Refund policy
Returns & Refund Policy
At Kataleya, we hope you love your purchase. If you're not completely satisfied, we're here to help.
Returns
You have the right to return eligible items within 14 days of receiving your order.
To start a return, please email info@kataleya.co.uk with your order number and reason for return. We will provide you with return instructions.
Returns Address
Kataleya
43 Grant Rd, Liverpool, L14 0LE
United Kingdom
To be eligible for a return, your item must be:
- Unworn and unused
- In its original condition
- Returned in its original packaging
The customer is responsible for the cost of return postage. We recommend using a tracked postal service and obtaining proof of postage, as we cannot be responsible for items lost during return transit.
Right to Cancel (14-Day Withdrawal Period)
If you are a consumer, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.
To exercise this right, please email info@kataleya.co.uk within the 14-day period, clearly stating that you wish to cancel your order.
Once you have notified us, you have a further 14 days to return the goods.
Returned items must be unworn, unused, in their original packaging, and in a resalable condition.
Non-Returnable Items
For hygiene reasons, earrings cannot be returned or exchanged unless they are faulty or were supplied incorrectly.
We also reserve the right to refuse returns that show signs of wear or damage caused after delivery.
Damaged, Faulty or Incorrect Items
Please inspect your order upon delivery.
If you receive a damaged, faulty or incorrect item, please contact us as soon as possible at info@kataleya.co.uk, including your order number and clear photographs of the issue. We will assess the problem and arrange a replacement, repair or refund where appropriate.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 14 days of receiving the returned goods (or evidence that they have been returned).
Please note that your bank or card provider may take additional time to process the refund.
Original shipping charges are non-refundable unless the item is faulty or we have made an error with your order.
European Union Customers
For orders shipped to the European Union, you have the right to cancel or withdraw from your purchase within 14 days of receiving your order, without giving any reason.
To exercise this right, please email info@kataleya.co.uk within the 14-day period with your order number and a clear statement that you wish to withdraw from the purchase.
After notifying us, you have a further 14 days to return the goods.
Customers are responsible for the cost of return shipping unless the item is faulty or incorrect.
This policy does not affect your statutory rights under applicable consumer protection laws.