Last Updated: November 17, 2024

1. Overview

At CuHup.com, your satisfaction is our priority. We understand that sometimes products may not meet your expectations, and this refund and returns policy is designed to make the process as straightforward as possible.

2. Return Eligibility

2.1. Time Frame

  • Returns must be initiated within 30 days of receiving your order.
  • Items received after the 30-day window may be rejected.
  • Holiday purchases made between November 1 and December 24 can be returned until January 31.

2.2. Item Condition Requirements

To qualify for a return, items must be:

  • Unused and in the original condition as received.
  • In the original packaging.
  • Accompanied by all tags and labels.
  • Free from any signs of wear, damage, or alterations.
  • Unmarked and not modified.
  • Complete with all original accessories.

3. Return Process

3.1. Initiating a Return

To begin your return:

  1. Log into your account at CuHup.com.
  2. Navigate to your order history.
  3. Select the item(s) you wish to return.
  4. Complete the return form with the reason for the return.
  5. Print the return shipping label (if available).

3.2. Packaging Guidelines

  • Use original product packaging when possible.
  • If unavailable, use protective packaging to prevent damage.
  • Include all original components and accessories.
  • Enclose a copy of your order confirmation or packing slip.
  • Secure all openings with packing tape.
  • Remove or cover old shipping labels.

3.3. Shipping Your Return

  • Ensure the package is sealed and properly labeled.
  • Retain the tracking number for reference.
  • Ship to the return address provided on the return label.
  • Use insured shipping for added protection.
  • Take photos of the item before shipping to document its condition.

4. Refund Process

4.1. Refund Timeline

  • Returns are processed within 5 business days of receipt.
  • Refunds will be issued to the original payment method.
  • Bank processing times may take an additional 3-10 business days.
  • An email notification will be sent once the refund is processed.

4.2. Refund Methods

  • Credit/Debit Card: Refunded to the original card.
  • PayPal: Refunded to the PayPal account.
  • Store Credit: Issued as online store credit.
  • Gift Returns: Issued as store credit.

4.3. Refund Amounts

Eligible refunds include:

  • Full product price if return requirements are met.
  • Original shipping costs if the return is due to our error.
  • Store credit if returned without a receipt or after 30 days (at our discretion).

4.4. Deductions from Refund

Refunds may be reduced for:

  • Shipping costs (unless due to our error).
  • A restocking fee of 15% (if applicable).
  • Damages or missing parts.
  • Original shipping fees if free shipping was provided.

5. Exchange Policy

5.1. Direct Exchanges

  • Available for size or color changes only.
  • Must be for the same product, with a different variation.
  • Subject to availability.
  • No additional shipping fees for the first exchange.

5.2. Exchange Process

  • Request an exchange through your account.
  • Select the desired replacement item.
  • Print the exchange shipping label.
  • Send the original item back.
  • The replacement will be shipped after receiving the original item.

6. Damaged or Incorrect Items

6.1. Damaged Items

If you receive a damaged item:

  • Take photos as proof.
  • Contact customer service within 48 hours.
  • Do not use damaged items.
  • Retain all original packaging.

6.2. Wrong Items

If you receive the wrong item:

  • Contact us immediately.
  • We will send a return label and ship the correct item at our expense.
  • Keep all original packaging.

7. International Returns

7.1. Process

  • Accepted within 45 days of receipt.
  • Customers are responsible for return shipping.
  • Comply with all customs regulations.
  • Include original customs documentation.

7.2. Additional Information

  • Duties and taxes are non-refundable.
  • Return shipping labels are not provided.
  • Longer processing times may apply.
  • Currency exchange rates may affect refund amounts.

8. Restocking Fees

8.1. When Applied

A 15% restocking fee may be applied to:

  • Returns without original packaging.
  • Items showing signs of use.
  • Incomplete items.
  • Large or bulky items.

8.2. Fee Exceptions

Restocking fees are waived for:

  • Defective items.
  • Incorrectly shipped items.
  • Items damaged in transit.
  • Warranty claims.

9. Special Circumstances

9.1. Gift Returns

  • Gift receipt required.
  • Store credit issued to the gift recipient.
  • The original payment method will not be refunded.
  • The gift giver will not be notified.

9.2. Sale Items

  • Must be returned within 14 days.
  • Original tags required.
  • May only be eligible for store credit.
  • Final sale items are non-returnable.

10. Contact Us

For return or refund inquiries:

11. Policy Changes

We reserve the right to modify this policy at any time. Any changes will be posted on this page with an updated effective date.