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Returns and Refunds Policy

FAULTY RETURNS:
We want you to be satisfied with your purchase, but in the event that you receive a faulty item in your online order, please contact us at hello@cuteli.store

please contact us with your order number, details of the fault and any relevant photos.

YOUR RIGHT TO A REFUND OF PURCHASE PRICE
You are entitled to a refund for items you purchase from CuteliKawaii if the item is:

(a) faulty and the fault or defect was not pointed out to you before you purchased it or would not have been apparent to you when you inspected the goods before purchase; or

(b) Not 'of merchantable quality', meaning that it is not of the quality that you reasonably expected when you purchased it, bearing in mind the way the item was described to you before your purchase and also the price of the item; or

(c) Not fit for its purpose, meaning that the item does not do what you reasonably expected it would, and you return the item within a reasonable time after purchase and provide CuteliKawaii with proof of purchase, such as your CuteliKawaiireceipt or bank statement. (Please do not send your purchase back to the manufacturer address)

CuteliKawaii is not liable for

  • Any incorrect addresses provided by the customer
  • Refusal of package delivery, and non-delivery due to customs clearances
  • or failure of the customer to collect their order delivery from a collection point eg. (post office, parcel locker).
  • Orders cannot be refunded if deliveries are abandoned
  • In the case of refusal of package deliveries, customers are liable for return shipping costs that may incur.
In the situation the delivery of the customers order is automatically returned to us by the postal service due to any reason:
  • The customer is entitled to a refund (Processed when item is fully returned to our warehouse)
  • a $5aud restocking fee (per item) applies to each returned item
  • shipping fees are none refundable
  • discounts are none refundable

CHANGE OF MIND RETURNS:
Didn’t love your new purchase? No problems!

All change of mind returns must be completed within 7 days of purchase from the date you receive your online order.
Full and sale Price item: refundable when item is sent back to CuteliKawaii


CuteliKawaii 'CHANGE OF MIND POLICY'
CuteliKawaii is not legally obliged to give refunds of the purchase price or gift cards on items, or exchange them, simply because you have changed your mind about the purchase.

However, under our own CuteliKawaii 'Change of Mind Policy', if you simply change your mind we do offer a refund, exchange or gift card of value equivalent to the purchase price for most items provided that:

(a) you return the item within 7 days from the date you receive it); and

(b) the item is unworn/unused and in its original condition; and

(c) all original labels and tickets are attached to the item; and

(d) you provide an original CuteliKawaiie invoice as proof of purchase; and


CuteliKawaii 'Change of Mind Policy' does NOT apply under any circumstances to purchases of the following items:

(a) earrings

(b) Beauty items

(c) lingerie

(d) hosiery/socks

(e) swimwear

Due to the current pandemic condition with sanitary concerns, all headphones are FINAL SALE and cannot be returned


RETURNS PROCESS

Need to return an item?
CuteliKawaii will provide you the return address for the item to be sent back to Australia.

We recommend you send your goods back using a trackable delivery service as CuteliKawaii does not accept responsibility for items lost in transit. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.We can't guarantee that we will receive your returned item and cannot refund returned orders which we don't receive.

Once your return items are received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

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.

Refunds will be credited against your original method of payment, excluding delivery charges & any promotional codes/discounts used.

Please note that we do not process refunds in advance of returns parcels arriving at our facilities under any circumstances.

In the event that you receive a faulty item in your online order, please contact us with your order number, details of the fault and any relevant photos.


Late or missing refunds (if applicable)
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. Refunds can take up to 5 to 10 business days to process from approval of refund. 


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 hello@cuteli.store


Product Exchanges
If you wish to exchange your purchase, please email us at hello@cuteli.store, you will need to return it for a refund and place a new order online.