We accept full responsibility for goods lost in transit in New Zealand prior to them being delivered to your home/business. In the unlikely event that your order doesn’t reach you within 7 working days of your dispatch confirmation email from us, please let us know. We will need to be notified within 14 working days of dispatch in order to launch an investigation with the courier company.

We cannot accept responsibility for your goods once delivery has been made. Any queries relating to the whereabouts of your goods after delivery has been made should be taken up with the courier company directly and any person(s) accepting the delivery on your behalf.

If your goods don’t reach you in perfect condition (as per the display Product Image) please notify us within 2 days of the delivery date. A photo of the damaged product is a must to determine where the fault lies. Packaging and damaged products are required for the claim process, so please hold onto these while we converse with the courier company directly.

We will not be liable for defective products not reported within 2 days of delivery.

If you inform us about the defective product within the mentioned timeframe and our investigation marked the product as defective; We will gladly issue you with a refund or arrange a replacement where possible.


If you have changed your mind about a product and it is in re-saleable condition (unopened, with undamaged packaging) you can return it within 30 days of receipt for a full refund of the purchase price (excluding shipping). Please get in touch with us to let us know if you wish to return your item(s).

Please wrap your returned product well (products that have been damaged in transit back to us are unable to be refunded) and return it to us with your order number as a reference to the company address.

Once your return has been received, a refund will be issued within 4 working days and an email confirmation will be sent. Refunds will be issued to the original form of payment. We encourage customers to use shipping methods with tracking to avoid any loss in shipping situations.


In the case of you placing an order for a product that subsequently becomes unavailable or there is a delay in delivery, we will contact you via email within 24 hours to advise you of the situation.

Occasionally, a product you order may be temporarily out of stock. In this case, we’ll contact you promptly to make arrangements to either substitute or remove the item from your order, or hold your order until the item becomes available again. We’ll refund you for any goods we can’t supply unless you agree to a substitute.

To be notified when an out-of-stock product becomes available again, please fill in your details on the product page on our website and an email notification will be sent to you when the product becomes available to purchase again.


Our address labels are automatically generated from your order information, and any error in the input of your delivery address is your responsibility. We accept no liability for the loss of parcels due to customers providing us with an incorrect delivery address.


We’re human, and sometimes we do make mistakes. If we have inadvertently sent you the wrong item(s) or something is missing from your original order, please get in touch with us immediately and we will arrange to have the correct/missing item(s) sent to you at no charge. We will also cover the cost of shipping if a return is required as a result of an error made by us (such as an incorrect item being delivered). Please contact us to arrange this.


We can cancel and refund all or part of a submitted order (including a full or part refund of the delivery charge) as long as it has not been dispatched. Please contact us as soon as possible to prevent the dispatch of your order. The purchase balance for the cancelled item(s) will be refunded to the same payment method used to place your order. If you have paid with Internet Banking please provide us with your bank account details so the funds can be transferred back into your account.

You can email us at info@katayam.co.nz or get in touch with us using the contact form; ensuring you quote your order number in any correspondence.

If you have any additional questions that have not been addressed in our Refund Policy, Please contact us via our Contact Page or send us an e-mail {email}. We will get back to you as soon as possible.