Returns and Exchanges

Returns and Exchanges

Changed your mind?

You have the right to request a return for a non-personalized product within 14 days of delivery, without needing to provide any reason.

To request a return, exchange, or assistance with your order, please contact us at:

support@getcuddlio.com

indicating your order number and the reason for your request.

Personalized Jewelry

Every Cuddlio personalized piece of jewelry is handmade based on your pet's paw print or your fingerprint.

For this reason, personalized jewelry cannot be returned or exchanged, except in cases of manufacturing defect, damage during transport, or an error on our part.

The Impression Kit

After placing your order, you will receive our kit for taking the impression.

The kit can only be returned before the jewelry production begins.

  • If the kit has not yet been shipped, you can cancel the order and receive a full refund.
  • If the kit has already been shipped but not used, you can cancel the order by returning the complete and unused kit. Once the kit is received and verified, we will refund the order amount, excluding any shipping costs incurred.
  • If the kit has been used or the jewelry has already entered production, it will no longer be possible to cancel the order or receive a refund.

    • Return and Exchange Costs

    Shipping costs for returns and exchanges are borne by the customer.

    If the order benefited from free shipping, Cuddlio reserves the right to deduct the actual shipping cost incurred from the refund amount.

    Refund

    Once the returned product is received and verified, the refund will be processed using the same payment method used for the purchase.

    Original shipping costs are not refundable.

    The refund may be suspended until the returned product is received or until proof of shipment is provided, whichever comes first.

    Damaged or Defective Product

    If your order arrives damaged or has a manufacturing defect, please contact us preferably within 48 hours of delivery, sending:

  • The order number
  • A description of the problem
  • Some photos or a video clearly showing the defect

    • After verification, we will, at our discretion, replace the product or issue a full refund.

    In this case, all shipping costs will be covered by us.

    Contact Us

    For any requests regarding returns, exchanges, or assistance, you can contact us at any time at:

    support@getcuddlio.com