Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your order to request a return.
To be eligible for a return, the item must be in the same condition as when received, unworn or unused, with tags (if applicable), and in its original packaging (where reasonably possible). Normal inspection to establish the nature, characteristics, and functioning of the item is allowed.
To start a return, please contact us at returns(@)camocatsurplus.com and include your order number. Items sent back without first requesting a return will not be accepted. We’ll reply with the return instructions and return address.
Unless the item is faulty or we shipped the wrong item, return shipping costs are paid by the customer. We request using a tracked shipping method, as you are responsible for the return shipment until it reaches us. If we do not receive the returned item, we cannot issue a refund.
CamoCat Surplus is not a dropshipping business. All items are stocked and shipped directly from the Netherlands. Returns must also be sent to our return address in the Netherlands, which will be provided when you contact us to initiate the return.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so we can evaluate and correct the issue.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-day cooling-off period
If your order is being shipped into the European Union, you have the statutory right to cancel or return it within 14 days, for any reason and without justification. The item must be in the same condition as when you received it, unworn or unused, with tags, and in its original packaging (where reasonably possible).
Non-EU customers
For orders shipped outside the European Union, our standard 14-day return policy applies as described above. Please note that when returning goods to us from outside the EU, the package must be clearly marked as “Returned goods – no commercial value”. Any customs duties, import VAT, or handling fees charged to us due to incorrect declaration will be deducted from your refund.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at returns(@)camocatsurplus.com.
Right to refuse or cancel orders
While we make every effort to process all orders, we reserve the right to refuse or cancel any order even after it has been confirmed. Reasons may include, but are not limited to, unavailability of stock, pricing or description errors, payment issues, suspected fraudulent or abusive activity, or where fulfilling the order would violate applicable laws or regulations. If we cancel an order, you will be notified and any payment already received will be refunded promptly in full to your original payment method. This does not affect your statutory rights under EU consumer protection law, including your 14-day right of withdrawal.