At Cutiemoon Apparel, we want you to have a positive shopping experience. If your purchase does not meet your expectations, this Refund & Returns Policy explains the conditions for returns, exchanges, refunds, and order cancellations.
Please read this policy before placing an order. By purchasing from Cutiemoon Apparel, you agree to the applicable terms of this policy, subject to your rights under applicable law.
1. Return Window
Eligible products may be requested for return within 30 days of delivery.
Return requests submitted after this period may not be accepted, except where a different remedy is required by applicable law.
To qualify for a standard return, the item must:
- Be unused, unworn, and unwashed.
- Be in its original condition, without stains, damage, alterations, or signs of wear.
- Have its original tags and packaging, where applicable.
- Include a valid order number or proof of purchase.
All returns are subject to review and approval based on these conditions.
2. Return Shipping Costs
Customers are responsible for return shipping costs for standard returns.
If you request a return because you changed your mind, selected the wrong size, or no longer want the product, you must arrange and pay for the return shipment.
Original shipping charges are not refundable for standard change-of-mind returns, except where required by applicable law.
If your order arrives damaged, defective, or incorrect, please contact us before returning the item. We will review the issue and arrange an appropriate resolution in accordance with our policy and applicable law.
We recommend using a shipping service with tracking and keeping your shipping receipt until your return has been received and processed.
3. How to Request a Return
To initiate a return:
- Email cutiemoonapparel14@gmail.com with your order number and reason for the return.
- Explain whether you are requesting a return, exchange, or refund.
- Include clear photographs if the item is damaged, defective, or incorrect.
- Wait for our team to review your request and provide return instructions.
- If approved, securely package the item and ship it according to the instructions provided.
Please do not send a return without contacting us first. Returns sent without the necessary order details or to an unauthorised address may be delayed.
4. Damaged, Defective, or Incorrect Items
We want customers to receive the products they ordered in acceptable condition.
If you receive an item that is damaged, defective, or different from what you ordered, contact us as soon as possible after delivery.
Please provide:
- Your order number.
- A description of the issue.
- Clear photographs of the item and its packaging, where relevant.
Our team will review the information and advise you on the next steps. Depending on the circumstances, the resolution may include a replacement, exchange, refund, or another appropriate remedy.
Where the issue is attributable to Cutiemoon Apparel, we will address return-shipping costs as appropriate and in accordance with applicable law.
5. Refund Policy
Refunds are available for eligible returns approved under this policy and where a refund is an applicable remedy.
Once your returned item has been received and inspected, we will notify you of the outcome of the review.
If your refund is approved:
- The refund will generally be issued to the original payment method.
- We aim to initiate the refund within 7–10 business days after the return has been received and approved.
- The time taken for the amount to appear in your account may depend on your bank or payment provider.
If your refund has not appeared after the expected processing period, please contact us with your order number.
Nothing in this policy excludes any refund or other remedy required by applicable law.
6. Exchanges
Eligible items may be considered for exchange within the 30-day return window, subject to the conditions described in this policy and product availability.
To request an exchange, email cutiemoonapparel14@gmail.com with your order number, the item you wish to exchange, and the requested replacement size or product.
Exchanges are subject to approval and stock availability. If the requested replacement is unavailable, our team will explain the available alternatives.
Customers are responsible for return shipping costs for standard exchanges. If an exchange is required because an item was damaged, defective, or incorrect, we will review the issue and handle shipping costs as appropriate under applicable law.
7. Non-Returnable Items
Unless applicable law requires otherwise, the following may be excluded from standard change-of-mind returns:
- Products explicitly marked as Final Sale before purchase.
- Personalised or custom-made products that cannot reasonably be resold, where the exclusion is permitted by law.
- Items returned in a used, washed, altered, or damaged condition that does not meet the return requirements.
A product will not be excluded from a remedy required by applicable law merely because it is marked as final sale.
Please review the product description and any applicable product-specific conditions before completing your purchase.
8. Order Cancellations
If you wish to cancel an order, contact us as soon as possible at cutiemoonapparel14@gmail.com and include your order number.
Cancellation may be possible before the order is processed or dispatched. Once an order has been dispatched, cancellation may no longer be possible, and the applicable return process may need to be followed.
If a cancellation is accepted and payment has already been collected, any applicable refund will be processed in accordance with this policy and applicable law.
9. Return Inspection and Processing
Returned items may be inspected to confirm that they meet the applicable return conditions.
We will notify you if your request is approved or if there is a problem with the returned item. Items that do not meet the stated conditions may not qualify for a standard change-of-mind return, subject to applicable legal rights.
Please retain your order confirmation and return-shipping tracking information until the matter is resolved.
10. Contact Us
For questions about returns, refunds, exchanges, or order cancellations, contact:
Cutiemoon Apparel
Email: cutiemoonapparel14@gmail.com
Website: cutiemoonapparel.com
Please include your order number in your message so our team can assist you efficiently.
We appreciate your support and thank you for shopping with Cutiemoon Apparel.