Cancellation & Refund Policy

At KAT, we strive to ensure your total satisfaction with every purchase. This policy outlines your rights and our obligations regarding order cancellations, product returns, and refunds.

1. Order Cancellation

A. By the Buyer:

  • You may cancel your order free of charge at any time before the product has been shipped from our warehouse or by the seller.

  • If the order is cancelled after it has been shipped, original shipping charges may apply and will be deducted from your refund.

  • To cancel an order, please go to “My Account” > “My Orders” and select cancel, or contact our customer support immediately.

B. By KAT.ae: We reserve the right to cancel an order for various reasons, including:

  • Product unavailability (out of stock).

  • Pricing errors on the Site.

  • Suspicion of fraudulent activity or account abuse.

  • Inability of the shipping carrier to deliver to the provided address after multiple attempts.

  • In the event of a cancellation by us, a full refund will be issued to the buyer.

2. Return Policy

Buyers are entitled to request a return within 15 days from the date of delivery, subject to the following conditions:

A. Return Conditions:

  • The product must be in its original packaging (brand box) with all original tags and labels attached.

  • The product must be unused, unwashed, and undamaged in any way.

  • For electronics, the “original seal” of the device must not have been broken.

B. Non-Returnable Items: For health, hygiene, and legal reasons, the following items cannot be returned (unless defective):

  • Underwear, swimwear, and socks.

  • Personal care products, perfumes, and cosmetics.

  • Products that have been consumed or used.

  • Software, video games, and activated gift cards.

3. Refund Policy

Once we receive and inspect the returned item at our warehouse, we will notify you of the status. If approved, the refund will be processed as follows:

  • Credit / Debit Cards: The amount will be refunded to the original card used during purchase. Please note that it may take 7 to 14 business days for the amount to appear in your account, depending on your bank’s policy.

  • Cash on Delivery (COD): The amount will be credited to your “KAT Wallet” (Site credit) for future purchases, or via bank transfer (subject to administrative fees).

  • Shipping Fees: Original shipping fees and “Cash on Delivery” charges are non-refundable unless the return is due to an error by the Site or a manufacturing defect.

4. Defective or Incorrect Products

If you receive a product that is damaged, defective, or not as described on the Site:

  • Please report the issue within 48 hours of delivery.

  • In such cases, KAT will cover all shipping and return costs, and you will receive a full refund or a replacement.

5. International Purchases (Global)

  • As stated in our Terms of Use, import duties, customs taxes, and clearance fees paid to customs authorities upon the product’s entry into your country are non-refundable in cases of “change of mind” returns.

6. Contact Us

For any questions regarding cancellations or refunds, please reach out to us:

  • Email: support@kat.ae

  • Help Center: Via the “Contact Us” section on the Site.