Refund policy

Last Updated: October 23, 2026

At Katerwerks, we want customers to clearly understand how returns, refunds, exchanges, and cancellations are handled.

1. Return Window

Eligible items may generally be returned within 30 days after delivery.

Returns are accepted by mail.

2. Return Eligibility

To qualify for a voluntary return, the item should generally be:

  • Unused

  • Unworn where applicable

  • Unwashed where applicable

  • Unaltered

  • Clean

  • In substantially the same condition received

  • Returned with original tags, packaging, and accessories where applicable

  • Accompanied by the order number or proof of purchase

3. How to Start a Return

To request a return, contact:

info@katerwerks.com

Please include:

  • Your order number

  • The item you would like to return

  • The reason for the return

  • Photos or video where relevant to a product issue

We normally respond within 1–2 business days with return instructions.

Please do not send returns to our business address unless we specifically instruct you to do so.

The applicable return address will be provided after your return request has been reviewed.

4. Return Shipping Costs

For voluntary returns due to change of mind, size, color, style, preference, or other reasons not caused by Katerwerks, the customer is generally responsible for the actual return shipping cost.

If an item is confirmed to be damaged, defective, incorrect, incomplete, or materially different from its description, Katerwerks will provide a prepaid return label where available or cover reasonable return shipping costs.

Katerwerks does not charge a restocking fee for eligible returns.

5. Non-Returnable Items

The following items generally cannot be returned under our voluntary return policy:

  • Used, worn, washed, altered, or damaged products

  • Personalized or customized products

  • Gift cards

  • Products clearly identified as Final Sale or Non-Returnable before purchase

These restrictions do not limit mandatory rights relating to defective, damaged, incorrect, or misdescribed goods.

6. Refunds

Once an eligible return is received, we aim to inspect it promptly.

Approved refunds will be processed to the original payment method within 5 business days after the returned item is received and approved.

Your bank or payment provider may require additional time for the refund to appear in your account.

7. Exchanges

If you would like another size, color, style, or product, contact:

info@katerwerks.com

Depending on availability, we may ask you to return the original item and place a new order.

8. European Union Customers

EU consumers may have a statutory right to withdraw from qualifying online purchases within 14 days after receiving the goods, subject to applicable exceptions.

Our voluntary 30-day return policy does not reduce mandatory statutory rights.

EU consumers may also have applicable legal guarantee rights for faulty or non-conforming goods.

9. Contact Us

Business Name: Katerwerks
Website: katerwerks.com
Email: info@katerwerks.com
Phone: +1 315-901-4446
Address: 335 Bernice St, Rochester, NY 14615, United States

Customer Support Hours:
Monday – Saturday: 9:00 AM – 5:00 PM ET
Sunday: Closed