Exchange & Returns Policy

Effective date: 26 Sep 2026

This policy applies only to orders placed directly on katetu.com.my and delivered within Malaysia. If you need help with an order, please contact KATETU customer service before sending any item back.

Purchases Made Through Other Channels

Purchases made at KATETU Flagship Stores, Shopee, Lazada, TikTok Shop, department stores, authorised retailers, or any other sales channel are not covered by this website policy.

Please contact the original store or sales channel where you made your purchase to request assistance. Exchange and return arrangements may differ by channel. Requests for purchases made elsewhere cannot be processed through katetu.com.my.

Size or Style Exchanges

If the size is not suitable or you would prefer another style, you may request an exchange within 14 days of receiving your order.

Eligible items may be exchanged once per order, subject to stock availability and the conditions below. We do not offer refunds for a change of mind, an incorrect size selection, or a preference for another style.

You may choose another available pair of shoes:

• Same price: No additional payment is required.
• Higher price: You will need to pay the price difference before we process the exchange.
• Lower price: The price difference will not be refunded or issued as store credit.

For this comparison, the original item’s price is the actual amount paid for that item after discounts. The replacement item’s price is its selling price when we confirm the exchange. Our team will confirm any amount payable before you send the item back.

Conditions for Voluntary Exchanges

The original shoes must be unworn, clean, and in good condition, including the insoles and outsoles. Please include the original price label and packaging where available. We will inspect the returned item before confirming the exchange.

For hygiene reasons, socks and undergarments are not eligible for voluntary exchange.

Postage for Voluntary Exchanges

The customer is responsible for the postage cost of sending the original item back to us. For an approved exchange, KATETU will cover the postage cost of sending the replacement item to the customer once within Malaysia.

Damaged, Incorrect or Other Product Issues

If an item arrives damaged, is different from what you ordered, or appears to have a product issue, please contact KATETU customer service with your order details and clear photos. Please do not send the item back before speaking with us.

We will review the issue and discuss an appropriate solution with you. These requests are handled separately from voluntary size or style exchanges. The voluntary exchange limits, price difference rules, and customer-paid return postage stated above do not automatically apply to product issues.

How to Request an Exchange or Report an Issue

Please contact us through our official WhatsApp or Facebook Messenger channel. Include your website order number, the item purchased, and the size or style you would like instead. For a product issue, please also provide clear photos showing the concern.

Our team will check eligibility and availability, confirm any price difference or postage arrangements, and provide return instructions where needed. Please wait for our instructions before sending an item back.

Policy Updates

This policy applies to website orders placed on or after the effective date above. Website orders placed before that date will be handled according to the policy that applied when the order was placed.