Returns & Exchanges

Can I return a PayPal order in-store?

Unfortunately, PayPal orders cannot be refunded in-store. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds.

If your item meets our Returns Policy, you are welcome to return to our online store and we will initiate a refund for your order.

PayPal will be in touch once they have finalised your refund and you can then transfer the funds into your bank account if you wish.

Head to our Returns Portal to start the process!

Please note that we do not offer exchanges for online orders. If you would like to exchange an item, we recommend that you place a new order online and simply return your existing item.

Did you know? PayPal refunds return shipping fees! You can check out this link for more information.

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How do I return an Afterpay purchase?

If you paid for your order via Afterpay, you are welcome to head to your nearest store and return the item in person OR you can post your item back to our online store. Take a look at our Returns Policy to find out more information.

When your refund is processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule.

If you return your order in full and receive a full refund, any paid payments will be refunded back onto the card you paid on, and any upcoming payments will be cancelled.

If you return part of your order and receive a part refund, any previous payments will be adjusted and any difference refunded back onto your card. Upcoming payments will be adjusted or cancelled depending on your situtation.

For a comprehensive breakdown of refunds with Afterpay, please see here.

Unfortunately, we are unable to facilitate exchanges, but you are welcome to repurchase on a new barcode. If you have any further enquiries regarding Afterpay, head to their website for more information.

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Can I exchange my items?

Accidentally ordered the wrong size or had a change of mind?

We offer both return and exchange options, provided your items meet our Returns Policy.

Exchanging online

If you wish to exchange online, we recommend placing a new order and returning your existing item online for a refund. Orders returned online will be issued a full refund only.

Our online return instructions will guide you through the returns process.

Exchanging in-store

Our in-store team will happily process exchanges for store purchases and online purchases made with credit card or Afterpay.

Afterpay purchases will be refunded and your new item processed on a new barcode.

Please note that PayPal purchases can only be exchanged for a different size in the exact style. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal transactions. PayPal orders must be returned online if you are not exchanging sizes in the exact style.

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How do I book a return?

Please check out our Online Returns Policy before making a return.

Online Return Instructions

Log in to your Account to book your return. If you checked out as a guest, use our Guest Returns Form.
Pop in your order number and the email address used for placing the order. Click 'Start Return'.
Complete the prompted steps to select the items for return and reason. You will receive an email with your return label.
Print the provided address label. We do recommend using a device such as a desktop computer that is connected to a printer for this step. Do not attach this label directly to the shoebox. The shoebox must be protected in a satchel or packaging. Please note that this is not a prepaid label and will require postage to be paid for at your nearest post office.
Pack your return in another carton or satchel to protect the original packaging.
Take your package to your closest post office and pay for postage.*

*Please note -We reserve the right to reject any returns that do not meet these requirements.
All online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.

Cost of Returns

You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) are your property and remain your responsibility until they reach our warehouse.

What's next?

Please allow time for your return to reach our warehouse. This time may vary depending on your location. We recommend holding onto your Australia Post return tracking number so you can track when it reaches us.

If approved, refunds are processed by our returns warehouse within 2-3 business days.

Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.

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I want to return or exchange my item but I didn't purchase from a CAT store?

We want you to be completely satisfied with our products and we're sorry to hear about your experience with our item(s).

Important to note: If your item was purchased from a third-party retailer and not directly from us (in-store or online), you will need to return to the retailer and have it assessed by them. Unfortunately, our CAT Experts are unable to assist with returns or exchanges from other retailers.

Once the place of purchase has assessed your item(s) they will be able to advise the next steps.

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How will I receive my refund?

You will be refunded according to your original payment method within 2-5 business days of your return being processed.

Debit or credit card

Your refund will reflect in your account within 2-5 business days of your return being processed.

PayPal

We will initiate your refund, and PayPal will be in touch once they have finalised your refund. You can then transfer the funds into your bank account if you wish.

Afterpay

When your refund is processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. Please see our article on Afterpay refunds for more information.

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