Refund Policy

Effective Date: June 22, 2026

At Cuddleloft, we want every order to feel clear, supportive, and easy to resolve if something is not right. If you need to request a refund for your weighted plush companion, please review the policy below for refund eligibility, request steps, processing times, and important details.

Because our products are soft comfort items intended for personal use, gifting, and close everyday contact, refund requests must meet the conditions outlined in this policy.

Refund Eligibility

You may be eligible for a refund if:

your item arrived damaged
you received the wrong item
your item has a confirmed defect in materials or workmanship
your order was canceled before it entered processing or shipment
your approved return has been received and inspected
your request otherwise qualifies under our Return & Exchange Policy

To qualify for a refund on a returned item, the item must generally be unused, unwashed, in its original condition, and returned with original packaging unless the refund request is related to a damaged, defective, or incorrect item.

Non-Refundable Situations

We may not be able to issue a refund in the following situations:

the item has been used, washed, altered, or damaged after delivery
the item is returned without prior authorization
the request is made outside the eligible return window
the item shows signs of misuse, improper care, staining, odor, or excessive wear
the order contains final sale or non-refundable items clearly marked at purchase
the package is undeliverable because an incorrect or incomplete shipping address was provided at checkout
delivery delays are caused by customs clearance, weather, local carrier issues, peak periods, or other factors beyond our control

How to Request a Refund

To request a refund, please contact our customer support team at info@cuddleloft.com.

To help us process your request more quickly, please include:

your order number
the name used on the order
the email address used at checkout
the item name
the reason for the refund request
clear photos of the item, packaging, and shipping label, if the item arrived damaged, defective, or incorrect

Our support team will review your request and reply with the next steps.

Refund Process

1. Contact Us First

Please email info@cuddleloft.com before sending anything back. All refund requests must be reviewed and approved first.

2. Request Review

Once we receive your email, we will review your request based on the order details, item condition, and reason for the refund.

3. Return Authorization

If your refund request requires the item to be returned, we will send you the return instructions and provide the approved return address by email.

Please do not send any item back without contacting us first. Unauthorized returns may be refused, delayed, or remain unprocessed.

4. Return the Item, If Approved

If a return is required, you must send the item back according to the instructions provided by our team.

5. Inspection and Final Approval

Once the returned item is received, we will inspect it and confirm whether the refund is approved.

6. Refund Issued

If approved, the refund will be issued to your original payment method.

Where the Refund Will Be Sent

Approved refunds are issued to the original payment method used at checkout.

For example:

credit card payments will be refunded to the same credit card
debit card payments will be refunded to the same debit card
other eligible payment methods will be refunded to the original payment account used for the order

We are not able to send refunds to a different card, different bank account, or alternate payment method.

Refund Processing Time

We aim to keep the refund process as clear and timely as possible.

Canceled Orders

If your order is canceled before it has been processed or shipped, we usually issue the refund within 1–3 business days after the cancellation is confirmed.

Returned Orders

If your refund request is approved and a return is required, the refund timeline is generally as follows:

Inspection time:within 1–3 business days after the returned item is delivered to us
Refund issuance time:within 3–5 business days after the returned item has been inspected and approved

Bank or Payment Provider Processing Time

After we issue the refund, your bank, card issuer, or payment provider may require an additional 5–10 business days to post the refund to your account.

Estimated Refund Timeline Summary

In most cases:

Canceled before shipment:refund issued within 1–3 business days
Approved return:refund issued within 4–8 business days after the returned item is delivered to us
Funds appearing in your account:usually within 5–15 business days, depending on your payment provider

Refunds for Damaged, Incorrect, or Defective Items

If your item arrives damaged, incorrect, or defective, please contact us as soon as possible after delivery.

Please include:

your order number
a brief description of the issue
clear photos of the item
photos of the packaging
the shipping label, if available

Once reviewed, we may offer one of the following depending on the situation:

a full refund
a partial refund
a replacement
an exchange

The final resolution will depend on the item condition and the nature of the issue.

Order Cancellation Refunds

If you need to cancel an order, please contact info@cuddleloft.com as soon as possible.

If the order has not entered processing or shipment, we may be able to cancel it and issue a full refund.
If the order has already been processed, packed, or shipped, cancellation may no longer be possible, and the order may need to follow the return procedure instead.

Return Shipping Costs

If the refund is due to our error, such as:

receiving the wrong item
receiving a defective item
receiving an item damaged in transit

we will review the case and provide an appropriate solution, which may include covering return shipping costs where applicable.

If the refund request is due to personal preference, change of mind, or ordering the wrong item, return shipping costs are generally the responsibility of the customer.

Original shipping charges are generally non-refundable unless the refund is caused by our error.

International Orders

We currently ship to the United States, Canada, Australia, and selected countries and regions in Europe.

For international orders, refund processing may take longer if the item must be returned from outside the United States, as return transit times, customs handling, and delivery confirmation may affect the timeline.

Customs duties, VAT, import taxes, and similar destination charges are generally non-refundable unless otherwise required by law.

Late or Missing Refunds

If you have received confirmation that your refund was issued but do not yet see it in your account, please:

check your bank account again
contact your credit card company or payment provider
allow additional business days for the refund to appear

If you still need help, please contact us at info@cuddleloft.com.

Who to Contact

If you have any questions about a refund, cancellation, damaged item, return approval, or refund status, please contact our customer support team:

Email: info@cuddleloft.com
Phone: +1（228）334-8123
Business Hours: Monday–Friday, 9:00 AM–6:00 PM Central Time
Business Address: 2184 Alice Dr, Biloxi, MS 39531-3024, United States