Thank you for shopping at Catoq.com.
If for any reason, You are not completely satisfied with a purchase We invite You to review our policy on returns and refunds.
Cancellation Policy:
In order to provide our customers with the best shopping experience, All orders can be canceled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be canceled.
Return Policy:
There are a few important things to keep in mind when returning a product you purchased online from Catoq.com, In order for the Goods to be eligible for a return, please make sure that:
- For nondefective items and items that are received in 100% condition, we charge a 25% restocking fee. As soon as we receive the item you returned, we will process your REFUND minus the 25% Restocking Fee.
- You have 15 calendar days to return an item from the date you received it. Can extend the return window during certain times of the year like holidays 20 days.
- Please ensure that the item you’re returning is repackaged in the original packaging that was included when you received it.
- Only items that have been purchased directly from Store Catoq.com.
Conditions that you allow for returns:
- New Product: This can include unopened products in original packaging, and products that have never been used.
- Used Product: This can include products that are lightly used or opened.
How to Return an Item:
To Return an item to Catoq.com Contact Us:
- By email: [email protected]
- By visiting this page on our website: Contact Us
Returns Product:
To return your product, you should mail your product to:
Av. Ezzohour,
Al-Aroui Nador
62550 MA
How will customers get the return label?
- For defective products: This happens when the product is incorrect, damaged by the carrier, or defective in another way:
Download/print In the box. - Customer remorse: This happens when the customer purchased the wrong product, it doesn’t fit, or they no longer want the item:
Customer responsibility
How much will customers pay for return shipping?
- For defective products: Free This happens when the product is incorrect, damaged by the carrier, or defective in another way
Upon the receipt of your package, your products will be examined, and a refund will be issued to your original method of payment. A refund receipt will be emailed to the email address you used when making your original purchase.
We cannot be held responsible for goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.
Refund Policy:
Your satisfaction is our #1 priority. Therefore, you can request a refund or Exchange or reshipment for ordered products if:
- You do not receive them within the guaranteed time (45 days not including 2-6 day processing)
- For items received that are not as we described in our listing and Defective items, we cover the return shipping cost and replace the item asap.
- You do not want the product you have received (but you must return the item at your expense and the item must be unused)
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at: [email protected].
We do not issue the refund if:
- Your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).
- You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page.
Catoq.com has the right to refuse returns that passed the 15 days allowed time after delivery.
For additional help or If you have any questions about our Returns and Refunds Policy:
Please contact us at:
[email protected], Monday – Friday from 9:00 am to 3:00 pm EST OR Email Us at: [email protected]
By visiting this page on our website: Contact us