Refund Policy
Cancellation and Refund Policy
Last Updated: 23 September 2026
At Catit Official Brand Site, we aim to provide our customers with a smooth, reliable, and transparent shopping experience.
By placing an order through our website, you acknowledge and agree to the terms of this Cancellation and Refund Policy and the applicable Terms & Conditions.
1. No Cancellation Policy
Once an order has been successfully placed and confirmed, cancellation is not permitted.
Customers are advised to carefully review all product details, quantities, prices, delivery information, and other order information before completing their purchase.
Once an order has been submitted and payment has been successfully processed, the order cannot be cancelled at the customer's request.
This applies regardless of whether the order has already been packed, processed, or shipped.
2. No Refund Policy
Refunds are not permitted for successfully completed orders.
Customers cannot request a refund simply because they have changed their mind, no longer require the product, ordered the wrong product, or otherwise wish to cancel their purchase after the order has been confirmed.
All purchases are considered final, subject to any rights or remedies that may apply under applicable law.
3. No Return or Exchange Policy
Unless specifically agreed by Catit in writing or required under applicable law, products purchased through the website are not eligible for return or exchange.
Customers should carefully review the product information, specifications, quantity, and other relevant details before placing an order.
4. Damaged Products
Customers are encouraged to inspect their package and product immediately upon delivery.
If a product arrives visibly damaged, customers should contact us as soon as possible with the relevant order information and supporting evidence.
We may request:
- Order number
- Customer name and contact details
- Photographs of the product
- Photographs of the shipping package
- Video evidence where reasonably necessary
- Description of the damage
- Other information reasonably required to verify the issue
Any request relating to a damaged product will be reviewed on a case-by-case basis.
Submission of photographs, videos, or other evidence does not automatically guarantee a refund, replacement, return, or exchange.
5. Incorrect Product Received
If you believe that you have received a product different from the product stated in your confirmed order, please contact us as soon as possible.
We may review the order details, product information, and supporting evidence to determine whether an error occurred during order fulfilment.
Any resolution will be subject to verification and the applicable Terms & Conditions.
6. Defective Product
If a product appears to have a manufacturing defect, please contact us with your order details and information regarding the issue.
We may request photographs, videos, product details, or other supporting information to assess the reported issue.
Any resolution for a confirmed manufacturing defect will be determined according to the applicable product terms, warranty terms, Terms & Conditions, and applicable law.
Damage caused by misuse, improper handling, accidents, unauthorised modification, normal wear and tear, or failure to follow applicable product instructions may not qualify for any remedy.
7. Change of Mind
Change-of-mind requests are not accepted.
Customers cannot request cancellation, return, exchange, or refund because they:
- Changed their mind.
- No longer require the product.
- Ordered the wrong product.
- Selected the wrong quantity.
- Selected the wrong product variant.
- Found the product unsuitable after purchase.
- Purchased the product elsewhere.
- Decided not to accept delivery.
Customers are therefore advised to carefully verify their order before completing payment.
8. Incorrect Customer Information
Customers are responsible for providing accurate information when placing an order.
This includes:
- Full name
- Contact number
- Email address
- Delivery address
- City/Town
- State/Territory
- Postcode
- Country
- Product selection
- Quantity
- Other required order information
Catit will not be responsible for issues caused by incorrect or incomplete information provided by the customer.
9. Failed or Refused Delivery
If a customer refuses delivery or is unavailable to receive an order, this does not automatically constitute a cancellation or qualify the customer for a refund.
Where an order is returned to us because of an incorrect address, refusal of delivery, repeated failed delivery attempts, or other circumstances attributable to the customer, the order will remain subject to this Cancellation and Refund Policy.
Additional shipping or handling charges may apply where redelivery is possible.
10. Payment Errors and Duplicate Payments
If you believe that you have been charged incorrectly, charged more than once, or experienced a payment-related issue, please contact us with the relevant transaction information.
We may verify the transaction with the relevant payment gateway, bank, card issuer, UPI provider, or other payment service provider.
Any verified duplicate or erroneous payment will be handled according to the applicable payment provider's procedures and the circumstances of the transaction.
11. Payment Failure
If a payment fails and the order is not successfully confirmed, no order will be considered completed unless confirmation is generated by our system.
If an amount has been deducted from your account despite the order not being successfully created, please contact us with the relevant transaction details.
We may verify the payment status with the relevant payment service provider.
Any applicable reversal or refund will be handled according to the payment provider's settlement and processing procedures.
12. Promotional Orders and Coupons
Orders placed using promotional codes, coupons, discounts, cashback offers, special pricing, or other promotional benefits remain subject to this Cancellation and Refund Policy.
Promotional codes, coupons, or discounts are not guaranteed to be reissued following a payment issue, failed delivery, or other order-related circumstance unless specifically stated by Catit.
13. Products Purchased During Promotions
Products purchased during promotional campaigns, clearance events, special offers, or discounted sales may be subject to additional terms.
Any specific terms displayed with the relevant promotion will apply together with this Cancellation and Refund Policy.
14. Customer Responsibility
Customers are responsible for carefully reviewing their order before completing the purchase.
Customers should verify:
- Product name
- Product variant
- Quantity
- Price
- Delivery address
- Contact information
- Other order details
Once the order has been successfully confirmed, changes, cancellations, returns, exchanges, and refunds are not permitted except where specifically required by applicable law or expressly approved by Catit.
15. Terms & Conditions Apply
This Cancellation and Refund Policy must be read together with the Terms & Conditions of the Catit website.
In the event of any inconsistency between this policy and specific terms presented during the purchase process, the applicable order terms and Terms & Conditions may apply.
Customers are responsible for reviewing the applicable terms before completing an order.
16. Applicable Law
Nothing in this policy is intended to exclude or restrict any rights or remedies that cannot lawfully be excluded or restricted under applicable laws and regulations.
Where applicable law provides customers with mandatory rights that differ from this policy, those legal rights will continue to apply.
17. Policy Updates
Catit reserves the right to update or modify this Cancellation and Refund Policy from time to time.
Any updated version will be published on this page with a revised Last Updated date.
Customers are encouraged to review this policy before placing an order.
18. Contact Us
If you have any questions regarding this Cancellation and Refund Policy, please contact us using the official contact information provided on our website.
Website: Catit Official Brand Site
Email: contact@hagenasia.com
Phone: +603 8920 7575
Address: Lot 679, Jalan Plumbum 1, Kawasan Perindustrian Sg. Purun, 43500 Semenyih, Selangor Darul Ehsan, Malaysia.
When contacting us regarding an order, please provide your order number and registered contact information so that we can identify the order efficiently.
19. Important Notice
NO CANCELLATIONS AND REFUNDS ARE PERMITTED ONCE AN ORDER HAS BEEN SUCCESSFULLY PLACED AND CONFIRMED, EXCEPT WHERE OTHERWISE REQUIRED BY APPLICABLE LAW.
Customers are therefore requested to carefully review all product details and order information before completing their purchase.