Cutenapo Refund and Returns Policy

Effective Date: November 29, 2024

At Cutenapo, we strive to provide the highest quality products and ensure your satisfaction. If you are not completely satisfied with your purchase, our Refund and Returns Policy is designed to provide a simple and straightforward process for returns and refunds.

1. Return Eligibility

We accept returns under the following conditions:

  • Unopened and Unused Products: We only accept returns for products that are unopened, unused, and in their original packaging.
  • Return Window: Returns must be requested within 30 days from the date of purchase. If more than 30 days have passed since your purchase, we are unable to process a return.
  • Non-Returnable Items: Perishable food items or opened products cannot be returned due to health and safety regulations.

2. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact Us: Reach out to our customer service team by email at info@cutenapo.com or call us at (315) 896-6360. Please include your order number and a brief description of the reason for your return.
  2. Return Authorization: Once your return request is approved, we will provide you with a Return Authorization (RA) number and instructions on how to send the product back.
  3. Prepare the Return: Pack the product securely in its original packaging. Include a copy of your order confirmation or receipt and the RA number.
  4. Ship the Product: Send the product to the address we provide. Please note that customers are responsible for the return shipping fees, unless the return is due to an error on our part.

3. Refunds

Once we receive the returned product and confirm that it meets our return conditions, we will process your refund. Refunds will be issued to the original payment method used during purchase. Please allow up to 7-10 business days for the refund to be reflected in your account, depending on your bank’s processing times.

  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to an error on our part (e.g., receiving the wrong product or damaged items).
  • Partial Refunds: In cases where only part of the order is returned, we will issue a partial refund based on the value of the returned items.

4. Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us immediately at info@cutenapo.com or (315) 896-6360. We will take prompt action to resolve the issue, either by:

  • Sending you a replacement product
  • Issuing a full refund

Please provide clear photos of the damaged product or incorrect item to expedite the resolution process.

5. Exchanges

At this time, we do not offer direct exchanges for products. If you would like a different product, please return the original item for a refund and place a new order on our website.

6. How to Contact Us

If you have any questions or need assistance with your return or refund, please don’t hesitate to contact us:

7. Exceptions to the Refund and Returns Policy

Certain circumstances may affect our ability to accept returns or issue refunds, including:

  • Products that have been opened, damaged, or tampered with after delivery
  • Items not purchased directly from Cutenapo (i.e., third-party sellers)