Refund policy

Our Promise

We want you and your pet to be happy with every purchase. If something isn't right, we'll make it right - quickly and without hassle.

 

Damaged, Defective or Wrong Item

If your order arrives damaged, defective, or you received the wrong item, contact us within 7 days of delivery with your order number and a few photos (or a short video if the issue isn't visible in photos). We'll send a free replacement or issue a full refund to your original payment method - your choice. There's no need to return the item.

 

Changed Your Mind

We understand it happens. Within 14 days of delivery, for orders under $25 we'll refund you or issue store credit without asking you to send anything back. For orders of $25 or more, contact us and we'll work out a fair solution together. Items must be unused and in their original condition.

 

Order Not Delivered

If your tracking shows no movement for 10 days beyond the estimated delivery date, contact us and we'll reship your order or refund you in full. If tracking shows your order was delivered but you can't locate it, please check with household members, neighbours and your local carrier first, then get in touch and we'll help investigate.

 

How to Make a Claim

Email info@cuddelan.com with your order number, a brief description of the issue, and photos where relevant. We respond within 1 business day.

 

Refund Timing

Approved refunds are issued to your original payment method within 2 business days. Depending on your bank or card issuer, it may take a further 5-10 business days to appear on your statement.

 

Your Statutory Rights

Nothing in this policy affects the consumer rights you have under the laws of the country in which you live, including the right to a remedy for faulty goods.