Return & Refund Policy

1. General Return Policy

We want you to be satisfied with your purchases and bookings on Catwa. If something isn't right, we're here to help. Refund eligibility and timelines depend on the type of transaction, as detailed in the sections below.

All refund requests must be submitted within the applicable time period. Refunds are processed to the original payment method unless otherwise agreed.

2. Booking Cancellations & Refunds

Bookings for professional services (model bookings, photography sessions, salon appointments, fitness sessions, studio/location rentals, and other service bookings) are subject to the following policies:

2.1 Cancellation by the Client

• More than 48 hours before: Full refund, minus any non-refundable booking fee.
• 24–48 hours before: 50% refund of the booking amount.
• Less than 24 hours before: No refund, unless the service provider agrees otherwise.
• No-show: No refund will be issued for missed appointments without prior notice.

2.2 Cancellation by the Service Provider

• If a service provider cancels a confirmed booking, you will receive a full refund.
• The Platform may also offer a credit or discount for future bookings at the provider's discretion.

2.3 Rescheduling

Both parties may agree to reschedule a booking instead of cancelling. Rescheduled bookings do not incur cancellation fees. Rescheduling must be agreed upon at least 24 hours before the original appointment.

2.4 Provider-Specific Policies

Individual service providers may set their own cancellation and refund terms, which will be displayed on their booking page. Provider-specific policies take precedence over the default policies above, provided they are clearly communicated before booking confirmation.

3. Physical Product Returns

Physical products purchased through the Platform's marketplace (fashion magazines, costumes, accessories, styling products, and other physical goods) are subject to the following return policy:

3.1 Eligibility for Returns

• You may request a return within 14 days of receiving the item.
• Items must be in their original condition - unworn, unwashed, undamaged, and with all original tags and packaging intact.
• Proof of purchase (order confirmation or receipt) is required.

3.2 Non-Returnable Items

The following items cannot be returned or exchanged:

• Intimate apparel, swimwear, and undergarments (for hygiene reasons).
• Personalized or custom-made items.
• Items marked as "Final Sale" or "Non-Returnable" at the time of purchase.
• Items that have been worn, altered, washed, or damaged after delivery.
• Gift cards and vouchers.

3.3 Return Process

1. Contact support@catwa.lk within 14 days of receiving the item, providing your order number and reason for return.
2. We will review your request and provide return instructions within 2 business days.
3. Ship the item back to the designated return address. Return shipping costs are the buyer's responsibility unless the return is due to a defective or incorrect item.
4. Upon receipt and inspection, your refund will be processed within 7–10 business days.

3.4 Defective or Incorrect Items

If you receive a defective, damaged, or incorrect item, please contact us within 48 hours of delivery with photographs of the issue. We will arrange a replacement or full refund at no additional cost to you, including return shipping.

4. Costume & Equipment Rentals

Items available for rental (costumes, wardrobe pieces, props, accessories) are subject to the following terms:

• Rental Period: Begins from the delivery/pickup date and ends on the agreed return date. Late returns may incur additional daily charges.
• Pre-Rental Cancellation: Rentals cancelled more than 48 hours before the rental start date receive a full refund. Cancellations within 48 hours receive a 50% refund.
• Condition on Return: Rented items must be returned in the same condition as received (normal wear and tear excepted). Damage, stains, or missing pieces will incur repair or replacement charges deducted from the security deposit (if applicable).
• Lost or Unreturned Items: If a rented item is not returned, you will be charged the full replacement value of the item.
• Defective Rental Items: If a rented item has a defect upon receipt, contact us immediately for a replacement or full refund.

5. Digital Products & Courses

Digital products and services include paid courses, learning materials, digital magazines, and virtual content:

• Courses & Learning Materials: If you are unsatisfied with a course, you may request a refund within 7 days of purchase, provided you have not completed more than 25% of the course content.
• Digital Magazines & Publications: Due to the nature of digital content, refunds are generally not available once the content has been accessed or downloaded. Exceptions may be made for technical issues that prevent access.
• Subscriptions: See the Subscriptions section below.

6. Subscriptions

Recurring subscriptions (fitness programs, premium features, course bundles) are subject to the following terms:

• Free Trial: If a free trial is offered, you will not be charged until the trial period ends. Cancel before the trial ends to avoid charges.
• Monthly Subscriptions: You may cancel at any time. Cancellation takes effect at the end of the current billing period. No partial refunds are given for unused portions of the billing period.
• Annual Subscriptions: You may request a pro-rated refund within the first 30 days. After 30 days, cancellation takes effect at the end of the annual billing period with no refund.
• Auto-Renewal: Subscriptions automatically renew unless cancelled before the renewal date. We will send a reminder notification before each renewal.

7. Refund Processing

Once a refund is approved:

• Refunds are processed to the original payment method within 7–10 business days.
• Bank processing times may add an additional 3–5 business days before the refund appears in your account.
• Refunds in the form of Platform credit may be offered as an alternative and will be applied instantly.
• Shipping costs are non-refundable unless the return is due to our error (wrong item, defect, etc.).

8. Exchanges

We offer exchanges for physical products subject to availability:

• Exchange requests follow the same 14-day window as returns.
• If the desired item is a different price, the difference will be charged or refunded accordingly.
• Items must meet the same condition requirements as returns.
• If the exchange item is unavailable, a full refund will be issued instead.

9. Refund Disputes

If your refund request is denied and you believe this is unfair, you may:

1. Reply to the denial email with additional information or evidence.
2. Request a review by our support team at support@catwa.lk.
3. We will review disputes within 5 business days and provide a final decision.

For further dispute resolution options, please refer to our Terms and Conditions.

10. Exceptions & Special Circumstances

The following situations may warrant exceptions to the standard policies:

• Natural Disasters / Force Majeure: If services cannot be delivered due to events beyond reasonable control, full refunds or credits will be issued.
• Platform Errors: If a technical error results in an incorrect charge, overcharge, or duplicate payment, we will correct the error and issue a refund promptly.
• Promotional Purchases: Items purchased during promotional events or with discount codes are still eligible for returns, but the refund amount will be the discounted price paid.

11. Contact Us

For return or refund inquiries, please contact us:

• Email: support@catwa.lk
• Website: https://catwa.lk

Please include your order number, account email, and a description of the issue for faster resolution.