Refund policy
Return Policy
The provision of goods and services is subject to availability. In cases of unavailability, we will refund you, the Customer, in full within 30 days. Cancellation of orders by the customer will attract a 7% charge for administration costs.
Returns of goods and exchanges are allowed within 7 days of purchase as long as the goods are in the exact condition as purchased, unused, in the same packaging, in a saleable state and include a proof of purchase where available. Courier costs will be the responsibility of the Customer. Should the item/s qualify, refunds will be processed within 14 working days of receipt of goods.Â
In the case of faulty goods, the fault should be reported immediately to The Cuddler and thereafter a case number will be opened. Once the item has been returned to us, the item will be assessed and once the supplier has been notified of the claim and the findings have been issued, a replacement will be sent to the customer if applicable. This can take up to 30 days.
The Cuddler reserves the right to cancel an order for which payment has already been received. This may occur if stock is insufficient or the quality of goods ordered does not meet The Cuddler's standards. Should we exercise this right, the Customer will receive a full refund with no deductions.
Any complaints regarding the standard and quality of the product or products bought by consumers through the e-commerce facility should be directed to management at info@thecuddler.co.za
Damages and issuesÂ
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and rectify if required.
Exceptions / non-returnable items
No returns will be accepted on goods purchased at exhibitions, kids ride on cars, dummies, pacifiers, feeding utensils, items of a personal nature (such as cosmetic and cleaning products) and custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.