Refund policy
At KATERNOVA, we want every customer to feel confident when placing an order with us. If your purchase is not quite right, our return and refund policy explains the options available to you and how to request assistance.
30-Day Return Policy
We offer a 30-day return period, meaning you have 30 days from the date you receive your order to request a return.
To be eligible for a return, the item must:
- Be in the same condition in which it was received
- Be unworn and unused
- Have all original tags attached, where applicable
- Be returned in its original packaging, where reasonably possible
- Include the receipt, order confirmation, or other proof of purchase
Items that show signs of wear, use, washing, alteration, damage caused after delivery, or improper handling may not qualify for a return.
How to Request a Return
Before sending any item back, you must first contact our customer service team at:
Email: katernova@outlook.it
Please include your order number, the item you wish to return, and the reason for your request. Providing photographs may help us process requests involving damaged, defective, or incorrect products more quickly.
If your return request is accepted, we will provide you with the return instructions, including information on where and how the item should be sent.
Please do not send a return to our business/contact address unless we specifically instruct you to do so. The appropriate return destination will be provided after your return request has been reviewed and accepted.
Items returned without first contacting us and receiving return instructions may not be accepted or processed.
For any questions regarding a return, please contact katernova@outlook.it.
Damaged, Defective or Incorrect Items
Please inspect your order as soon as possible after delivery.
If your item arrives damaged, defective, or different from what you ordered, contact us as soon as possible at katernova@outlook.it.
When contacting us, please provide your order details and, where possible, clear photographs showing the issue.
Our team will review the information provided and determine the appropriate solution based on the circumstances, which may include a replacement, refund, or other appropriate remedy in accordance with applicable consumer protection laws.
Exceptions & Non-Returnable Items
Certain products may not be eligible for return due to their nature, hygiene requirements, safety considerations, or because they were specifically produced for the customer.
Non-returnable items may include:
- Personalised or custom-made products
- Special-order products
- Perishable goods, such as food, flowers, or plants
- Personal care or beauty products where return is restricted for hygiene reasons
- Hazardous materials
- Flammable liquids or gases
- Gift cards, where permitted by applicable law
Please contact us before returning an item if you are uncertain whether your product is eligible.
Any statutory rights you may have under applicable consumer protection legislation remain unaffected.
Sale Items
Certain final-sale items may not be eligible for voluntary returns where this is clearly indicated at the time of purchase.
However, this does not limit any mandatory consumer rights that apply to defective, damaged, incorrectly supplied, or otherwise non-conforming products.
Exchanges
If you would like a different product, size, or variation, the quickest method is generally to request a return for the original item.
Once the return has been accepted, you may place a new and separate order for the replacement item you would like.
This allows the new product to be processed without waiting for the complete return and refund process to finish.
European Union – 14-Day Right of Withdrawal
If you are a consumer purchasing goods covered by European Union distance-selling rules, you generally have a statutory right to withdraw from the purchase within 14 days without providing a reason, subject to the exceptions provided by applicable law.
The withdrawal period generally runs for 14 days from the day on which you, or a third party designated by you other than the carrier, acquires physical possession of the goods.
To exercise this right, you must communicate your decision to withdraw within the applicable period.
Products should be returned in accordance with the return instructions provided by us. You may handle a product only to the extent reasonably necessary to establish its nature, characteristics, and functioning. You may be responsible for any diminished value resulting from handling beyond what is necessary for that purpose.
The statutory 14-day right of withdrawal is separate from our voluntary 30-day return policy and is subject to the exclusions and conditions established by applicable law.
Return Shipping
Return shipping arrangements will be communicated to you when your return request is reviewed.
Where the return concerns an item that was incorrect, damaged, defective, or otherwise non-conforming, return shipping will be handled in accordance with applicable consumer protection requirements.
For other eligible voluntary returns, any applicable return shipping conditions or costs will be communicated before the return is completed.
Do not ship an item back before receiving return instructions from us.
Refunds
Once your returned item has been received, we will inspect and process the return.
We will then notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method, generally within 10 business days after approval.
Please note that your bank, card issuer, or payment provider may require additional processing time before the refunded amount appears in your account.
The time required by your financial institution is outside our direct control.
If more than 15 business days have passed since we confirmed that your refund was approved and you still have not received it, please contact:
Refund Method
Unless otherwise agreed or required by law, approved refunds are issued using the same payment method used for the original transaction.
Where this is technically impossible, our customer service team will contact you to arrange an appropriate alternative.
Order Cancellation
If you wish to cancel an order, contact us at katernova@outlook.it as soon as possible.
We will attempt to accommodate cancellation requests where the order has not yet entered processing or shipment.
If the order has already been processed or dispatched, cancellation may no longer be possible and you may instead need to follow the applicable return procedure after receiving the order.
For customers entitled to statutory cancellation or withdrawal rights, those rights remain unaffected.
Contact Information
For questions regarding returns, exchanges, damaged products, cancellations, or refunds, please contact:
KATERNOVA
Email: katernova@outlook.it
Phone: +39 35 1439 6226
Address: Cortile Sant'Isidoro 8, 90011 Bagheria (PA), Sicily, Italy
Important: The address above is our contact/business address and should not automatically be used as a return address. Please contact us before returning any product so that we can provide the correct return instructions and destination.