Store Policy
Refunds & Cancellation
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Order Cancellation: Pre-Shipment
Order Cancellation: Post-Shipment
Returns Policy - Cancellation Of Order
Returns Policy - Faulty Goods
Product Guarantee
I have lost my returns note
Have you received my returned goods?
I have tried on an item, and accidentally marked it, can I still return it?
I have ordered the wrong size, do you offer exchanges?
ORDER CANCELLATION: PRE-SHIPMENT
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If you have made a mistake with your order, or you would like to cancel it, please contact us immediately. We understand mistakes happen, and we will try our best to correct your order, however, sometimes we aren't able to make any changes, such as if your item has already gone into production.
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We can make amendments and cancel orders, within 30 minutes of the order being placed online. If you need to do this, please contact us.
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If it's been more than 30 minutes since you placed your order, we are unable to make any changes to your order, and we aren't able to cancel it.
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If you need to make a return please follow the Order Cancellation - Post Shipment guidelines below.
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ORDER CANCELLATION: POST-SHIPMENT
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You may cancel your order up to 30 working days from receipt of your purchase. You will be invited to return the goods in an unopened and unused state for a refund.
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Unfortunately, we can't accept returns of personalized goods unless the item is faulty. Please note, personalized items are hand-made for you, so our machines will print exactly the information you enter. Please double check any names, or text, for spelling mistakes and ensure you have ordered the correct size device/model number. Please note we cannot accept responsibility for spelling mistakes or incorrect size selection, unless the error was made by ourselves, as a result of the production process.
Please see our Returns Policy below for more information.
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RETURNS POLICY - CANCELLATION OF ORDER
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Most of our items are eligible for our 30-day refund policy. If your product is faulty or damaged, you can email us with photographic proof & request a refund.
Please email: cupidsdoghouseinc@gmail.com with your refund claim.
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* To complete your return, we require a receipt or proof of purchase.
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* To be eligible, the item must be faulty or damaged. We do not accept refunds if you change your mind. Please provide photographic proof that the product is faulty or damaged.
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* Sale items are not eligible for refunds. If an item is discounted, it cannot be refunded.
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Unfortunately, we can't accept returns of personalized goods unless the item is faulty. Please note, personalized items are hand-made for you, so our machines will print exactly the information you enter. Please double check any names, or text, for spelling mistakes and ensure you have ordered the correct size device/model number. Please note we cannot accept responsibility for spelling mistakes or incorrect size selection, unless the error was made by ourselves, as a result of the production process.
Please contact us for a Return Authorization Number before returning any goods back to us. You may also contact us via email at cupidsdoghouseinc@gmail.com instead of using the contact us form if you prefer. We need to know the reason for the return and whether plus the returned goods are unused. You will need to include your Returns Number in the parcel. Failing to include this will result in a delay in processing your return.
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For hygienic reasons, we ask customers to only open and try on items when they are happy it suits their needs. The following items: underwear, panties, stockings and swimwear might not be refunded if found to be worn.
In addition:
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It is your responsibility to take due care of items in your possession. Returned items must be suitable for re-sale, undamaged, unworn, in its original condition, in its original packaging, with all original packaging included with the return. All packaging must be returned with the item, and be in no-way missing or damaged. We are unable to refund items opened from a sealed package. We inspect all returned items.
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You or your courier is responsible for the goods until they reach our warehouse. The risk and cost will be your responsibility, so please ensure you use a tracked and insured return service like UPS 'Signed For', or similar.
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Outbound shipping costs, insurance, or packing fees are non-refundable.
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Refunds are typically processed within 7-10 days of receipt by us, however, for the avoidance of doubt, we promise to refund within 30 working days of receipt of the return back to us. We will not be responsible for any interest you may incur as a result of the refund being made outside of your credit/debit card timescales.
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Only return goods to the address given to you by Customer Services, and ensure this is complete with your Returns Authorization Number. Not following these instructions will cause a delay in processing your return.
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Returns that we receive outside of this Returns Policy will be deemed 'In Dispute', and such items will not be refunded. We will be happy to re-ship such items back to you; otherwise, items will be destroyed within 91 calendar days from their receipt back to us.
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We do not operate an exchange policy. We are unable to replace an item until the original has been received by us. If you are in a hurry, please place a second order and return the item to us at a later date.
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"30 working days from receipt of goods" shall be defined as 30 working days after the date of signature of receipt of goods
Refunds (if applicable)
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We will notify you of the approval or rejection of your refund.
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If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
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Late or missing refunds (if applicable)
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If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at cupidsdoghouseinc@gmail.com.
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Sale items (if applicable)
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Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
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Gifts
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If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to them to give to you later, we will send a refund to the gift giver and he will find out about your return.
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RETURNS POLICY - FAULTY GOODS
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If a product is faulty, please let us know immediately so we can refund or exchange the item. Please immediately contact our Customer Service Team so that we can assist you and give you a Returns Authorization Number. Please ensure you contact us within 14 working days of delivery, where this was not apparent on reasonable inspection, within 14 calendar days after discovery or 30 calendar days after receipt by you, whichever is the earlier. Please ensure you include your Returns Number in the returned parcel as failure to do so will result in a delay in processing your return.
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In addition:
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We shall be under no liability in respect of any defect arising from fair wear and tear, willful damage, negligence, abnormal working conditions, misuse or alteration, or repair of the ordered goods without our approval.
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Only return goods to the address given to you by Customer Services, and ensure this is complete with your Returns Authorization Number. Not following these instructions will cause a delay in processing your return.
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Returns that we receive outside of this Returns Policy will be deemed 'In Dispute', and such items will not be refunded. We will be happy to re-ship such items back to you, otherwise, items will be destroyed within 91 calendar days from their receipt back to us.
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We are unable to replace an item until the original has been received by Us. If you are in a hurry, please place a second order and return the item to us at a later date.
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PRODUCT GUARANTEE
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All of our products come with our 30-days guarantee, where you may return faulty goods for exchange or refund of the original purchase price. This does not affect your Statutory Rights.
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I HAVE LOST MY RETURNS NOTE.
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Please contact our Customer Service Team with your issue, order number, and full name.
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HAVE YOU RECEIVED MY RETURNED GOODS?
We will send you a confirmation via email when we have received your item so that we can issue your refund. If it has been over 10 working days, please contact our Customer Service Team with your issue, order number, and full name.
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I HAVE TRIED ON AN ITEM, AND ACCIDENTALLY MARKED IT, CAN I STILL RETURN IT?
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We apologize, but we cannot accept returns that are not in their original condition. If you have further issues, please contact our Customer Service Team with your issue, order number, and full name.
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I HAVE ORDERED THE WRONG SIZE, DO YOU OFFER EXCHANGES?
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We are unable to offer an exchange in this circumstance but will happily refund the unwanted item (as long as the item is non-personalized) if you would like to return it to us.
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Unfortunately, we can't accept returns of personalized goods unless the item is faulty. Please note, personalized items are hand-made for you, so our machines will print exactly the information you enter. Please double check any names, or text, for spelling mistakes and ensure you have ordered the correct size device/model number. Please note we cannot accept responsibility for spelling mistakes or incorrect size selection, unless the error was made by ourselves, as a result of the production process.
In the meantime, you can place a new order for the correct sized item. Please consult our Returns Policy - Cancellation of Order above.
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