Refund policy

Order Cancellation

To ensure intentional shopping, order cancellation requests are not guaranteed.

Phantom Cat is sustained by a small, thriving women-led studio of independent local artisans, and we do not encourage impulse purchases. Every piece is made and packed against a confirmed order, and last-minute cancellations directly impact our team.

Order cancellation requests may be submitted within 24 hours by contacting us via email at help@phantomcat.shop.

Order cancellations are eligible for store credit only. Refunds to the original payment method are not offered to maintain fairness and efficiency.

Orders cannot be cancelled once they have finished processing for dispatch.

Return & Exchange

We offer a 7-day return and exchange policy. By placing an order with Phantom Cat, you agree to the terms below.

Filing a Claim

To file a claim, kindly write to us at help@phantomcat.shop within 7 days of receipt of your order.

An unboxing video is mandatory for any missing-item claims and must show the sealed parcel being opened in one continuous shot.

Exchange Eligibility

Exchanges are not offered for personal preference or subjective expectations regarding the aesthetic or quality of received items. Exchanges are offered only in instances of actual errors in packing or fulfilment of orders, such as missing items or incorrect items.

Approved Claims

For approved claims, a reverse pickup will be arranged within 1–2 working days, subject to courier performance. A replacement will be dispatched within 48 working hours of the returned parcel being received and verified as eligible.

Note: Refunds will be issued only where, due to exceptional circumstances, a replacement cannot be dispatched. Freight charges are non-refundable.

Customers with repeated incidents of failure to accept orders may have their accounts flagged, and Phantom Cat reserves the right to decline future orders.

Customers engaging in disorderly, unreasonable, or abusive conduct, or making repeated fraudulent claims, may be blacklisted without prior warning. Phantom Cat reserves the right to cease all communication with such individuals going forward.