Refund & After-Sales Policy

At CuddleShield™, we want every order to arrive correctly and in good condition. If something goes wrong with your order, our customer support team will review the issue and provide an appropriate solution where eligible.

Please read this policy carefully before submitting a refund, replacement, reshipment, or after-sales request.

Certain products may be subject to additional product-specific conditions. Where applicable, these will be stated on the relevant product page.

1. Delayed Orders

International delivery times can vary depending on destination, carrier, customs processing, public holidays, and other circumstances outside our control.

An order will not automatically be considered lost simply because it has taken longer than the estimated delivery time.

Where a shipment appears to be significantly delayed, please contact CuddleShield™ customer support so we can review the tracking information and available delivery status.

For some destinations, international shipments may require an extended delivery period due to customs or local carrier conditions.

If an order is confirmed as lost or otherwise eligible after investigation, we may provide an appropriate resolution such as:

✓ Reshipment
✓ Replacement
✓ Refund
✓ Other suitable resolution depending on the circumstances

Important

Sometimes a parcel may be waiting at the customer's local post office or delivery facility because of:

✓ An incomplete address
✓ An unsuccessful delivery attempt
✓ An unclaimed package
✓ Missing address information
✓ Difficulty contacting the recipient

Customers may be required to contact their local carrier or post office to arrange collection or redelivery.

2. Orders Not Received

If you have not received your order, please contact us with your order number and tracking information.

We will review the shipment status and investigate where appropriate.

If tracking shows that the package has been successfully delivered, we may ask you to first:

✓ Check around the delivery address
✓ Ask household members
✓ Check with neighbours
✓ Contact your building reception or mailroom
✓ Contact the local carrier or post office

Where required, additional evidence from the local delivery carrier may be requested before a claim can be completed.

A refund or replacement may not be available where non-delivery resulted from circumstances such as:

✓ Incorrect or incomplete address information
✓ Incorrect contact details
✓ Recipient unavailable
✓ Refused delivery
✓ Failure to collect the package
✓ Unpaid customs charges
✓ Failure to complete customs clearance
✓ Failure to respond to the local delivery carrier

If a package is returned because of customer-provided address information or failure to collect the shipment, additional shipping charges may apply where redelivery is available.

3. Damaged Products

If your product arrives damaged, please contact us as soon as possible.

For most products, damage claims should preferably be submitted within 5 days of delivery.

For electronic products, where applicable, please contact us preferably within 10 days of delivery.

To review your claim, we may request:

✓ Your order number
✓ Clear photographs of the product
✓ Photographs of the shipping packaging
✓ A short description of the damage
✓ Video evidence where reasonably necessary

Severely Damaged Products

Where a product is confirmed to be significantly damaged and unusable, we may offer:

✓ A replacement
✓ A full refund

Partially Damaged Products

Where only part of the product is damaged and the item remains usable, we may offer:

✓ A replacement part
✓ A partial refund
✓ A replacement product, depending on the circumstances

Normal cosmetic damage to external shipping packaging alone does not necessarily qualify for a refund when the actual product is undamaged.

4. Incorrect Products

If you receive a product different from the item you ordered, please contact CuddleShield™ customer support.

Once the issue has been verified, we may offer:

✓ A replacement with the correct item
✓ A refund, where appropriate

Please provide clear photographs of the product received and its packaging so our team can review the issue.

5. Missing Products or Parts

If your order is missing a product or component, please contact us with your order details.

After reviewing the order and fulfillment records, we may:

✓ Resend the missing product
✓ Resend the missing part
✓ Provide a partial refund
✓ Provide another appropriate resolution

Where a missing component prevents the product from functioning as intended, a replacement product or essential component may be provided where eligible.

6. Wrong Colour, Size or Variant

If you receive a colour, size, model, or variant that is different from what you ordered, please contact us with:

✓ Your order number
✓ A photograph of the received product
✓ A screenshot or description of the option originally ordered

Once verified, we may provide a replacement, refund, partial refund, or other appropriate resolution depending on the circumstances.

Minor colour variations caused by photography, lighting, screen settings, or normal manufacturing variations may not qualify as an incorrect-product claim.

7. Order Cancellations

If you wish to cancel your order, contact us as soon as possible after placing it.

We may be able to cancel an order and provide a full refund before it has entered processing or fulfillment.

Once an order has been processed, prepared for shipment, or dispatched, cancellation may no longer be possible.

Cancellation may also not be available for:

✓ Customized or personalized items
✓ Made-to-order products
✓ Orders already processed by the fulfillment facility
✓ Products specifically prepared for your order

Submitting a cancellation request does not guarantee that the order can be stopped.

8. Change-of-Mind Returns

Please contact CuddleShield™ before returning any item.

Change-of-mind returns may not always be accepted once an order has entered fulfillment or has been delivered, particularly where the item has already been opened, used, customized, or is unsuitable for resale for hygiene reasons.

Examples that may not qualify for a refund include:

✓ The customer simply no longer wants the product
✓ The wrong product, size, colour, quantity, or variant was selected by the customer
✓ Incorrect shipping details were provided
✓ The customer expected a feature that was not stated on the product page
✓ Minor appearance differences caused by screen settings or photography

This does not affect any legal rights you may have regarding products that are damaged, defective, incorrect, or not as described under applicable consumer law.

9. Hygiene and Personal-Use Products

For health and hygiene reasons, some baby, feeding, personal-care, or other hygiene-sensitive items may not be eligible for return after they have been opened, used, washed, or removed from protective packaging, unless the product is defective, damaged, incorrect, or otherwise covered by applicable consumer law.

Product-specific restrictions may also be shown on the relevant product page.

10. Return Authorization

Do not return a product without first contacting CuddleShield™ customer support.

Where a return is approved, we will provide the relevant return instructions and destination.

Unauthorized returns may not be accepted or processed.

Customers should not send products to any address shown on shipping packaging unless specifically instructed by our support team.

11. Return Shipping Costs

Responsibility for return shipping costs will depend on the reason for the return.

Where the product is confirmed to be:

✓ Damaged
✓ Defective
✓ Incorrect
✓ Missing essential components

we will determine the appropriate solution based on the circumstances.

For approved change-of-mind returns, the customer may be responsible for return shipping costs unless otherwise stated.

Original shipping charges, customs fees, import duties, or other third-party costs may not always be refundable.

12. Evidence Required for After-Sales Claims

To help us process claims quickly, we may request evidence such as:

✓ Order number
✓ Photographs
✓ Video
✓ Shipping label
✓ Outer packaging
✓ Product measurements
✓ Tracking information
✓ Carrier documentation

Please do not dispose of the product or packaging while an after-sales claim is being reviewed unless our support team confirms that you may do so.

13. Claim Timeframes

Please contact us as soon as reasonably possible after discovering an issue.

For visible product damage, we recommend contacting us within 5 days of delivery.

For electronic products, where applicable, we recommend contacting us within 10 days of delivery.

Waiting for an extended period may make it more difficult to verify shipping damage, missing components, or fulfillment errors.

These recommended reporting periods do not override any mandatory consumer rights that may apply in your country.

14. Refund Processing

Once a refund has been approved, it will normally be issued to the original payment method used for the purchase.

After the refund has been processed by CuddleShield™, your bank, card provider, or payment service may require additional time to display the funds in your account.

Processing times can vary between payment providers.

15. Reshipments and Replacements

Where a replacement or reshipment is approved, CuddleShield™ will arrange the replacement using an available fulfillment and shipping method.

Replacement delivery times may be similar to normal international shipping times.

A reshipment may be offered instead of a refund where appropriate and agreed as the resolution to the claim.

16. Force Majeure and Circumstances Outside Our Control

CuddleShield™ cannot guarantee uninterrupted fulfillment or delivery where an order is affected by circumstances outside our reasonable control.

These may include:

✓ Severe weather
✓ Natural disasters
✓ War or civil disturbance
✓ Strikes
✓ Transportation disruptions
✓ Government restrictions
✓ Customs inspections
✓ Public-health emergencies
✓ Carrier interruptions
✓ International logistics disruption

Where possible, we will assist customers with available tracking information and reasonable support.

17. Claims We May Be Unable to Approve

A refund, replacement, or reshipment may not be available where the issue resulted from:

✓ Incorrect address information entered by the customer
✓ Incorrect product or variant selected by the customer
✓ Failure to collect a parcel from the carrier
✓ Refused delivery
✓ Unpaid customs charges
✓ Failure to cooperate with customs or the local carrier
✓ Normal product wear
✓ Minor cosmetic variation that does not affect normal use
✓ Damage caused after delivery through misuse, improper handling, or normal wear
✓ A preference change rather than a product fault

Every case may still be reviewed individually where appropriate.

18. Customs and Returned International Shipments

International orders may occasionally be returned by customs or local carriers because of:

✓ Unpaid duties
✓ Missing customer documentation
✓ Incorrect address information
✓ Unclaimed delivery
✓ Import restrictions

Where a shipment is returned for reasons attributable to the customer, refund or reshipment eligibility may depend on whether the parcel is successfully returned to the fulfillment facility and the condition in which it is received.

Any additional shipping or customs expenses may be deducted where permitted.

19. Our Commitment

CuddleShield™ aims to handle genuine order issues fairly and reasonably.

If your order arrives damaged, defective, incorrect, incomplete, or is confirmed lost in transit, please contact us and provide the requested evidence so our team can review the issue.

Our goal is to provide an appropriate solution based on the circumstances of each order.

Contact Us

If you need help with a refund, replacement, missing item, damaged product, or another order issue, please contact CuddleShield™ Customer Support at:

officialcuddleshield@gmail.com

When contacting us, please include:

✓ Your order number
✓ The email address used at checkout
✓ A brief description of the issue
✓ Relevant photographs or videos where applicable

This will allow our team to review your request more efficiently.