Returns & Exchanges
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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 items.
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, we are unable to facilitate exchanges or refunds from our end for other retailer purchases.
Once the place of purchase has assessed your item(s) they will be able to advise the next steps!
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Can I return or exchange my items?
We want you to be 100% happy with your items, so if you change your mind we'll happily accept a return within 60 days of purchase. Double-check that your items meet our Returns Policy.
Important to note! We do not offer exchanges for online orders. You'll automatically be issued a refund for any returned items. If you would like to exchange an item, we recommend placing a new order online and return your existing item.To be accepted, your item must meet three main requirements. Your item must be:
- returned within 30 days of purchase (with proof of purchase available if requested)
- unworn, unwashed and undamaged with original tags attached
- in original packaging and condition. Items cannot be sent back with their packaging exposed, taped up or otherwise damaged.
Please follow the instructions here on how to organise your return.
I purchased my item more than 60 days ago - can I still return or exchange?
Unfortunately, CAT can only accept change of mind returns and exchanges within 30 days of purchasing. If your item falls outside of this time frame we will not be able to facilitate a change of mind return or exchange.
I purchased an item from a CAT store - how do I return or exchange?
If you made a purchase in a store, you must return your item to a store location. We are unable to accept in-store returns to our online warehouse.
Our CAT store is currently based in Werribee, Victoria.
We will be happy to provide you with an exchange, store credit or refund provided that the items are in their original condition, with tags attached, in their original packaging and proof of purchase.
I want to exchange or return an item, however, I purchased it from somewhere else?
We want you to be completely satisfied with our products and we're sorry to hear that your purchase doesn't meet your needs.
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, we are unable to facilitate exchanges or refunds from our end for purchases made with other retailers.
Once the place of purchase has assessed your item(s) they will be able to advise the next steps!
Can I return a CAT shoe I purchased overseas?
Purchases made online from overseas distributors, outlets or third-party websites such as eBay cannot be exchanged, replaced or returned by CAT Australia; we advise you to contact the place of purchase for any warranty claims. We do not accept incorrect sizing exchanges or change-of-mind returns for overseas purchases.
Having difficulties? Get in touch with the Customer Experience team below and we’ll be able to assist you.
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How do I book a return?
You can return items purchased online to our online store or to us in-store, just be sure to meet the conditions below. Please note that you are responsible for the costs of returning any item(s) to our online store. If you would like to avoid return postage fees, you are welcome to visit one of our stores and return/exchange your shoes in person. Please note that we are unable to facilitate PayPal returns in-store.
Items purchases instore will need to be returned instore.
Please note that all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.
3 simple conditions for a successful return:
- Item(s) were purchased in the last 60 days and proof of purchase can be provided.
- Item(s) must be unworn & undamaged with original tags attached.
- Items are in their original packaging (shoebox) and in original condition.
How to return your item(s) online
1. Ensure you meet our simple conditions for successful returns. You can check out our Returns Policy.
2. Log in to My Account to book your return. If you checked out as a guest, use our Guest Returns Form here.
3. Pop in your order number and the email address used for placing the order. Click 'Start Return'.
4. Complete the prompted steps to select the items for return and reason.
5. Print the provided shipping label and attach it to the package. We do recommend using a device such as a desktop computer that is connected to a printer for this step.
6. Items are in their original condition and original shoebox or packaging (please note: packaging must not be damaged or marked).
7. Pack your return in another carton or satchel to protect the original packaging.
8. Take your package to your closest post office and pay for postage.
READ FULL ARTICLEWhat's next?
Please allow time for your return to reach our warehouse. This time may vary depending on your location.
If approved, refunds are carried out within 2-5 days of receiving the return and you will be notified via email.
Once processed, it can take anywhere between 2-5 business days for the payment to show up, depending on your financial institution.
I purchased online with Paypal - how do I return?
If you made a purchase via PayPal, please note that we cannot accept returns to any of our stores.
You are welcome to return your item to our online store and we will refund your order in accordance with your original payment method.
PayPal will be in touch once they have finalised your refund and you will need then need to transfer the funds into your bank account if you wish.
Head to our Returns Portal and sign in to begin 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 offers refunds on return shipping fees. Check out this link for more information.
Any issues? Reach out to our Customer Experience team below.
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I’ve returned my item(s). When will I receive my refund?
Once you have dropped your parcel off at the Post Office, please allow some time for your item to reach our warehouse. Please hold onto your Australia Post return tracking number so you can track your order and see when it reaches us.
When your return arrives, it will be processed by our returns warehouse within 2-5 business days. Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.*
Any questions? Please get in touch with our Customer Experience team below.
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