Refund & Returns Policy

Effective Date: June 20, 2025
At Cutenapo, customer satisfaction is our top priority. This Refund & Returns Policy outlines your rights and our procedures for returns, exchanges, and refunds in accordance with consumer protection regulations.

1. Return Eligibility

You may return items if the following conditions are met:

  • The item is unused, unwashed, and in original condition.
  • The return is requested within 14 days of delivery.
  • The item is in its original packaging with tags attached.

Items that are worn, damaged by the customer, or missing parts are not eligible for return.

2. Non-Returnable Items

We do not accept returns for the following product categories:

  • Gift cards or vouchers
  • Clearance or final sale items
  • Personalized or custom-made products
  • Opened or used hygiene-related accessories (e.g., face masks, earbuds)

3. How to Request a Return

To initiate a return, please follow these steps:

  1. Email us at contact@cutenapo.com within 14 days of receiving your item.
  2. Include your order number, product name, and the reason for the return in your email.
  3. Wait for our confirmation email with detailed return instructions.
  4. Ship the item to the provided return address. Make sure to use a trackable shipping service.

Customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong or defective item).

4. Refund Process

  • Once we receive and inspect the returned item, we will notify you via email.
  • If your return is approved, we will process the refund within 5–7 business days.
  • Refunds will be issued to the original payment method used during checkout.
  • Shipping fees are non-refundable.

5. Exchanges

If you ordered the wrong size, color, or product:

  • We do not offer direct exchanges at this time.
  • Please return the original item and place a new order for the desired product.

6. Damaged or Incorrect Items

If you receive a damaged or incorrect item, please do the following:

  • Email us within 3 days of delivery at contact@cutenapo.com.
  • Attach clear photos of the damaged or incorrect item and the packaging.
  • We will offer a full refund or a replacement at no additional cost.

7. Processing Time for Returns

Once your returned item is received and approved, you will receive a confirmation email. Please allow an additional 3–5 business days for your bank or card issuer to reflect the refund.

8. Contact Us

If you have any questions about our Refund & Returns Policy, please reach out to us:

  • Address: 19 Hindhead Road, Eakring, United Kingdom
  • Phone: +44 776 681 8958
  • Email: contact@cutenapo.com
  • Business Hours: Monday – Friday | 10:00 AM – 8:00 PM (GMT+0)

9. Your Rights as a Customer

This policy does not limit your rights under the applicable consumer protection laws of your country. If your jurisdiction offers additional rights (such as a longer return period), those rights still apply.

10. Changes to This Policy

Cutenapo reserves the right to amend this Refund & Returns Policy at any time. Updates will be posted on this page with a new effective date. We encourage you to review this policy regularly.

Thank you for shopping with Cutenapo! Your satisfaction is what drives our service excellence every day.