Catchfords Refund, Return & Hygiene Policy
Last Updated: [May 19, 2026]
Catchfords designs and supplies intimate recovery garments intended for personal wear. Because these products come into direct contact with the body and fall under strict hygiene and safety standards, all sales are final. This policy explains the conditions under which refunds or replacements may be considered and outlines the expectations for customers who believe they have received a defective or incorrect item.
All Sales Are Final
Due to the intimate nature of our garments and the health regulations governing products worn close to the skin, we cannot accept returns or exchanges under any circumstances once an order has been placed. Items that have been opened, handled, tried on, worn, or removed from their packaging cannot be returned or exchanged. This policy exists to protect the safety of our customers and the integrity of our products.
No Returns for Buyer’s Remorse
We do not issue refunds or exchanges for reasons such as ordering the wrong size, choosing the wrong color, changing your mind, deciding the product is no longer needed, or finding a lower price elsewhere. Because our garments are hygiene‑restricted, buyer’s remorse is not an eligible reason for a return or refund.
Size, Fit, Color and Fabric Expectations
Customers are responsible for selecting the correct size based on the sizing information provided. Dissatisfaction with fit, comfort, or personal preference does not qualify as a defect. Minor color variations may occur due to lighting, screen differences, or natural fabric characteristics; these variations are normal and not considered defects. NonFriction textiles can contain modacrylic, acrylic, nylon, polyester fibers which may present light shedding during the cutting and finishing process. This is a natural occurance for brushed synthetics. Any loose fibers can be removed with a quick shake or lint roller. Individuals with sensitivities to synthetic fibers should review materials before purchase.
Defective or Incorrect Items
If you believe your item is defective or incorrect, you must contact us within seven days of delivery at support@catchfords.com. We will review your inquiry on a case‑by‑case basis. To assess the issue, we may request photographs of the product, packaging, labels, and any visible defect. The item must be unworn, unused, unwashed, and in its original condition for us to consider a replacement.
A replacement may be issued only if the issue is confirmed to be a manufacturing defect or fulfillment error. Normal fabric variations, minor stitching irregularities that do not affect function, color differences, damage caused by opening packaging with sharp objects, or damage resulting from wear, washing, stretching, or improper care are not considered defects.
Catchfords reserves the right to determine whether an item qualifies for replacement after reviewing the evidence provided.
Shipping Fees, Duties, and Taxes
Shipping fees are non‑refundable, including the flat‑rate shipping charge or any paid shipping costs on orders that do not qualify for free shipping. For customers in the United States, all duties and import tariffs are fully covered by Catchfords, and no additional fees will be collected upon delivery. For international customers outside Canada and the United States, duties and taxes calculated at checkout remain non‑refundable and are not controlled by Catchfords. If a customer refuses delivery for any reason, or if a package is returned due to a refusal to accept the shipment, no refund will be issued.
Lost, Stolen, or Delayed Packages
Once an order has been handed to the carrier, responsibility for delivery transfers to the carrier. Catchfords is not liable for packages that are lost, stolen, delayed, misdelivered, or damaged in transit. We encourage customers to contact the carrier directly for assistance with delivery issues. Refunds are not provided for delays caused by carriers, customs, weather, or other external factors outside our control.
Hygiene and Safety Compliance
Because our garments are intimate recovery products, they are subject to strict hygiene regulations. For this reason, we cannot accept returns for inspection, cannot restock returned items, and cannot issue refunds for items that have been opened or handled. These measures ensure that every customer receives a product that has never been worn or exposed to another individual.
No Medical Guarantees
Catchfords garments are designed for comfort and support but are not medical devices. They are not intended to diagnose, treat, cure, or prevent any medical condition. Dissatisfaction related to medical outcomes or expectations does not qualify for a refund or replacement.
Final Decision Authority
Catchfords reserves the right to make the final determination on all refund, replacement, and defect claims. Decisions are based on the evidence provided and the conditions outlined in this policy.
Contact Us
If you believe your item is defective or incorrect, or if you have questions about this policy, please contact us at:
Email: support@catchfords.com
Catchfords Health Inc.