Returns without an RMA number issued by us will not be accepted. All product returns must be shipped back to us within the grace period (please see below) with proof of delivery in order for it to be valid. Some products are non-returnable please see below for non-returnable product lines.
New Product Return
- Return for refund within: 15 days
- Return for replacement within: 15 days
Refurbished or Open-Box Product Return
*Exceptions do apply. Please read the full policy for all returns details and conditions.
- Return for refund within: 10 days
- Return for replacement within: 10 days
Refunds/returns are subject to a 15 - 25% restocking fee depending on the brand and the following exceptions. Exceptions are projector lamps are subject to 25% restocking fee; Furniture products are subject to 30% restocking fee. iTouchless (25% restock fee); PureWater 2GO (20% restock fee);IWGAC (20% restock fee); Meyda (30% restock fee); Napier (25% restock fee); First Aid Only (20% restock fee); Open Air Cinema (20% restock fee); . Most items have manufacture warranty coverage. Some brands and product lines are NOT returnable, please find the list below. You may contact the manufacturer to fix any product problems or defects. All returns require an RA number and transportation charges are to be paid by the customer. Cost of shipping and return shipment is non-refundable by Katerno. If defective return is requested and is found to have no problems it will be shipped back to its owner on the buyer’s expanse. All returns must be in resellable condition. Customized items are not returnable.
If you purchased a product from Katerno.com that you wish to exchange for an alternative, you can return the item for a refund (please check with our customer service for the refund detail) and simply place a new order for the item you desire. We do not apply a refund credit towards your new purchase.
An item that was discovered to be defective upon receipt will be replaced. You must notify us within 7 days of receipt of the defective product inorder to recieve a DER (defective exchange request) to validate the replacement. After 7 days any replacement must go directly through the manafacturer under the USA Manafacturers Warranty, as per their request.
All Packages are inspected for damage before they ship from our warehouse. If your package has been damaged in transit, please contact us immediately. We must be informed of all shipping related claims within 1 business day after the date of receipt. We do not issue refunds for returns of damaged merchandise. An item that was discovered damaged upon receipt will be replaced with the same model only.
For all oversized televisions, the tv must be inspected on arrival. Please plug it in as soon as possible to complete full inspection. If your tv has been damaged in transit, please refuse delivery if the driver is still at your location. If the driver has already left, call us right away as we only have within 48 hours to start an insurance claim to replace the tv for you. After 48 hours of when you sign for your television delivery, you the customer are 100% liable for any damage to the tv.
If an item you received is defective / damaged, we will certainly replace the item with a new one, however, we do not cover or reimburse the shipping cost for returning defective merchandise back to our fulfillment center.
We will send a product replacement after the authorized return has completed our receiving/inspection process. The replacement will ship within 2 - 3 business days following our receipt of your return. Please allow additional processing time after Holidays. It is our goal to ship a replacement as quickly as possible, however, we do not send replacements before we receive and inspect the returned merchandise. To receive a replacement more quickly, you may place a new order for the same item, and we will issue a refund for the return unit, upon completion of our return process.
Order Cancellation Policy
- Orders that have already been shipped cannot be cancelled. If the customer no longer wants the product, standard return policy will be followed which may include a restocking fee. We will try our best to stop the shipment once cancellation is requested however if the shipment cannot be stopped the customer will have to follow standard return procedure.
- For products that ship directly from the manufacturer or are special ordered; The order can only be cancelled within 24 hrs of placing the order, after which the order cannot be cancelled or there will be 2% special order cancallation fee (based on order total) applied to the credit depends on the manufacture policy. For more details, please contact our customer service at 1-800-810-7460.
- Shipped items that are either refused by the customer or in the event continual delivery attempts fail, will be returned and credited for the product cost and tax, less 20% restocking fee and the shipping cost. Please allow 3 to 4 weeks for a credit to be issued. It is the customer's responsibility to make immediate and adequate arrangements with the shipping company to accept a shipment in the event of a failed delivery.
- It is the customers responsibility to make sure a correct shipping address is entered. If a package is re-routed either by the customer or by Katerno (with a request from the customer). The customer will be responsible to pay any fees incurred on the shipment. The fee is normally $15 per package per re-route. Please note it is not possible to re-route USPS packages. Katerno shall not take any responsibility for any expenses or issues caused by the customer providing an incorrect shipping address.
Certain brands may be non-returnable, this includes new and recertified products. Please call us at 1-800-810-7460 to find out if a product can be returned.
Non-Returnable Product Lines:
Television sets 37" or larger may be non-returnable. The personal hygiene items (BioBidet) may not be returned if the box has been opened. Problems with the items will have to be solved by the manufacturer warranty directly.
- Museum Replicas
- Sea Eagle
- Custom Made or Personalized Products
- We do not accept returns for cosmetics and skincare items due to health reasons
- Fragrances, can not be returned once opened
All software products are non-refundable.
For returns on defective products which require the customer to ship back the original item after the new unit is delivered; If the original unit is not shipped back to our warehouse within 2 weeks, the customer will be billed for both the original and the replacement units with the shipping charges.
Katerno.com does not offer any product warranties. However, many of the products available are covered by Manufacturers' Warranties. If a product is covered by a manufacturer's warranty, it will be stated on that product's web page. Manufacturers' warranty details are typically available at the manufacturer's website.
Products that state "This item can be returned to the product manufacturer only" must be returned directly to the product manufacturer for repair or replacement, unless otherwise required by law. For these items, the warranty policy provided by the product manufacturer explicitly requires that any returns, repairs etc. be requested and processed directly by the consumer (or "end-user") of the item.
Open box returns
Katerno.com does not honor or refund merchandise that was deemed opened or accidentally opened. This includes all new and refurbished sold products.
If you receive a shipping carton that shows obvious damage and was delivered from a recognized commercial carrier such as UPS, FedEx, etc., then refuse the shipment and contact us immediately. If upon opening a carton you discover concealed damage, contact us right away to arrange for an inspection. Email: firstname.lastname@example.org.