Refund policy
Important
Products must be unworn, unwashed, and returned in their original packaging in good condition.
Any damage to the product or its accessories (including boxes) may void the right of withdrawal.
By returning one or more products, you acknowledge that you have read and accepted these return conditions.
1. Right of Withdrawal
In accordance with applicable regulations, you have a period of 14 days from receipt of your order to exercise your right of withdrawal, without having to provide any reason.
To initiate a return, you must use our online returns portal.
If you experience any issues with the portal, you may contact our Customer Service at:
📧 help@mycacatoes.com
⚠️ No products should be returned without prior validation through the portal or without approval from Customer Service.
Any return sent without following this procedure will not be processed.
2. Return Conditions
Products must be unopened, unused, and returned in their original condition, with the original packaging intact.
The Buyer is responsible for any depreciation in value resulting from handling beyond what is necessary to establish the nature, characteristics, and proper functioning of the product.
Returns sent cash on delivery will not be accepted.
The risks associated with the return shipment remain the responsibility of the Buyer.
3. Return Costs
Return shipping costs are the responsibility of the Buyer in the following cases:
- Exercise of the right of withdrawal
- Order error
- Voluntary exchange request
4. Unclaimed Parcels
Regardless of the shipping method, if a parcel is not collected within the timeframe indicated by the carrier, it will be returned to our logistics department.
In this case, a refund will be issued to the original payment method, minus the shipping costs.
5. Lost Parcels
In the event of a lost parcel, SAS JOKA will initiate an investigation with the carrier.
The Buyer will be required to provide the necessary information to process the claim (sworn statement, claim number, etc.).
Investigations generally take 1 to 3 weeks.
Following the investigation, a refund or reshipment will be offered depending on the carrier’s conclusion.
6. Delivery Issues
Any issue (damaged parcel, broken product, missing item, etc.) must be reported within 3 days of delivery.
To do so, please contact our Customer Service:
📧 help@mycacatoes.com
To facilitate the processing of your request, it is strongly recommended to:
- Note any reservations upon delivery
- Take photos of the parcel (labels visible) and the products
- Keep all packaging elements
Customer Service may request any additional information necessary to handle the claim.
7. Coverage
In the event of a confirmed issue attributable to the carrier or SAS JOKA:
- Return and reshipping costs will be covered
- An appropriate solution will be offered: replacement, refund, or store credit
SAS JOKA is committed to handling each request with care and providing a fast and appropriate solution for every situation.
