1) Eligibility
- Items must be in original condition, unused, and with complete packaging when applicable.
- Report issues (wrong item, damaged on arrival, missing parts) within 48 hours of delivery.
- Consumable or personal items may not be returnable for hygiene reasons unless defective on arrival.
2) How to request
- Contact us via email or phone with your order details, photos (if damaged), and a brief description.
- We will review within one business day and share next steps (return label, pickup schedule, or replacement plan).
- Keep the item securely packed until pickup or drop-off is arranged.
3) Refund options
- Replacement: For incorrect or damaged items, subject to stock availability.
- Store credit: Issued when replacement is not available or preferred.
- Original payment method: If applicable and approved after inspection.
4) Timelines
- Initial review: typically within 1 business day after you reach out.
- Inspection and approval: usually 3–5 business days after we receive the item.
- Refund processing: bank or e-wallet timelines may vary (often 3–7 business days after approval).
5) Costs
- If the error is on our side (wrong item, defective on arrival), return shipping is covered by us.
- For change-of-mind requests (where allowed), you may shoulder return shipping and minimal handling.
6) Items typically not eligible
- Used items or those without original packaging, unless a defect was confirmed on arrival.
- Personal care items opened or tried, unless defective on arrival.
- Made-to-order or customized items, unless incorrect or damaged on arrival.
7) Our commitment
We want every customer to feel supported. If something is off with your order, let us know immediately so we can make it right in the most straightforward way possible.
8) Contact us
For refund or return requests, please provide your order reference and clear photos if applicable:
- Email: info@catherellemystichaven.life
- Phone: +63 961 296 1205
- Address: 146 Marulas A, Barangay 36, City of Caloocan, NCR 1400, Philippines