At Kato Stationery, we always strive to bring absolute satisfaction to customers through high-quality products and dedicated service. However, if you are not satisfied with the purchased product, we are willing to support returns under the following conditions and regulations:
1. Conditions for returns
Customers can request to return products in the following cases:
Manufacturer’s error: The product is damaged, missing accessories, or does not meet quality standards.
Wrong product delivery: The product does not match the order (type, color, size, quantity).
Goods damaged during transportation: The product is torn, broken, or damaged upon receipt.
Customer changes his mind: Applicable within 7 days from the date of receipt and the product has not been used, has intact labels, packaging, and full accessories.
2. Time for return and exchange
Return due to manufacturer’s defect or delivery error: Within 15 days from the date of receipt of the product.
Return according to customer’s wishes: Within 7 days from the date of receipt of the product.
3. Product conditions for return and exchange
For the return request to be accepted, the product must meet the following conditions:
The product must still have its original packaging and label, not be damaged or used.
Complete purchase invoice and accessories, accompanying gifts (if any).
Return and exchange are not applicable for promotional products, deep discounts, or products clearly marked “Not applicable for return and exchange”.
4. Return Process
To ensure a smooth return process, please follow these steps:
- Contact Kato Stationery:
Email [email protected] or call hotline +1 871 112 3244 to notify the return request.
Provide detailed information about the product, order number, and reason for return with illustrative images (if needed).
Confirm return request:
Our customer service department will confirm the request and provide detailed instructions on how to return the product.
Send the product to the warehouse:
Pack the product carefully and send it to the address:
- Kato Stationery Returns Center
- 401 Bosque Vista Dr, Albuquerque, NM 87111-8314, USA.
Kato Stationery will not be responsible for any damage to the product during the return shipping process.
Complete return:
After receiving and checking the product, we will refund or send a replacement product within 7 working days.
5. Return fee
Free return: Applicable to cases of product defects from the manufacturer or errors from Kato Stationery.
Return shipping fee: For return requests according to the customer’s wishes, the shipping cost will be paid by the customer.
6. Refund
Refund method: Refunds will be paid via the customer’s original payment method (bank transfer, credit card, e-wallet).
Refund time: Maximum 7-14 working days after the refund request is approved.
7. Cases not applicable for return
- Products that have been used or damaged due to customer error.
- Products without packaging, labels or missing accessories.
- Products in the promotion, special discount or “Not applicable for return” category.
8. Contact Support
If you have any questions about our return policy, please contact us via:
- Email: [email protected]
- Hotline: +1 871 112 3244