Refund Policy

Last updated: May 2026

At KatSpy™, your satisfaction is our priority. We want you to love your purchase. If for any reason you are not satisfied, we offer a straightforward return and refund process.

1. Return Window

You have 30 days from the date of delivery to request a return or exchange. After 30 days, we are unable to offer a refund or exchange, unless otherwise required by applicable law (including the Quebec Consumer Protection Act).

2. Conditions for Return

To be eligible for a return, your item must meet the following conditions:

  • The item must be in its original, unused condition
  • The item must be in its original packaging
  • You must provide proof of purchase (order number or confirmation email)
  • The item must not have been damaged due to misuse, unauthorized modifications, or accidents

Non-returnable items: Items that have been used, opened memory cards (if applicable), or items marked as final sale are not eligible for return.

3. How to Initiate a Return

To start a return, please follow these steps:

  1. Email us at support@katspy.com with the subject line: "Return Request — Order #[your order number]"
  2. Include your full name, order number, reason for return, and photos if the item is damaged
  3. We will respond within 1–3 business days with return instructions
  4. Ship the item back using the instructions provided. Do not return items without contacting us first.

4. Return Shipping Costs

Defective or incorrect items: If your item arrived defective, damaged, or is not what you ordered, we will cover the full cost of return shipping and send you a replacement or full refund at no additional cost.

Change of mind returns: If you are returning an item due to a change of mind or personal preference, return shipping costs are the responsibility of the customer.

5. Refunds

Once your returned item is received and inspected, we will notify you by email of the approval or rejection of your refund.

  • Approved refunds will be processed within 5–10 business days
  • Refunds are issued to the original payment method used at checkout
  • Processing time may vary depending on your bank or payment provider
  • Shipping costs (if applicable) are non-refundable, except in cases of defective or incorrect items

6. Exchanges

If you received a defective item and would prefer an exchange rather than a refund, please indicate this in your return request email. We will ship a replacement item once we receive and inspect your return, subject to product availability.

7. Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 14 days of delivery at support@katspy.com. Please include:

  • Your order number
  • A description of the defect or damage
  • Clear photos of the damaged item and packaging

We will arrange a replacement or full refund at no cost to you.

8. Lost Packages

If your order has not arrived within the estimated delivery window, please contact us at support@katspy.com. We will investigate with the carrier and, if the package is confirmed lost, we will issue a replacement or full refund.

9. Quebec Consumer Rights

If you are a resident of Quebec, you benefit from additional protections under the Consumer Protection Act (Loi sur la protection du consommateur). In the event of a conflict between this policy and your statutory rights under Quebec law, your statutory rights prevail. Specifically:

  • You have the right to cancel a distance contract within 10 days of receiving the contract, without penalty or justification, under Article 59 of the Consumer Protection Act
  • In cases of defective goods, you have the right to a repair, replacement, or refund as provided under the Consumer Protection Act

10. Canadian Consumer Rights

If you are a resident of Canada outside Quebec, your rights under the federal Competition Act and applicable provincial consumer protection legislation apply.

11. U.S. Consumer Rights

If you are a resident of the United States, applicable federal and state consumer protection laws apply to your purchase. Nothing in this policy waives any non-waivable rights you may have under such laws.

12. Contact Us

For any return or refund inquiries, please contact us:

KatSpy™
Email: support@katspy.com
Website: katspy.com
Response time: within 24–48 business hours