Refund Policy

 

Thank you for shopping at cutelalaco!

Please Note:

• Orders cannot be canceled or refunded once payment is made.
• Generally, we DO NOT accept returns or refunds, except in the following cases:
  • Goods received in defective condition
  • Incorrect specification (wrong model, color, size, or item)
    (e.g., You ordered an iPhone 13 Pro Max case, but we sent an iPhone 13 case.)
  • Items out of stock
  • Other situations at our team’s discretion

Personalized items are strictly non-returnable and non-refundable unless defective or incorrectly sent.

If you encounter any issues upon receiving your order, contact us immediately. If the issue is confirmed to be our fault, you may choose:

1. Return & Exchange, or
2. Return & Refund

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Return & Exchange

If your item is defective or incorrect due to our error, you have 14 calendar days from the delivery date to request a return.

Important:

• Contact us before initiating a return to confirm your eligibility. Returns made without prior approval will not be accepted.
• Items must be unused, in original condition, with original packaging and proof of purchase.

If eligible, we will provide a return address. After inspecting your returned item, we will:

• Send the correct or replacement item.
  Note: Exchanges are only for the same item (no substitutions).

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Return & Refund

The process for returns is the same as above. If your return is approved, we will issue a refund in the form of in-store credit (a unique promo code for your next purchase).

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Shipping Costs

• You are responsible for return shipping costs, which are non-refundable.
• If a refund is issued, the return shipping cost will be deducted from your in-store credit.

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Frequently Asked Question

Q: I ordered the wrong model. Can I return/exchange it?
A: Unfortunately, we cannot accept returns, refunds, or exchanges in such cases, as the order was fulfilled based on your selection. If you need the correct model, please place a new order.

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Contact Us

If you have questions about returns, feel free to reach out. Our team is here to assist you!