Refund policy

Replacement, Return, Refund & Cancellation Policy

Last updated: 11 September 2026

This policy applies to all purchases made on catpillar.us. Catpillars is a brand operated by Arrmageden Private Limited (CIN: U73200JK2025PTC017826). All prices and refunds are processed in Malaysian Ringgit (MYR).

Replacement Policy (Primary Policy)

At Catpillars, we stand behind the quality of our products. We offer replacement support for items that have operational or functional issues.

If you receive a product that is:

  • Defective
  • Damaged during delivery
  • Incorrectly shipped

Please contact us within 48 hours of delivery at Support@catpillar.us with:

  • Your order number
  • A clear video showing the issue with the product

Our team will review the issue, and once verified, we will arrange a replacement as per eligibility.

Response times: We acknowledge all claims within 24–48 business hours and complete verification within 3 business days of receiving your video. Approved replacements are dispatched within 5 business days.

6-Month Warranty (If Applicable)

Selected Catpillars products are covered under a 6-month warranty, which provides replacement for functional or operational defects only. Warranty coverage is stated on the individual product page where applicable.

Warranty does not cover:

  • Physical damage
  • Accidental damage
  • Misuse or improper handling
  • Normal wear and tear

To claim warranty, customers must email a video clearly demonstrating the issue to Support@catpillar.us for verification.

Order Cancellation

Before dispatch: Orders may be cancelled free of charge at any time before the order has been dispatched. Email Support@catpillar.us with your order number as soon as possible. We process orders quickly, so cancellation cannot be guaranteed once fulfilment has begun.

After dispatch: Once an order has been dispatched, it can no longer be cancelled. Please refer to the Replacement and Return sections above.

Cancellation by us: We may cancel an order if the item is out of stock, if payment cannot be verified, or if the delivery address is incomplete or unserviceable. Where we cancel an order, you will receive a full refund to your original payment method.

Return Policy

We do not accept general returns for reasons such as:

  • Change of mind
  • Incorrect selection by the customer
  • Minor color or design variations

Returns are only considered if the product is defective, damaged, or incorrectly delivered, and approved after verification.

Items sent back without prior approval will not be accepted.

Return shipping costs: Where a return or replacement is approved because the item was defective, damaged in transit, or incorrectly shipped, Catpillars covers the cost of return shipping. Where a return is approved as a goodwill exception for any other reason, return shipping is borne by the customer.

Refund Policy

Refunds are issued only in cases where a replacement is not possible.

If a refund is approved:

  • It will be processed to the original payment method
  • Refunds are issued in Malaysian Ringgit (MYR), being the currency of the original transaction
  • Refunds are completed within 7–10 business days after approval
  • Processing time may vary depending on the payment provider or bank

We will confirm by email once a refund has been issued. If the refund has not appeared in your account 10 business days after that confirmation, please contact us and we will provide the transaction reference for you to raise with your bank.

Non-Returnable & Non-Refundable Items

The following items are not eligible for return or refund:

  • Products damaged due to misuse
  • Products returned without original packaging, except where the item was received defective or damaged
  • Gift cards

Please note: Promotional and discounted items remain fully eligible for replacement, return and refund where the item is defective, damaged in transit, or incorrectly shipped.

Exchanges

We do not offer direct exchanges. If eligible, we will provide a replacement for the same product. Where the same product is unavailable, we will offer a replacement of equivalent value or a refund.

Your Statutory Rights

Nothing in this policy limits or excludes any rights you may have under the Consumer Protection Act 1999 or other applicable consumer protection law in your country of residence. Where this policy is more restrictive than your statutory rights, your statutory rights prevail.

Questions and Disputes

If you are not satisfied with the outcome of a claim, please reply to your existing support email thread and ask for it to be escalated. We aim to resolve all escalated matters within 7 business days.

We ask that you contact us before raising a dispute or chargeback with your bank or payment provider. In most cases we can resolve the matter faster directly, and we are happy to do so.

Contact Us

For any questions regarding returns, replacements, warranty claims, cancellations or refunds, please contact us at:

Email: Support@catpillar.us Phone: +91 96222 66600 Business hours: Monday to Saturday, 10:00 to 18:00 IST

Arrmageden Private Limited 70, Lane 3, L D Colony, Rawalpora, Sanat Nagar Baghat Srinagar, Jammu & Kashmir, India CIN: U73200JK2025PTC017826