Refund policy
By agreeing to these Terms of Service you agree to our Credit Refund Policy (“Refund Policy”).
Please ensure you’re up to date with The Cuddle Collective Terms and Conditions before placing your order. Read below for more information.
The Cuddle Collective thoroughly check each order before shipping to ensure quality standards. We accept and process credit refunds or exchanges only if your product is defective on arrival, or at our fault you have received the wrong product by accident. We are NOT liable if Australia Post or another courier has damaged or lost your parcel – at this point it is out of our hands and you must follow through with the postage company for a credit refund. We may try to assist where possible.
Please notify us within 14 days of receiving the product if any of the above is applicable and you would like to return or exchange your product. You must return the defective or wrongly shipped product to us within 14 days of notification AFTER APPROVAL VIA EMAIL (We will issue you a return code to place on the outside of the item). Returns after this time-frame are not accepted, so ensure you check your product on it’s arrival and let us know as soon as possible. We do not offer “change of mind” returns, please choose carefully.
You will need to provide the following information before we can offer a credit refund or replacement AFTER we have confirmed return:
Invoice number
Name of customer
Date of receiving the product
Reason for return
Photo and/or video if asked of the “Reason for return”
Return code on OUTSIDE of parcel – we will issue this with the approval of your return.
Please ensure we have replied to you and given you our return address before returning. Returned products will be thoroughly assessed for reason of return. If you return a product due to defects on arrival but we find that the product is in full working condition or any defects or damage were during transit or caused after you received the product, no credit refund will be offered and it will be returned to you at your own cost. If you do not pay the return cost, we hold your item for up to 90 days after notification, after this time period we will deem your order void and if in our possession will dispose if the item. Be knowledgeable that we can see and check if your product has been used and it is not an honest return. In this case, no credit refund will be offered.
If the product is genuinely defective at our fault or you received the wrong product, we will offer you to choose either a replacement product or store credit to the purchase value and we will send you out your new product at our own expense.
You are responsible for all the costs associated with the return of the product if it is not a fault on our end and we will not reimburse any associated cost until assessment has been made. We request products returned to be mailed by registered mail. We accept no responsibility for loss or damage occurring in transit and any problems regarding transit must be dealt with between you and the shipping company.
The Cuddle Collective does not accept or provide cash refunds if you change your mind, as per the ACCC GuidelinesURL: https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund,ensure you choose your product with thought and care, and consideration to these terms and conditions.