Effective: October 9, 2026
Last updated: October 9, 2026
Kato Creations ("we," "us," "our") sells lifestyle and gift products to customers in the United States through katocreations.com. Nothing in this policy limits any right you have under the consumer protection laws of your state or country.
1. Return window
You may return an item for any reason within 30 days of delivery. The return window starts on the date the carrier records delivery at the address supplied with the order.
2. Eligibility and condition requirements
To be eligible for a change-of-mind return, an item must be:
- Unused and in its original condition;
- In its original packaging, complete with all parts, accessories and labels;
- Accompanied by proof of purchase (your order number or order confirmation).
These conditions apply to change-of-mind returns only. They do not apply to items that arrived damaged, faulty or incorrect (see Section 7).
3. How to start a return
- 1. Email designs@katocreations.com with your order number, the item(s) you wish to return, and the reason for the return. For damaged, faulty or incorrect items, include clear photos of the item, the problem and the packaging.
- 2. We will review your request and confirm whether the item is eligible.
- 3. Once approved, we will email you the return address and return instructions. Please do not send anything back before you receive our instructions.
Items sent back without instructions may be delayed or may not reach us. Please always email us before shipping anything back.
4. Return shipping
For change-of-mind returns, you pay the cost of return shipping. We do not charge a restocking fee.
For items that arrived damaged, faulty or incorrect, we cover the cost of return shipping, and we may tell you that you do not need to return the item at all.
We recommend using a tracked shipping service for change-of-mind returns, because we cannot refund an item that does not reach us.
5. Refunds
Approved refunds are issued to your original payment method. After we receive your return, we inspect it within 5 business days and email you the outcome. Once the return is approved, we issue the refund within 3 business days. Your bank or card issuer may take a further 5 to 10 business days to show the refund on your statement.
For change-of-mind returns, original shipping charges and the cost of return shipping are not refunded. For damaged, faulty or incorrect items, we refund the original shipping charges as well as the item price.
6. Exchanges
We handle exchanges as a return and a new order. Return the original item under this policy and place a new order for the item you want, so your new item is not delayed while the return is in transit.
7. Damaged, faulty or incorrect items
If your item arrives damaged in transit, is faulty, or is not what you ordered (including an item that does not match the specifications in its product listing), we will give you a refund or a replacement at our cost, including any return shipping, as required by law. These rights do not depend on the 30-day return window and are in addition to any other rights you have under law.
Email designs@katocreations.com with your order number and clear photos of the item and its packaging. To help us resolve the problem quickly, please report transit damage within 7 days of delivery where possible, report faults within a reasonable time after you discover them, and keep the original packaging. Reporting later does not remove any rights you have under law.
Product photos may include digitally generated lifestyle scenes to show scale and style. Actual color, finish and size may vary slightly. A difference from a lifestyle scene is not by itself a fault, but an item that does not match its listed specifications is treated as an incorrect item.
8. Inspection
Every change-of-mind return is inspected on arrival. If an item comes back used, damaged after delivery, or missing parts or original packaging, it does not meet the conditions in Section 2. We will tell you the outcome of the inspection and the reason, and we will send the item back to you at your cost. This does not affect your rights for damaged, faulty or incorrect items.
9. Cancellations
You can cancel your order at any time before it has been dispatched by emailing designs@katocreations.com with your order number. If the order has not been dispatched, we will cancel it and refund you in full, including shipping charges, to your original payment method. Once an order has been dispatched, it cannot be canceled, but you can return it under this policy after delivery.
If we cannot ship your order within the time stated in our Shipping Policy, we will tell you and you may cancel for a full refund.
10. Fraud and abuse
We may refuse a return or refund where we reasonably believe the request is fraudulent, for example where a different item is returned from the one we shipped. Where a return is refused for this reason, we will tell you why and send the item back to you.
If you believe a charge on your statement is incorrect, please contact us at designs@katocreations.com so we can try to resolve it quickly. This does not affect your right to dispute a charge with your card issuer.
11. Questions about a return
For any return or refund question, email designs@katocreations.com. Please include your order number and a short description of the issue so we can help you quickly.
Kato Creations — Email: designs@katocreations.com. We reply within 1 business day.
(Please do not send returns anywhere unless we instruct you to.)