Refund policy
Cuddle Cushions Exchange Policy
At Cuddle Cushions, we strive to provide our customers with exceptional products and customer service. We understand that sometimes you may need to exchange an item, so we have outlined our exchange policy below to ensure a seamless and hassle-free experience.
- Exchange Timeframe
Cuddle Cushions will accept exchanges for eligible items within 30 days of the original purchase date. Please note that the 30-day exchange period begins on the date the item is received by the customer. Items that are not eligible for exchange will not be accepted past the 30-day period.
- Eligible Items
To be eligible for exchange, the item must:
a. Be in new, unused, and undamaged condition, with all original tags and packaging.
b. Not be a custom-made or personalised product.
c. Not be part of a clearance sale or marked as a final sale item.
- Exchange Process
To initiate an exchange, please follow these steps:
a. Contact our team within the 30-day exchange period via email at info@cuddlecushions.co.za or use our online stores message feature. Provide your order number, purchase date, and reason for the exchange.
b. Our Customer Service team will provide you with instructions on how to return the item.
c. Pack the item securely in its original packaging along with a copy of the original invoice or receipt.
d. Ship the item to the address provided by our Customer Service team. Customers are responsible for return shipping costs unless the exchange is due to a Cuddle Cushions error (e.g., defective or incorrect item).
e. Once the returned item is received and inspected, we will process the exchange and ship the new item to you. Please allow up to 14 business days for processing and shipping.
- Exchange Value
Exchanges will be made for items of equal or lesser value. If the new item is of lesser value, a store credit for the difference will be issued. If the new item is of greater value, the customer will be responsible for paying the difference.
- Exceptions
We reserve the right to refuse an exchange if the item is not in its original condition, is damaged, or is missing parts or packaging. We also reserve the right to deny exchanges for items that have been purchased from unauthorized retailers or are suspected of being counterfeit.
By making a purchase with Cuddle Cushions, you agree to our Exchange Policy. If you have any questions or concerns, please do not hesitate to contact our Customer Service team.