Política de reembolsos y devoluciones

Catopaks.com – Grupo Cato 2009 SL
CIF: B54427950
Email: info@catopaks.com

Última actualización: 12/10/2025

1. Right of Withdrawal

Consumers may withdraw from the purchase within 14 calendar days from the date they, or a third party designated by them (other than the carrier), take physical possession of the goods.

To exercise this right, the customer must notify Catopaks.com in writing before the withdrawal period expires.

Failure to notify within this period results in loss of the statutory withdrawal right.

2. Conditions for Acceptance of Returned Goods

Returned products must:

• Be sent back within 14 calendar days from the withdrawal notification
• Be in original condition
• Include all accessories, manuals, components, and protective packaging
• Be adequately packaged to prevent transport damage

Customers are responsible for any deterioration resulting from handling beyond what is necessary to verify the nature, characteristics, and functioning of the goods.

If the product shows signs of use, installation, mixing, application, damage, missing components, or altered packaging, Catopaks.com reserves the right to apply a proportionate deduction reflecting the actual loss in value.

If the product is returned in a condition that renders it unsellable, Catopaks.com may refuse reimbursement to the extent permitted by law.

3. Products Excluded from the Right of Withdrawal

The right of withdrawal does not apply to:

• Goods made to the customer’s specifications or clearly personalized
• Sealed goods not suitable for return for health or safety reasons once unsealed
• Goods liable to deteriorate or expire rapidly
• Products that have been mixed, applied, chemically altered, or partially used
• Chemical coatings, including Coppercoat and similar products, once opened, mixed, or prepared

These exclusions apply strictly in accordance with applicable consumer legislation.

Defective products are not excluded from statutory remedies.

4. Return Shipping Costs and Risk

The customer bears the direct cost of return shipping unless the product is defective or non-conforming.

The customer assumes responsibility for the goods until they are received by Catopaks.com.

It is strongly recommended that returns be sent using a tracked and insured shipping service. Catopaks.com is not responsible for lost or damaged returns during transit.

5. Refund Conditions

Refunds will be processed:

• Using the original payment method
• Within 14 calendar days from receipt of the withdrawal notice

Catopaks.com may withhold reimbursement until:

• The goods have been received and inspected; or
• The customer provides proof of return shipment

The original standard delivery cost will be reimbursed only in cases of valid withdrawal under consumer law.

Additional delivery charges selected by the customer (express shipping, premium services, etc.) are non-refundable.

Any lawful deduction for diminished value will be clearly communicated and justified.

6. Inspection and Condition Assessment

All returned products are subject to inspection.

Catopaks.com reserves the right to:

• Document product condition upon receipt
• Assess resale value
• Apply lawful deductions where appropriate

Inspection findings are final unless demonstrably incorrect.

7. Legal Guarantee – Defective or Non-Conforming Products

Products are covered by the statutory legal guarantee under Spanish and EU law.

Customers must notify Catopaks.com of any lack of conformity within two months of becoming aware of it.

If a product is confirmed defective or non-conforming:

• Catopaks.com will offer repair or replacement as the primary remedy
• Refunds will be issued only where repair or replacement is impossible or disproportionate
• Return shipping costs will be borne by Catopaks.com

Normal wear and tear, improper use, environmental exposure, incorrect installation, surface preparation errors, or failure to follow manufacturer instructions are not considered defects.

8. Limitation of Liability

Catopaks.com is not liable for:

• Improper installation, preparation, mixing, or application
• Use contrary to technical instructions
• Third-party installation errors
• Environmental or marine conditions beyond product specifications
• Daños indirectos o consecuentes

Nothing in this section limits mandatory statutory consumer rights.

9. Return Procedure

To initiate a return:

1. Email info@catopaks.com with order number and reason for return.
2. Await return authorization and instructions.
3. Ship the product securely using a traceable carrier.
4. Upon receipt and inspection, Catopaks.com will process the refund in accordance with this policy.

Unauthorized returns may be rejected.