Refund policy

House of Kat – Refund & Returns Policy

At House of Kat, your satisfaction is important to us. If you're not completely happy with your purchase, we're here to help. Please read our Refund & Returns Policy carefully before requesting a return.

Returns

We accept returns within 3 calendar days of you receiving your order.

To qualify for a return, your item must:

  • Be unused, unworn and unwashed.

  • Be in its original condition with all original tags and packaging attached.

  • Be free from makeup, deodorant, perfume, stains, odours, pet hair or any signs of wear.

  • Include proof of purchase or your order number.

Returns requested after the 3-day return period may not be accepted unless required under applicable South African consumer law.

Hygiene Policy

To protect the health and safety of all our customers, the following items cannot be returned or exchanged unless they are faulty or incorrectly supplied:

  • Shapewear

  • Bodysuits

  • Underwear

  • Intimate garments

  • Any item where the hygiene seal has been removed, broken or tampered with

Faulty, Damaged or Incorrect Items

If your order arrives damaged, defective or incorrect, please contact House of Kat within 3 calendar days of delivery.

Please include:

  • Your order number

  • A brief description of the issue

  • Clear photographs showing the problem

We will assess your claim and, where appropriate, provide a replacement, exchange or refund in accordance with applicable South African consumer protection legislation.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

If your refund is approved, it will be processed to your original payment method within 5–10 business days, depending on your bank or payment provider.

Shipping charges are non-refundable unless the return is due to our error or a confirmed faulty product.

Return Shipping Costs

Customers are responsible for the cost of returning approved items unless:

  • The wrong item was supplied.

  • The item is defective.

  • The return is otherwise required under applicable South African law.

For your protection, we recommend using a tracked courier service, as House of Kat cannot be responsible for returns lost or damaged during transit.

Exchanges

Exchanges are subject to stock availability. If your requested size or colour is unavailable, we may offer a refund or store credit where appropriate.

How to Request a Return

To request a return, please contact our customer support team with:

  • Your full name

  • Your order number

  • The reason for your return

If your return is approved, we will provide instructions for returning your item.

House of Kat reserves the right to refuse any return that does not meet the requirements of this policy. This policy operates alongside your rights under applicable South African consumer protection laws and does not limit any rights that cannot legally be excluded.