Returns & Exchanges
Your satisfaction is our priority. Learn how to manage returns, exchanges, and refunds quickly and easily.
Last updated: June 2026The process varies depending on the product type. Select the category that matches your purchase to see the specific steps.
For products such as clothing, footwear, accessories, and small electronics:
- Log into your account and go to My Orders.
- Select the order and product you wish to return or exchange.
- Choose the reason: size/model exchange, buyer's remorse return, or defective product.
- Schedule pickup: a courier will come to your address on the agreed date.
- Hand over the product in its original packaging with all accessories.
- Once received and verified at our distribution center, we process your exchange or refund within 3 to 5 business days.
Shipping cost for size or model exchanges is S/ 12.90 in Metropolitan Lima.
- Size or model exchange: Up to 15 calendar days from product receipt.
- Return for buyer's remorse: Up to 7 calendar days from delivery.
- Defective or faulty product: Up to 30 calendar days, covered by legal warranty.
Timeframes are counted from the delivery date confirmed by our logistics partner. Requests outside these periods will not be accepted.
For hygiene, safety, and applicable regulatory reasons, the following products are not eligible for returns or exchanges:
- Underwear, swimwear, and socks: For health protection.
- Personal care products: Cosmetics, creams, perfumes, and beauty items once opened.
- Food and beverages: Perishable products or those requiring cold chain.
- Software, digital licenses, and gift cards: Once delivered or activated.
- Custom or made-to-order products: Except for manufacturing defects.
- Mattresses and bedding: Once the hygienic packaging is removed.
Once your return request is approved, the refund is processed as follows:
- Same payment method: The amount is returned to the card, digital wallet, or bank account used for the purchase.
- Processing time: 5 to 15 business days, depending on your financial institution.
- Credit note: For invoiced purchases, we issue an electronic credit note.
Original shipping costs are non-refundable, except in cases of faulty products or errors attributable to Cat E-commerce.
If you received a product with manufacturing defects, you are entitled to the legal warranty. Our warranty process covers:
- Free technical diagnosis.
- Repair, exchange for an equivalent product, or full refund, as applicable.
- Shipping costs in both directions are covered by Cat E-commerce.
For full details, please review our complete Warranty Policy.
For your return or exchange request to be accepted, the product must meet the following conditions:
- Be in perfect condition, with no signs of use, washing, or alteration.
- Keep all original tags, packaging, manuals, and accessories.
- Present proof of purchase (receipt or electronic invoice).
- Not be on the list of excluded products from this policy.
Cat E-commerce reserves the right to reject requests that do not meet these conditions. In case of rejection, the product will be returned to the customer, who will bear the shipping costs.