Refund and Returns Policy

Last updated: 6 October 2026

At CataTrain, we want you to be satisfied with your purchase. This Refund and Returns Policy explains your rights and the conditions that apply to returns of CataTrain products purchased through our online store.

1. 14-day right of withdrawal

If you are a consumer located in the European Union or European Economic Area and you purchase a product from us online, you have the right to withdraw from your purchase within 14 calendar days from the date on which you, or a person designated by you, receives the product, without having to provide a reason.

To exercise your right of withdrawal, you must notify us clearly of your decision within this 14-day period by contacting:

hello@catatrain.com

Requests submitted after the 14-day withdrawal period will not be accepted unless otherwise required by applicable law.

After notifying us of your decision to withdraw, you must return the goods without undue delay and, in any event, no later than 14 days after informing us of your withdrawal. BOE

Returns must be sent to:

Calle Marqués de Viana 101, 15C, 28039, Madrid, Madrid

Please contact us before sending any product back. Returns sent without prior notification may experience delays in processing.

2. Condition of returned products

You may inspect the product only to the extent reasonably necessary to establish its nature, characteristics and functioning, in a manner comparable to how you would inspect a product in a physical shop.

Returned products should, where reasonably possible, include their original packaging, accessories, components and documentation.

You are responsible for any reduction in the value of the product resulting from handling or use beyond what is necessary to establish its nature, characteristics and functioning.

Where such use has reduced the value of the product, CataTrain reserves the right to deduct the corresponding loss in value from the refund. Depending on the condition of the returned product and the extent of its use, this reduction may be substantial and may, where the product has lost all resale value, amount to the full purchase price. This reflects the Spanish consumer-law rule on diminished value following handling beyond what is necessary to inspect the product. BOE

3. Consumable and single-use training components

Certain CataTrain products may contain replaceable, consumable or single-use training components intended to be cut, pierced, injected into, torn, deformed, marked or otherwise altered during surgical training.

You may inspect these components without using or permanently altering them.

If a consumable or single-use component has been used, pierced, cut, torn, injected into, materially deformed, contaminated or otherwise consumed beyond what is reasonably necessary to inspect the product, it cannot normally be resold as new.

In such circumstances, the value of the used component, and where applicable any additional loss in value caused to the complete product, will be deducted from the refund.

Where the use of consumable components or the condition of the returned product means that the complete product has no remaining resale value, the resulting deduction may equal the full purchase price and therefore no refund may be payable.

This provision does not limit any statutory rights you may have where the product was defective, damaged or not as described when supplied.

4. Products that cannot be returned

The statutory right of withdrawal may not apply to certain products where an exception under applicable consumer law applies, including:

• products made to the customer's specifications or clearly personalised;
• goods that deteriorate or expire rapidly;
• sealed goods that are not suitable for return for health or hygiene reasons once unsealed, where that legal exception genuinely applies; and
• other products excluded from the right of withdrawal under applicable law.

Personalised or custom-manufactured CataTrain products therefore cannot normally be returned merely because the customer has changed their mind.

EU and Spanish law expressly recognise exceptions for clearly personalised goods and, subject to the relevant conditions, certain sealed health or hygiene products. BOE

5. Damaged, defective or incorrect products

Please inspect your order as soon as you receive it.

If your product arrives damaged, defective, incomplete or different from what you ordered, contact us as soon as possible at:

hello@catatrain.com

Please include your order number and, where appropriate, photographs or other information that allows us to assess the problem.

Where a product is defective or does not conform to the order, your statutory consumer rights apply independently of the 14-day right of withdrawal. This Return Policy does not limit those rights.

Where we are responsible for the defect, damage or incorrect item, you will not be charged the necessary return costs associated with resolving the issue.

6. Return shipping costs

For returns made because you have exercised your 14-day right of withdrawal, you are responsible for the direct cost of returning the product to CataTrain, unless we expressly agree otherwise.

We recommend using a tracked shipping service and keeping proof of postage until your refund has been completed.

If the product is defective, damaged on arrival or incorrect due to an error on our part, CataTrain will bear the appropriate return costs.

EU rules allow the customer to bear the direct cost of a withdrawal return provided they were informed of this obligation beforehand. European Union

7. Exchanges

We do not operate a direct exchange service.

If you wish to purchase a different product, the simplest procedure is to exercise your right of withdrawal where applicable, return the original product and place a new order separately.

8. Refunds

Once we receive the returned product, we will inspect it and assess its condition.

We will notify you if any deduction applies because of use, damage, missing components or loss of value resulting from handling beyond what was necessary to inspect the product.

Where a refund is due, it will be made using the same payment method used for the original purchase, unless otherwise expressly agreed.

For a valid statutory withdrawal, we will reimburse the payments required by applicable law, including the cost of the least expensive standard delivery method originally offered by us. Additional delivery costs resulting from your choice of a more expensive shipping method, such as express delivery, are not refundable. BOE

We may withhold the refund until we have received the returned goods or you have provided evidence that they have been sent back, whichever occurs first. BOE

Although refunds are generally processed promptly after inspection, your bank or payment provider may require additional time before the funds appear in your account.

9. Important distinction between withdrawal and defective products

The 14-day period applies to changing your mind and exercising your statutory right of withdrawal.

It does not mean that a customer loses their legal rights after 14 days if a product is defective, does not conform to its description or otherwise falls within the statutory consumer guarantee.

Nothing in this Policy excludes or limits rights that cannot legally be excluded under Spanish or EU consumer law.

10. Contact

For any questions regarding returns, withdrawals or refunds, please contact:

CataTrain
Email: hello@catatrain.com
Return address: Calle Marqués de Viana 101, 15C, 28039, Madrid, Madrid