RECEIVED INCORRECT PRODUCT PRODUCT?
If you are missing an item in your order please contact us within 14 days so that the item can be mailed to you in a timely manner. If we fail to send a product using your approved photo you may return the item to us in its original condition within 14 days of receipt. We do not allow returns on our custom bears for any other reason since we cannot modify or resell a product with your personal contents.
Only items purchased directly from CuddleBuddy’s online store will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.
Returned items must be in original packaging, including any accessories, manuals, and documentation.
Non-returnable items include items purchased through retailers and damaged products through customer mishandling.
Returns made without a receipt may be refused. CuddleBuddys reserves the right to deny any return.
In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.
To start the return process, please contact us at [email protected] Please include the following information:
- Order number
- Proof of purchase
- Video or photo of the faulty product (if applicable)
- Complete delivery address
- Contact telephone number
DID YOU RECEIVE A FAULTY PRODUCT?
All of our products are covered by a 30 day warranty from the date of receipt (some products are covered longer during the holiday seasons) – If you have a faulty product, please send a video [email protected] to request a replacement.
Processed refunds are completed within 10 business days. Refunds will be issued based on your original form of payment (PayPal, credit card, debit card, etc.)
For returned items, a full refund will be credited for defective products.
CANCELLING OR AMENDING ORDERS
In order to maintain a quick turnaround on order processing and shipping, once an order is placed, it cannot be cancelled or amended. If you’ve ordered one of our custom products your order cannot be cancelled or amended after you confirm the photo placement.
Any unwanted items after your order has been placed must be returned for a refund (please see the “Refunds” section above). Please note that the cost of this return has to be paid by the customer, unless the item is faulty.