Refund policy

Return & Refund Policy

Summary

  • Return Window: 30 days from delivery.
  • Custom Items: Eligible for 30-day returns (change of mind accepted) if returned in original condition & packaging.
  • Exchanges: Not accepted.
  • Restocking Fee: None.
  • Return Shipping (Change of Mind): Customer pays return shipping.
  • Defective/Damaged/Incorrect: We will remake and reship for free (priority crafting). Return may be requested in some cases; if so, we cover return shipping.
  • Refund Processing: 5-10 business days after inspection (banks may take longer to post).

1. Cancellation Policy

We understand that circumstances may change. You may cancel your order for a full refund before the creation process begins.

  • The creation process begins once you approve the design draft.
  • Since every piece is custom-made, we cannot accept cancellations or changes once the design is approved and production has started.

2. Return Policy (30-Day Returns-Including Custom Items)

Your satisfaction is our priority! If you have any questions or concerns, please contact us at contact@cuddleandshine.com - we’re here to help.

30-Day Returns (Change of Mind — Including Custom Items)
We offer 30-day returns and refunds from the date your order is delivered - including Custom & Personalized Items.

If you decide the item isn’t for you (for example, you changed your mind), you may return it within 30 days under the conditions below:

  • Contact us first: Please email contact@cuddleandshine.com before sending anything back. We will provide the detailed return steps, packaging requirements, and confirm the return address/instructions.
  • Item condition: The item must be returned in original condition, unused, and in original packaging, securely packed to prevent transit damage.
  • Return shipping: For change-of-mind returns, you are responsible for return shipping costs. We recommend using a tracked shipping service, as you remain responsible for the item until it reaches us.
  • Refunds: After we receive and inspect your return, we will issue a full refund to your original payment method. (Original shipping fees, duties, and taxes are non-refundable where applicable.)

3. Damaged, Defective, or Incorrect Items (Free Remake & Reship)

We stand behind our work. If your order arrives damaged, defective, or clearly differs from the design draft you approved, we will make it right by providing a free remake and reshipment (priority crafting).

  • How to report: Please contact contact@cuddleandshine.com as soon as possible after delivery. For shipping damage claims, contacting us within 48 hours is strongly recommended to help with carrier documentation/claims.
  • Required proof: Please include your order number and clear photos of the item, and the packaging.
  • Resolution: We will offer a free remake and reshipment (priority crafting) or a full refund. In these cases, we will cover the return shipping costs if a return is required.

4. Refunds (If Applicable)

If a refund is approved (e.g., for a damaged item where a replacement is not desired):

  • We will process the refund to your original payment method within 5-10 business days.
  • Please note that banks may take additional time to post the funds to your account.
  • Original shipping fees (if any) are non-refundable unless the return is due to our error.

5. Lost Packages

If your tracking number shows "delivered" but you haven't received it, or if the package is stuck in transit significantly beyond the estimated date, please contact us. We will assist you in filing a claim with the carrier and, if deemed lost, we will arrange a replacement.

Contact Us & Return Address
For any questions regarding returns or cancellations, please reach out to us:
Email: contact@cuddleandshine.com
Return Address: [UNIT 712, 7/F., Kam Teem Industrial Building, 135 Connaught Road West, Sai Ying Pun, Hong Kong]