Refund Policy

Effective Date: 24/07/2025

Thank you for shopping with Catchola Market. We aim to provide a safe and satisfying shopping experience for every user. This Refund Policy outlines the circumstances under which refunds are granted and the steps to request one.

1. Eligibility for Refunds

A refund may be issued if:

1. The item arrives damaged or defective
2. You receive the wrong item
3. The item is significantly not as described
4. The seller fails to ship the item within the agreed time

2. Non-Refundable Situations

Refunds will not be issued in the following cases:

1. You change your mind after purchase
2. The item was correctly described but didn’t meet personal expectations
3. Items marked as “Final Sale” or non-returnable
4. Digital goods, perishable products, custom-made items, or services once delivered

3. Refund Request Process

Step 1: Contact the Seller

1. Log in to your Catchola Market account
2. Go to Orders > Request Refund
3. Describe the issue clearly and upload photos if needed
4. The seller has 3 business days to respond

Step 2: Escalate to Catchola (if unresolved)

1. If the seller does not respond or you cannot resolve the issue, you can escalate the case to Catchola Support
2. We will review the case and make a fair decision based on our policies and evidence provided

4. Refund Timeline

1. Once approved, refunds are processed within 5–7 business days
2. Refunds will be returned to your original payment method
3. In some cases, we may offer Catchola Market credit instead of a full refund

5. Return Shipping

1. If the refund involves returning the item, the buyer may be responsible for return shipping costs, unless the item was incorrect, damaged, or misrepresented
2. Sellers are expected to provide clear return instructions and shipping address

6. Seller Compliance

Sellers who repeatedly violate the refund policy or refuse valid refund requests may face penalties, including account suspension or removal from Catchola Market.

7. Questions or Support?

For assistance with refunds, contact us:

📧 support@catcholamarket.com

📱 Use the Help Center in your Catchola Market app or website

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