退款政策

At Catholight, every product is made-to-order with care, whether it’s personalized or not. We’re committed to ensuring you’re happy with your purchase. If something’s not right, we’ll assist you fairly and transparently, with your satisfaction as our priority.

Since each item is made just for you, we don’t accept general returns. However, if there’s an issue, we’ll make it right with a free replacement, refund, or store credit (gift card), depending on the situation

A. POLICY TIMEFRAME

• You have 7 days from the delivery date to report any issues and request a replacement or refund.
• After this period, we’re unable to process further claims

 

B. REPLACEMENT

We will send a free replacement if:

• Your item arrived damaged, defective, misprinted
• You received the wrong item or design (not as stated in your Order Confirmation email)
• Your package was lost in transit while the shipping address was correct

In some special cases, we may also support an exchange for a different size, color, or style. You’ll need to cover the shipping fee and any price difference (if applicable)

 

C. REFUND/STORE CREDIT

We’ll issue a full or partial refund (or store credit) if:

• A replacement is not practical (e.g. out of stock or delayed beyond reasonable time...)
• Your order was lost and cannot be re-shipped

 

D. NO REFUND OR REPLACEMENT

• Requests made more than 7 days after the product delivery
• Personal reasons (change of mind, no longer wanting the item) more than 2 hours after order placement or after delivery
• Incorrect order details provided by customer (wrong size, name, address, etc.)
• Product damaged by misuse, mishandling, or poor maintenance
• Product purchased during a sale or any promotion (unless defective)
• Personalized products (unless there is a major issue such as receiving a damaged or wrong item)
• Incorrect Address or Unclaimed Packages:
  • Orders sent to incorrect, incomplete, or outdated addresses
  • Packages returned due to being unclaimed at the post office

 

E. HOW TO REQUEST SUPPORTHOW TO REQUEST SUPPORT

We're here to help. If you believe there's an issue with your order, please follow the steps below:

STEP 1: Contact us at support@catholight.com

STEP 2: Include the following information in your email:

• Order number
• Photos/ videos of the items you received
• The label package
• A detailed explanation for your replacement/refund request

STEP 3: Our support team will review the submited photos/videos of the defective item, and if your item meets the requirements, we will proceed as follows:

• Replacement: We’ll reship your item at no cost
• Refund: We’ll issue the refund to your original payment method (allow 2–5 business days)
• Store credit: You’ll receive a code for future use

We hope these terms are clear enough to help you shop with peace of mind, and allow us to take the best care of you when needed.

If you ever have questions or run into an issue, just reach out to us at support@catholight.com. We’re always here to listen and assist!