Política de reembolso
Welcome to Cuddle Cloud. Our return and refund policy is designed to ensure transparency and provide you with all the necessary information regarding our custom-made products. Since all of our items are made to order, we follow specific guidelines for handling returns and refunds.
1. Custom-Made Product Policy
All Cuddle Cloud products are custom-made based on your specifications. Due to the personalized nature of these items, we do not accept returns or exchanges unless they are defective or damaged upon arrival. Every item is handmade, so slight imperfections may occur and items may not be 100% identical.
2. Non-Returnable Items
- Customized Products: All personalized items, special sizes, engraved jewelry, and 3D pet urns are final sale.
- Sale Items: Any items purchased with a discount code or during a promotion are non-returnable.
3. Damaged or Defective Items
We take great care in the creation and packaging of our products. If your item arrives damaged or defective, please follow these steps:
- Contact Us: Email cuddlecloudus@gmail.com within 7 days of receiving your item.
- Provide Details: Include your order number, a description of the issue, and photos of the damaged or defective product.
- Resolution: If eligible, we’ll offer a replacement or full refund. If a return is required, we’ll cover the return shipping costs.
4. Incorrect Orders
If you receive the wrong item, please contact us within 7 days of delivery. We’ll make it right by sending the correct product or issuing a refund.
5. Refunds
Refunds are only issued for damaged, defective, or incorrect orders. Once approved, refunds are processed within 7 business days and returned to your original payment method. (Bank processing times may vary.)
6. Return Process
- Contact Us: Email us at cuddlecloudus@gmail.com with your order number and reason for return.
- Approval: We will review your case and provide return instructions.
- Return Shipment: Once approved, send the item back as instructed.
7. Changes and Cancellations
Because our products are made to order, we only accept order changes or cancellations within 24 hours of purchase. Please contact us as soon as possible if changes are needed.
8. Contact Us
If you have any questions about your order, returns, or refunds, feel free to reach out:
📧 Email: cuddlecloudus@gmail.com
📍 Response time: Within 1–2 business days
We appreciate your understanding. Our goal is to provide thoughtful, high-quality, custom memorial products with excellent service.
Thank you for choosing Cuddle Cloud.