Exchange, Return & Refund Policy

At Katetu Malaysia, we value your satisfaction and strive to provide the best possible shopping experience. This Exchange, Return & Refund Policy applies exclusively to eligible orders shipped within Malaysia only.

Please review the terms below before requesting a return or exchange.

Returns and Exchanges

Items purchased from Katetu Flagship Stores or the official Katetu online store may be returned or exchanged in accordance with the terms stated in this policy.

Items purchased through authorised third-party retailers, stockists, department stores, consignment partners, or other sales channels must be returned or exchanged through the original place of purchase, and are subject to that retailer’s own return and exchange policy. This ensures that the retailer can process your request according to their sales records and applicable policies.

Unfortunately, Katetu Flagship Stores are unable to process returns or exchanges for purchases made through third-party retailers or consignment partners.

Returns

All items may be returned, provided that they are accompanied by the original price label.

The returned item must be in good condition, with clean insoles and soles. The item will undergo a quality inspection before any exchange or refund is processed.

Timeframe

Returns or exchanges must be initiated within 14 days from the date the item is received.

Exchanges

Exchanges are allowed only once per order.

For approved exchanges, Katetu Malaysia will provide one-time free postage for resending the replacement item to the customer.

Return Postage

Unless otherwise stated, the return postage for sending the item back to us shall be borne by the buyer.

Notification

Customers must inform our customer service team in advance before proceeding with any return or exchange request.

Please contact us through Facebook or WhatsApp before sending any item back.

Eligibility

Returns and exchanges are limited to eligible purchases made through Katetu Flagship Stores or the official Katetu online store.

Purchases made through authorised third-party retailers, stockists, department stores, consignment partners, or other sales channels must be handled by the original place of purchase.

Refunds

Refunds will be issued for the returned item only, excluding any postage fees, vouchers, discounts, or other promotional deductions applied to the original purchase.

The refund amount will reflect the actual price paid for the item after any applicable deductions.

Refunds will be issued through the original payment method, and the processing time may vary depending on the payment method and bank.

Important Notes

For hygiene reasons, certain products, such as socks or undergarments, are not eligible for return or exchange unless there is a manufacturing defect.

Katetu Malaysia reserves the right to reject any return, exchange, or refund request if the returned item does not meet the required condition stated in this policy.

We kindly ask for your cooperation in adhering to these guidelines to ensure a smooth and efficient exchange or return process.

If you have any further questions or require assistance, please contact our customer service team. We are here to assist you.

This policy is subject to change without prior notice.