Refund policy
Return & Refund Policy
Last updated: 1 September 2026
By placing an order with CAT MERCH DUCTUS, operated by DUCTUS LLC, you agree to the terms below. This policy is designed to be clear and uniform for customers worldwide.
In Short
You have 14 days from delivery to request a return on eligible items. Jewelry has a shorter, stricter window of 10 days and may only be returned when it arrives damaged, defective, or incorrect, with the box unopened and the item unused.
Every return starts with our Return Request Form and a clear photo of the item.
Email your completed request to: roger@ductus-llc.com
1. General Return Window — 14 Days
You have 14 days after receiving your item to request a return.
To be eligible for a return, the item must be:
- in the same condition you received it — unworn, unused and undamaged;
- with all tags attached and in its original packaging;
- accompanied by the receipt or proof of purchase.
Requests made after 14 days cannot be accepted, except where a longer legal right applies.
2. How to Start a Return
- Complete the DUCTUS Return Request Form. [CAT_MERCH_DUCTUS_Return_Request_Form]
- Take a clear, well-lit photo of the item.
- If applicable, also photograph any damage to the item or packaging.
- Email the completed form and photo(s) to roger@ductus-llc.com, quoting your order number.
We will review your request and reply with confirmation, the correct return address, and further instructions.
Do not send any item back before your return request has been approved.
Items sent back without first requesting a return, or sent to the wrong address, cannot be accepted.
Returns must be sent to the original address the item shipped from. Our support team will provide the correct address after reviewing your request.
3. Custom & Print-on-Demand Products
Our printed and custom-made products are produced individually for each order.
For these products, we replace or refund only items that arrive:
- damaged;
- misprinted;
- defective; or
- incorrect.
Such issues must be reported within 14 days of delivery and supported with a clear photo.
Because these items are made to order, we cannot accept change-of-mind returns or returns resulting from an incorrectly ordered size, color, or style.
Please check the size chart on each product page before placing your order.
Minor natural variations of the printing process are not considered defects. These may include slight print placement or size variation, a faint new-garment odor, or pre-treatment residue.
4. Jewelry — Special Terms
Jewelry is subject to stricter return conditions because pieces generally cannot be resold once the original box has been opened.
| Condition | Jewelry Rule |
|---|---|
| Return window | 10 days from delivery |
| Accepted reason | Only if the item arrives damaged, defective, or incorrect |
| Packaging | The box must remain unopened and the item unused, in its original condition |
| Return address | The original address the item was shipped from; we provide the exact address after approval |
Jewelry Returns We Cannot Accept
- Change of mind;
- Wrong size, style or color ordered;
- Unmet expectations;
- Opened or worn pieces;
- Incorrect address provided at checkout.
To make a claim, contact us within 10 days of delivery and provide:
- your completed Return Request Form;
- a clear photo of the issue;
- the item in its original packaging;
- photos of any packaging damage, where applicable;
- your order number.
Email your request to roger@ductus-llc.com.
We aim to respond within 3 business days with your choice of a free replacement or refund. Approved resolutions are processed within 1–3 business days.
There are no exchanges for a different jewelry size, style, or color. Please place a new order for the desired item.
5. Damages & Issues
Please inspect your order as soon as it arrives.
If your item is defective, damaged, or incorrect, contact us immediately within the applicable return window and provide a clear photo so we can evaluate the issue and make it right.
6. Non-Returnable Items
Some items cannot be returned, including:
- perishable goods;
- custom or personalized products;
- special-order products;
- personal-care goods;
- hazardous materials;
- sale items;
- gift cards;
- opened or worn jewelry.
Contact us if you are unsure whether a specific item is eligible for return.
7. Refunds
Once we receive and inspect your approved return, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method or, where applicable, as store credit within 10 business days.
Your bank or card issuer may require additional time to process and display the refund.
If more than 15 business days have passed since your refund was approved, please contact us at roger@ductus-llc.com.
8. European Union — 14-Day Cooling-Off Period
If your order is shipped into the European Union, you may have a statutory right to cancel or return your order within 14 days without giving a reason.
The item must be unused, with its original tags and packaging, together with proof of purchase.
Jewelry hygiene and condition rules, as well as non-returnable item exceptions, may still apply where legally permitted.
9. Exchanges
The fastest way to get what you want is to return the eligible item and, once the return is accepted, place a separate order for the new item.
Contact Us
For all return and refund requests:
CAT MERCH DUCTUS
Operated by DUCTUS LLC
Email: roger@ductus-llc.com
Always request a return before shipping anything back.
