Return & Refund Policy

At KATOOL / M&E, we pride ourselves on delivering quality equipment and outstanding support. If you are not satisfied with your purchase, our limited return and exchange policy allows you to return defective or incorrect merchandise for a full or partial credit.

⚠ Important: For damages or shortages discovered at delivery, please refer to our Shipping Policy for procedures.

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Order Cancellations

• Orders not yet shipped may be canceled, subject to a 5% cancellation fee. This is to cover the credit card processing fees charged by Shopify.

• If an order has already shipped, our return policy will apply.

• Deposits for special-order/non-stock items are non-refundable.

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Returns

• All returns must be pre-authorized. Contact our service team for return instructions.

• Returns for reasons other than defect or warranty are subject to a 20% restocking fee.

• Returns are accepted within 30 days of purchase.

• Returned items must be:

  • In like-new condition

  • Uninstalled and in original packaging with all manuals and accessories

• Customer is responsible for round-trip freight costs. Freight charges may be deducted from the refund.

• At our discretion, additional fees may apply if the product is opened, damaged, incomplete, or missing packaging.

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Items Not Eligible for Returns, Credits, or Exchanges

• Items outside the 30-day return window

• Used, installed, or not in original packaging

• Items damaged by misuse, incorrect installation, or environmental exposure

• Consumables, wear items, or custom/special orders

• Incomplete, defaced, or mismatched serial-number products

• Items without original receipt, invoice, or sales order

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How to Return Products

1. Contact your sales or vendor representative or email [e-mail] within the 30-day window.

2. Provide:

   • Order number

   • Product name

   • Reason for return

3. Our service team will respond within 24 hours with instructions.

   • You may book your own shipment (with tracking/PRO number provided to us), or we can arrange return freight for you.

4. Once the product is received and inspected, your refund, exchange, or credit will be processed within 7 business days.

⚠ Unauthorized returns will not be accepted.

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Warranty

Our limited warranty applies only to the original purchaser and is not transferable. Please see the full Warranty Policy for details.

  Buyer agrees to pay all costs, expenses, and attorney’s fees incurred by KATOOL in collecting sums due or in regaining possession of said equipment or in enforcing or recovering any damages, losses, or claims, against Buyer.