Refund policy


Inspection

All bags are carefully inspected prior to dispatch to ensure they meet our quality standards. Detailed photographs are taken before shipping to accurately document the condition of each item. Refunds will only be considered if the bag is returned in its original, unused condition and matches the documented pre-shipment state. Any signs of wear, damage, or alteration may result in the refund being declined. Returns based on a change of mind are not permitted.


Return and refund policy

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

We have a 30-day return policy.  For online purchases including items on sale, you have 14 days from receiving the item to tell us you want to return. After notifying us, you get another 14 days to return the goods for a full refund.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, new with tags, and in its original packaging. It must not appear washed or show signs of wear, such as dirt, makeup, or food stains. Original manufacturer tags and labels must still be attached. All items included in the original shipment, such as straps, dust bags, authenticity cards, or "free gifts," must be included. For certain bags or accessories, if a hygiene seal is broken or removed, the return may be denied. You’ll also need the receipt or proof of purchase.

For UK customers: To start a return, you can contact us at support@katthanna.com. You can always contact us for any return question at support@katthanna.com.

For Philippines customers: Return shipping costs are the responsibility of the customer. Return shipping will only be covered by us if the item received is defective, damaged, or incorrect.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

Exchanges
 
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.