Return and Refund Policy
KATYSHOP.RO LTD, company number 17348937. Effective date: 4 October 2026. Version: 2.2 (4 October 2026 — intimate hygiene products and requests made out of time).
This policy forms part of our Terms and Conditions. It distinguishes between two separate entitlements: your statutory right to cancel, which the law confers upon you and which we cannot restrict, and our contractual return period, which we grant voluntarily and which runs alongside it.
1. Your statutory right to cancel
1.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel a distance contract within 14 days, without giving any reason.
1.2 The cancellation period expires 14 days after the day on which you, or a third party indicated by you other than the carrier, acquires physical possession of the goods. Where an order comprises several items delivered separately, the period runs from receipt of the last item.
1.3 This right applies equally to items purchased during a live sale and to items purchased at auction within our app. The exemption for goods bought at public auction does not apply, because you have no opportunity to attend the sale in person.
1.4 To exercise the right, inform us of your decision by a clear statement sent to [email protected] or by WhatsApp to +44 7990 059672 before the period expires. You may use the model cancellation form at clause 8, but you are not obliged to.
1.5 Upon cancellation we reimburse all payments received from you, including the standard cost of outbound delivery. Where you chose a more expensive delivery method than the least expensive standard method we offer, we reimburse only the cost of that standard method.
1.6 Reimbursement is made without undue delay and in any event within 14 days of the day on which we receive the goods back, or of the day on which you supply evidence of having sent them, whichever is the earlier. We reimburse using the same means of payment you used, unless you expressly agree otherwise. No fee arises.
1.7 You must send the goods back without undue delay and in any event within 14 days of notifying us. You bear the direct cost of returning the goods where you cancel under this clause, save where the goods are faulty, misdescribed or not as ordered, in which case we bear that cost.
1.8 You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
2. Our contractual return period
2.1 In addition to clause 1, we accept returns for 14 days from the date you receive your order, provided the item is unused, in its original condition, with its packaging and any tags intact, and accompanied by proof of purchase.
2.2 The 14-day period under this clause is granted voluntarily and does not restrict, replace or diminish your statutory right at clause 1, which is not subject to the conditions at clause 2.1. Where the two overlap, whichever is more favourable to you applies.
2.3 Where you return an item under this clause rather than under clause 1, you bear the cost of return postage, and the outbound delivery charge is not refunded.
3. Faulty, damaged or misdescribed goods
3.1 Your rights under the Consumer Rights Act 2015 are unaffected by this policy. Goods supplied must be of satisfactory quality, fit for purpose and as described.
3.2 In particular you are entitled:
(a) within 30 days of delivery, to reject the goods and obtain a full refund;
(b) after that period and within six months, to require repair or replacement, and where that is impossible or unsuccessful, to a refund which may be reduced to reflect use; and
(c) after six months, to the same remedies, though you may be required to demonstrate that the fault was present at delivery.
3.3 Second-hand items. We sell both new and second-hand goods. Where an item is second-hand, its satisfactory quality is assessed having regard to its age, its price and its description. Wear consistent with the description is not a fault. Everything else is.
3.4 Where goods are faulty, damaged in transit, or not what you ordered, we pay the return postage and you are not required to return them in their original packaging.
3.5 Please inspect your parcel upon arrival and tell us promptly if anything is wrong, so that we may resolve it and, where relevant, pursue the carrier.
4. Items which cannot be returned
4.1 The statutory right to cancel does not apply to:
(a) goods made to your specification or clearly personalised;
(b) goods liable to deteriorate or expire rapidly;
(c) sealed goods which are not suitable for return for reasons of health protection or hygiene, where the seal has been broken after delivery — this includes cosmetics, fragrances and personal care items which have been opened or tested, and intimate hygiene products which have been opened or used;
(d) sealed audio or video recordings or sealed software, where the seal has been broken; and
(e) goods which, after delivery, have become inseparably mixed with other items.
4.2 These exceptions are those set out in regulation 28 of the 2013 Regulations. They do not apply where the goods are faulty or misdescribed, in which case clause 3 governs.
4.3 Intimate hygiene products. For reasons of health protection and hygiene, an intimate hygiene product which has been opened, unsealed or used after delivery cannot be returned, exchanged or refunded, whether under clause 1 or clause 2, save where it is faulty or misdescribed, in which case clause 3 governs.
4.4 Requests made out of time. A request to cancel or to return an item which is made after the expiry of the periods stated at clauses 1 and 2 is not accepted, and no refund is given in respect of it. This does not affect the rights in respect of faulty or misdescribed goods set out at clause 3, which continue to apply for the periods there stated.
5. How to return an item
5.1 Contact us first. Write to [email protected] or send a WhatsApp message to +44 7990 059672, stating your name, your order reference and the item concerned.
5.2 We will confirm the return and give you the address and any instructions. Items sent back without first contacting us cannot be accepted, because we have no means of identifying them or attributing them to your order.
5.3 Where we bear the cost of return under clause 1.7 or clause 3.4, we will supply a prepaid label.
5.4 Returns are sent to:
KATYSHOP.RO LTD
57 Prospect Drive, Shirebrook, Mansfield NG20 8BH, England
5.5 Obtain proof of posting. Until we receive the goods, they remain your responsibility.
6. Exchanges
6.1 We do not operate a direct exchange process. Because most items are unique or held in small quantities, an item you might want in exchange may be sold before your return arrives.
6.2 The fastest course is to return the item for a refund under clause 1 or clause 2, and to purchase the item you want separately.
7. Items reserved but not yet paid for
7.1 Claiming an item during a live sale, or winning it at auction, reserves it for you but does not conclude a contract. The contract is concluded when you pay.
7.2 Accordingly, if you change your mind before paying, simply tell us — by WhatsApp or electronic mail — and we will remove the item from your basket. No charge arises and no return is necessary, because you have bought nothing.
7.3 This is not a cancellation within the meaning of clause 1, and does not consume your statutory cancellation period.
8. Model cancellation form
You may, but need not, use the following form. Complete and return it only if you wish to cancel the contract.
To: KATYSHOP.RO LTD, 57 Prospect Drive, Shirebrook, Mansfield NG20 8BH, England — [email protected]
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Ordered on / received on: ____________________
Name of consumer: ____________________
Address of consumer: ____________________
Signature of consumer (only if this form is notified on paper): ____________________
Date: ____________________
9. Complaints
9.1 If you are dissatisfied with how a return has been handled, write to [email protected]. We aim to acknowledge within two business days.
9.2 Nothing in this policy affects your statutory rights or your right to bring proceedings.
10. Contact
KATYSHOP.RO LTD
57 Prospect Drive, Shirebrook, Mansfield NG20 8BH, England
Company number 17348937
Electronic mail: [email protected]
Telephone and WhatsApp: +44 7990 059672