ABOUT KATSONWARE

Return Policy

If you are not completely satisfied with your purchase, please return the item for a refund using the following guidelines:

  • Return the item within 30 days of receipt.
  • In original packaging and in new, unused condition. Used items will not be accepted.
  • With original purchase receipt. Please keep a copy for your records.
  • Shipping charges are non-refundable.
  • Refunds are made in the form of the original tender. For credit card purchases, it may take up to 2 billing cycles for the refund credit to appear on your statement.

Note: Returns will not be accepted without prior contact or authorization from your salesperson.

SHORTAGES

Claims for shortages require a copy of the delivery receipt from the trucking company and must be signed by the driver. You must also provide the KATSONWARE customer service representative with a list of items and/or quantities you claim to be short along with a photo. The same conditions apply to damage claims.

LOST, DAMAGED AND/OR DEFECTIVE MERCHANDISE

The customer is responsible for inspecting and counting the merchandise at the time of delivery. Any physical damage or discrepancies such as crushed, opened, loose, or missing cartons must be noted on the delivery receipt.

  • Reporting Claims
    Claims for lost, damaged or defective merchandise must be reported to your KATSONWARE salesperson within 2 business days from receiving of orders. We must also receive an E-MAIL containing the list of the damaged, defective, or missing item numbers, their corresponding quantities, and a brief explanation. KATSONWARE may refer your claim to the freight company after reviewing it.
  • Claim Requirements
    All claims take approximately 2 to 3 weeks to process.

Claims should include a detailed description, a photocopy of the invoice with the item number(s) encircled and delivery receipt (DR) (all discrepancies must be noted on that receipt). If your claim is for a damaged or defective item, it is important for you to submit a picture and/or sample of the item itself. This serves not only as evidence of damage but also speeds up the claim’s resolution. All claims are determined on a case-by-case basis.