Refund Policies

cutelypets.com is committed to providing excellent customer service and satisfaction. This page outlines our policy regarding refunds, resends, and returns.

⚠ All disputes must be submitted through the appropriate platform. Failure to do so may result in permanent account suspension.

What Qualifies for Refund, Resend, or Return

1. Order Delays

  • USA: Eligible after 45 days from departure
  • Brazil: 110 days due to customs delays
  • Other Countries: 100 days for certain shipping lines

Orders may be delayed due to pickup issues or incorrect addresses. Please check with your local post office before filing a dispute.

2. Orders Not Received

  • If tracking shows "delivered," no refund/resend will be provided
  • If not received, a non-delivery certificate is required from the local post office

3. Damaged Products

  • Full refund or replacement for severely damaged items
  • Partial refund for minor damage
  • No refunds for packaging damage from international shipping
  • Claims for electronics must be made within 30 days

4. Incorrect or Missing Products

  • Full refund or replacement for incorrect items
  • Partial refund or resend for missing non-critical parts
  • For size issues, include a photo with measurements

5. Order Cancellations

  • Full refund if canceled before processing or shipping
  • No cancellations for customized or pre-order items once paid

How to Submit a Dispute

  • Include photos/videos of damaged products
  • Include screenshots of complaints (with name, date, content)
  • Return the product if requested

Important Notes & Exceptions

1. Dispute Deadlines

Disputes must be filed within 7 days of delivery or expected delivery date.

2. Force Majeure

We are not responsible for delays caused by:

  • Natural disasters
  • Epidemics
  • Customs delays
  • War or unrest

3. Shipping Method Restrictions

No disputes allowed for non-trackable shipping methods.

4. Delivery Location Restrictions

Disputes may not be accepted for regions with known delivery limitations.

5. Returns

  • Returns must be authorized in advance
  • Unauthorized returns will not be processed
  • Return within 30 days of receipt

6. Service-Based Products

Services are non-refundable once fulfilled.

7. Unacceptable Disputes

  • Change of mind
  • Product looks different than expected (without defects)
  • Delays due to customs or natural events
  • Wrong item ordered or incorrect address provided

Additional Information

  • No disputes once order is marked "closed"
  • No disputes for certain shipping methods (PostNL, CJPacket, etc.)
  • Disputes not accepted in high-risk regions
  • Returns only accepted at designated warehouses
  • No refunds for service quality unless verified
  • No disputes for odors, deleted tracking info, or customs issues

Need Help?

If you're unsure whether your order qualifies for a refund or resend, please contact us:

Email: support@cutelypets.com