Cuddl Pets Returns & Exchanges Policy
We want you to be 100% satisfied with every Cuddl Pets product and stand firmly behind our quality commitment. If a product does not meet your expectations, or if you need to exchange for a different size or style, please feel free to contact us at any time. We will resolve your request in the most convenient and customer-friendly manner.
1. Return Policy
1.1 Eligibility
Items must be unused, unwashed, and in their original delivered condition to qualify for a return.
1.2 Return Timeframe & Resolution Options
Within 30 days of the original ship date: Eligible for a full refund to the original payment method (return shipping costs not included).
Between 31–40 days of the original ship date: Eligible for an equivalent-value store coupon (return shipping costs not included).
More than 40 days: Return requests will not be accepted.
1.3 Special Policy for Low-Value Items (≤ $50, Return-Free)
To avoid high international return shipping fees, items priced at $50 or below are not required to be sent back. We offer the following coupon-based resolutions:
Within 30 days: A 30% off store coupon (valid for 30 days) will be issued immediately, and you may keep the item.
Between 31–40 days: A 15% off store coupon (valid for 30 days) will be issued immediately, and you may keep the item.
1.4 Refund Processing & Shipping
Refund Processing: Once we receive and inspect the returned item, refunds will be processed within 5–10 business days.
Shipping Responsibility: Return shipping costs are borne by the customer for standard returns. For our error (wrong item, missing item, or damaged goods), we will provide a free return label.
Large Item Notice: Please refer to our Size Guide and confirm specifications before placing your order to minimize unnecessary returns.
2. Exchange Policy (Coupon-Driven)
To enhance your experience and reduce wait times, we use a Return + Repurchase model:
Process a return for the original item.
Place a new order for your desired size or style.
After submitting an exchange request, we will issue a Free-Shipping Exchange Coupon + 10% Off Purchase Coupon for your new order to reduce your total expense.
3. Store Coupon Terms
15% and 30% Off Coupons: Single-use only, valid for 30 days, applicable to merchandise only.
Equivalent-Value Store Credit: Valid for 30 days, may be used across multiple orders.
Free-Shipping Coupons: Valid for 30 days, applicable only to exchange-related new orders.
Note: All coupons are non-redeemable for cash and valid only on the official Cuddl Pets store.
4. How to Initiate a Return or Exchange
4.1 To process a request, please contact our customer service team:
Email: cuddlepets2025@gmail.com
Subject Line: Return/Exchange Request – Order #[Your Order Number]
Please include: Your order number, a description of the item’s condition, and relevant photos (required for damaged or wrong-item claims). We will respond within 24–48 hours.
4.2 How you will receive your refund ：
All approved refunds will be automatically processed back to your original method of payment (PayPal, Stripe, or Credit Card). Please allow 5-10 business days for the refund to appear on your statement, depending on your financial institution’s processing time.