 7-10 working days after the return is confirmed, and cross-border payment may be slightly delayed.

6.3. Refund amount: The refund amount is only the cost of the goods and shipping costs, customs duties and discounts are not refunded.

7.1. Non-returnable and non-exchangeable conditions: Products customized according to customer specifications and sealed products (such as products that are unpacked after delivery for hygiene reasons) are not eligible for return and exchange.

7.2. Minor defects: Minor defects such as slight color difference and thread ends that do not affect use are not eligible for return and exchange.

7.3. Cancel order:

8.1. Ensure accurate information: Customers must ensure that the correct delivery address is filled in when placing an order. Return costs caused by incorrect addresses will be borne by the customer.

8.2. Proper storage: Before applying for a return, customers must ensure that the product has not been used or damaged so that the product can be sold again.

9.1. Force majeure: The platform does not bear any relevant responsibility for the delay or cancellation of return and exchange due to force majeure factors such as natural disasters, wars, and epidemics.

9.2. Third-party logistics: The platform will try its best to assist in handling delivery delays or damage caused by third-party logistics companies, but will not bear direct responsibility.

9.3. Customer personal reasons:

Inappropriate size: The customer did not choose the appropriate size according to the size chart provided by the platform, resulting in return and exchange problems.

Color difference: Due to the color difference between the display device (such as computer, mobile phone screen) and the actual product, the customer has objections to the color of the product.

Product misuse or damage: The customer caused the product to be damaged due to improper use, incorrect operation, improper storage, etc.

Exceeding the return and exchange period: The customer did not apply for return and exchange within the specified return and exchange period.

Wrong address: The package could not be delivered normally because the customer filled in the wrong delivery address or provided incorrect/inadequate recipient information.

Failure to sign in time: Under normal logistics conditions, the customer did not sign for the package for personal reasons.

9.4. Special customized products: Products specially customized according to customer needs (such as customized printing or engraving, etc.) are not applicable for return and exchange.

9.5. Policy violations: Abuse of platform policies, malicious returns and exchanges, unreasoned returns, malicious complaints, etc. The platform has the right to refuse to provide after-sales service and reserves the right to pursue legal liability.

CatKissFish reserves the right to update the policy content according to actual conditions and notify users through the website or email. If users continue to use the platform services, they will be deemed to have accepted the updated policy.

11.1. EU Consumer Notice: According to the relevant provisions of Article 16 of Directive 2011/83/EU, the platform has the right to refuse the return and exchange request due to personalized products.

11.2. Policy Interpretation Language: This policy is based on English, and any other language translation is for reference only. In case of ambiguity, the English interpretation shall prevail.

Through the above policies, CatKissFish will ensure that the rights and interests of customers are protected to the greatest extent while maintaining the normal operation of the platform. If you have any questions about the content of the policy, please feel free to contact us through the platform customer service support.