Returns & Refunds

***Updated January 2023 

 

Our return policy is effective for 10 days since receiving your product. 

**We do not do exchanges; only refunds. If you still want that product, then get a refund and purchase it, again. Sorry for the inconvenience!**

To be eligible for a return your item must be in the same condition that you received it, and it must also be in the original packaging. For refunds (if applicable), send an email to hello@cutekawaiihugs.com. Please refer to the instructions below (in purple) for more details on how to get a refund. 

Return requests for orders received and delivered after 10 days will be politely declined. We hope you understand. If 10 days have gone by since your order has been delivered, unfortunately we cannot offer you an exchange or a refund.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed right away and a credit will automatically be applied to your credit card (or original method of payment) within a few days- depending on your bank.

Please make sure to read our item descriptions carefully. Please bear in mind that photos may slightly differ from actual item in terms of color due to the lighting during photo shooting or the monitor's display.

Every once in a while an issue may occur with an order. We all are only human! If this is the case, we are happy to assist you in any way we can. If the problem occurred as a result of an error on our part, we are more than happy to replace or refund the item.

Our Responsibility

• Faulty Product: If the product has a manufacturing defect.
• Wrong Item Sent: If we send you the wrong product, color, or size.

Your Responsibility

Oops! Somewhere along the way you might have made a mistake. If any of these are the case, it is up to you to sort things out and, unfortunately, we cannot refund your item. 

For example:
Incorrectly Provided Address: If you made an error in the address. We are not responsible for orders not received due to incorrect shipping addresses entered by the customer at the time of purchase.

 

Return Process 

If you believe an error has occurred due to a mistake on our part, first of all, please accept our sincerest apology! Your satisfaction is of the highest importance to us! We are happy to replace or exchange any items that we missed the mark on.

Return Request Instructions 

Please follow these steps:

1. Take a photo/video of the problem – If the issue is due to size, then please include a ruler/measure within the photo/video.
2. Send an email with the subject line “Order # [YourOrderNumber] Replacement Request” to hello@cutekawaiihugs.com. 
3. Include in the email:

• Your full name.
• Order number - If there are multiple products in an order, then identify the product or send the link of the item. 
• A specific description of the item in its original form or how it should look - or send the link of the item. 
• Photos or videos (*use video if pictures cannot capture the damage).
• A specific description of the issue/problem in its defective form (*color, size, etc). 

Our support team will respond back and Return Instructions will be provided. 

All orders are guaranteed for delivery. If orders are not received due to circumstances beyond our control, a replacement item will be ordered. The replacement item will be shipped to the original Shipping Address listed at the time the original order was placed. 

Refunds will not be granted if the customer:

• Ordered the wrong size/color/quantity, etc. 
• Does not like it in person. 
• Dislikes the smell. 
• Provided the wrong shipping address. 
• Received deleted tracking information from logistic companies or local post offices. 

We ship the exact item(s) that you select at time of purchase. If you require a change to your order, please email us ASAP and we will try our best to accommodate your request. If your order has already been processed or shipped, we cannot make changes to your order and a refund will not be granted.

Items received that are defective or damaged will be replaced with the same item free of charge. We also provide full refunds in instances of defective or damaged goods.

 

Late or Missing Refunds (if applicable)

• If you have not received a refund, first, check your bank account again--make sure it has processed and is up-to-date. 
• Then, contact your credit card company; it may take some time before your refund is officially posted and updated on your bank account. 
• Next, contact your bank. There is often some processing time before a refund is posted. 

If you have done all of this and you still have not received your refund yet, then please contact our support team at hello@cutekawaiihugs.com. 

 

CuteKawaiiHugs takes no responsibility for any product damaged or shipping delay caused by something we cannot control: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, CuteKawaiiHugs will notify you via email. 

 

If you have any other questions, comments, or concerns that we have not answered, then please email us at hello@cutekawaiihugs.com. Thank you. Have a beautiful kawaii day! :)