Refund policy

Company: KOSTORM INC
Store: Kaatw
Business Address (Office – Not Return Address): 30 N GOULD ST STE R, SHERIDAN, WY 82801, USA
Customer Support Email: info@kaatw.com

1. Return Window

You may initiate a return within 30 days of receiving your order. To qualify:

  • Items must be unused, unwashed, and in original condition.
  • Items must be returned in their original packaging.
  • You must provide your order number or proof of purchase.

Note: Handcrafted or handwoven items may display slight variations in color, pattern, or texture. These natural characteristics are signs of authentic craftsmanship and do not qualify as defects.

2. Return Shipping Costs

We cover return shipping only if:

  • The item arrived damaged or defective.
  • We sent the wrong item.

For all other returns (change of mind, color, or size preference), the customer is responsible for return shipping. We recommend using a trackable shipping service to ensure your return is received.

3. Refund Process

After we receive your returned item, our team will inspect it within 2–3 business days. We will notify you via email about your refund status.

  • Approved refunds are issued to your original payment method via our secure payment processor.
  • Refunds typically appear in your account within 5–14 business days, depending on your bank or card issuer.
  • Original shipping costs are non-refundable, unless the return is due to our error.

4. Damaged or Defective Items

If your order arrives damaged or defective, please contact us within 7 days of delivery at info@kaatw.com with:

  • Your order number
  • A brief description of the issue
  • Clear photos of the damage or defect

We will arrange a free replacement or a full refund, including shipping.

5. Non-Returnable Items

The following items cannot be returned:

  • Custom or personalized orders
  • Final sale items (marked on the product page)
  • Items that have been used, washed, or damaged by the customer
  • Gift cards

6. Exchanges

Exchanges are handled as a return and new order:

  1. Initiate a return for the original item following the steps below.
  2. Place a new order for the replacement item on our website.
  3. Receive your refund for the original item once the return is processed.

7. How to Start a Return

To start a return:

  1. Contact us at info@kaatw.com with your order number and reason for return.
  2. Wait for confirmation — we will respond within 1–2 business days with return instructions.
  3. Ship the item back in its original packaging using a trackable shipping method.
  4. Receive your refund after inspection and approval.

Important: Please do not send returns without prior contact. Unauthorized returns may not be processed.

8. International Returns

Kaatw currently ships exclusively to the United States. The standard return process applies to all orders. If an international order is arranged on a case-by-case basis, the 30-day return window still applies, but the customer is responsible for all return shipping, customs duties, and taxes, unless the item was defective or incorrect. International refunds may take longer to process.

9. Late or Missing Refunds

If you have not received your refund after the expected timeframe:

  • Check your bank account again.
  • Contact your credit card company or bank for additional processing time.
  • If the refund still has not appeared, contact us at info@kaatw.com.

10. Contact Us

Have questions about a return or refund? We’re here to help:

Kaatw Customer Care
Email: info@kaatw.com
Support Hours: Monday–Friday, 9:00 AM – 5:00 PM (ET)
We typically respond within 24 hours on business days.