Refund Policy - Cathoot Malaysia

Refund Policy

Wrong Products

If Cathoot has shipped the wrong product(s), the buyer has to notify Cathoot within 24 hours of delivery of the product(s) by email to if it is determined by Cathoot the claim is valid and genuine, Cathoot will either replace the product(s) or refund the purchase price paid by the buyer. Upon returning the wrong product to us, customer must ensure that all returned items are in the original condition as its original dispatched state including its original tags. Any free gifts associated with an item must be returned together too.

Out of Stock

For Refund policy, when Cathoot discover the item purchased by the user is out of stock, we will inform you via email or sms, and you may choose another product to replace it or we will refund the product money. If you preferred the refund to your bank account, you may reply on our notification email and attached with your account details.


We may cancel a purchase order if the product is not available for any reason. We will notify you if this is the case and return any payment that you have made. We will usually refund any money received from you by the same method originally used by you to pay for the product or suggesting an option to temporary deposit the money in our e-wallet for future purchase purposes.

Cancellation by Customer (Non-Faulty Product)

If you wish to cancel your order please contact our Customer Service Team via email. No cancellation fees apply. However, once a purchase order has been processed and been dispatched, it may not be cancelled and the company reserve the right to retain the payment as the cost of processing the purchase of product. In the event that the product shipping fees cannot be determine at the point of purchase and upon notifying of the said shipping fees, you decide not to proceed with the purchase:

  1. If none payment made, we will cancel the order upon your confirmation by email;
  2. In the event you have paid the initial payment via online payment (after seeking advice from our customer service), we will refund the full payment.
  3. In the event you have paid the initial payment via online payment (without seeking advice from our customer service), we will only refund the amount that subject to a deduction of 3% which is the online payment charges.

Faulty Products

We warrant that:

  • The product will be delivered undamaged in the quantities ordered; and
  • The Product is intended to be used strictly in accordance with the TaoBao Seller latest published instructions as set out on the Site or as on the Product itself. It is your responsibility to ensure that you use the Product strictly in accordance with those instructions.
  • We try very hard to deliver Products in excellent condition. However, if you inform us that the Product is faulty, you agree to keep the Product in its current condition available for us (or our agent) to inspect within a reasonable time.
  • If we find that the product deteriorated through normal wear and tear, after delivery by us, we may at our discretion decide not to repair, replace or refund you for the Product and/or we may require you to pay all reasonable carriage costs and servicing costs at our current standard fees and costs and charge this to your credit card, or the payment details that you provided to us when you made your Order, and, to the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses as a result.
  • For further clarification, the following claims will not be consider fall under the return policy:
    1. Mistaken on spec, size and color solely by customer error or chosen wrongly
    2. Item received that not exactly same from the picture and not meet customer expectation
    3. Item damaged caused by courier
    4. The item received has a few centimeters deviation


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