Have confidence in our 100% Guarantee
At Cuddleworks, we realize how difficult it can be to order products online. Although we strive to provide detailed images, without actually seeing or feeling the product, you are never really sure if you are buying exactly what you want. This is why we back our customers purchase with a 100% satisfaction guarantee. If you’re not completely satisfied with your purchase, you may return it to us using the following guidelines:
We must be notified by email of the return within 20-days from the date of purchase. If you would like to return a product, please email: returns@cuddleworks.com. We do not accept return requests by phone.
Wrong or Defective Product
If a return is due to our error (e.g., we accidentally shipped the wrong product), we assume full responsibility for all shipping costs. Upon email notification, we will immediately ship out the correct order. Included in our shipment will be a return label which will enable you to return the original miss-shipment. If a return is due to defective merchandise, we assume full responsibility for all shipping costs. Upon email notification, we will send you a shipping label so you can return the defective product. Once the defective product has been returned, we will immediately ship a replacement at no cost to you.
Changed Your Mind?
If a return is not due to our error (e.g., you ordered a product but decide you don’t want it), the customer assumes full responsibility for all shipping costs. Upon email notification, we will provide you with an RMA number. Once we receive your returned order, we will refund the cost of the original product, minus your original shipping costs.
Restock Fees
We do not charge restocking fees for small or medium sized product returns; however, the return of any product 42" or larger in size will incur a restocking fee of 10%. Jumbo products, those products 90" in size will incur a 15% restocking fee. All Hansa products will incur a 25% restocking fee.
Refused or Returned To Sender?
All packages returned to us marked, “Refused,” “Undeliverable,” “RTS,” etc. will be processed in the following manner: The order will be canceled; the original price of the order will be automatically refunded, minus the original cost of shipping. The customer will be notified of the cancellation and the partial refund by email.
It is the sole responsibility of the customer to ensure the ship-to address is correct and serviced by the United States Post Office, our preferred provider. We have no control over address validation. Please make sure the address is correct.
Free Shipping - Returns
If your original order qualified for free shipping, you will be responsible for the shipping charges incurred by CuddleWorks.com for the original shipment. You will be refunded the amount of your purchase, minus original shipping costs incurred by CuddleWorks. This may be in addition to any applicable restocking fee's based on the products size.
Volume Discounts and Wholesale Purchases
Purchases made through our Volume Discount or a Wholesale account are non-refundable due to the large quantities and substantial discounts offered by CuddleWorks. We recommend purchasing a sample of the product prior to placing your larger order.
Case By Case
If you read over our return policy and don’t find guidelines for your particular situation, please contact us at customercare@cuddleworks.com and we will work with you on a case-by-case basis.
I want to return my purchase
We try to make things as easy as possible for our customers. Simply click on the button below to begin your return process.
