Refund policy

Returns
You can return any item within 30 days of delivery. The item must be unused, in its original condition and packaging.

To start a return, email info@hellocuddly.com with your order number. We will reply with the return address and instructions. Please do not send items back without contacting us first.

Return shipping is paid by the customer, unless the item is defective, damaged or not what you ordered.

Right of withdrawal (EU and France)
If you are a consumer, you have 14 days from the day you receive your order to withdraw from your purchase, without giving any reason. To exercise this right, send us a clear statement by email to info@hellocuddly.com, or use the model withdrawal form below. You then have 14 days to send the item back.

The right of withdrawal does not apply to items made to your specifications or clearly personalised, or to sealed items unsealed after delivery that cannot be returned for hygiene reasons.

Refunds
We refund all payments received, including the original standard delivery cost, within 14 days of receiving your withdrawal request. We may wait until we receive the item back, or proof that you have sent it, whichever comes first. Refunds go to your original payment method at no extra cost to you. You may be liable for any loss in value caused by handling the item beyond what is needed to check it.

Cancelling an order
You can cancel your order free of charge before it ships by emailing info@hellocuddly.com. Once shipped, use the return process above.

Damaged, defective or wrong items
Please check your order on arrival. If an item is damaged, defective or incorrect, email info@hellocuddly.com with your order number and a photo. We will send a replacement or refund you in full, at no cost to you.

Legal guarantees
Independently of this policy, all products benefit from the legal guarantee of conformity (Articles L.217-3 et seq. of the French Consumer Code), for 2 years from delivery, and the guarantee against hidden defects (Articles 1641 to 1649 of the French Civil Code). Under the guarantee of conformity, you may choose between repair and replacement, free of charge.

Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)

To: Lumerce Media (Cuddly), 128 rue La Boétie, 75008 Paris, France – info@hellocuddly.com

I hereby give notice that I withdraw from my contract for the sale of the following goods:

  • Ordered on / received on:
  • Order number:
  • Name of consumer:
  • Address of consumer:
  • Signature (only if this form is sent on paper):
  • Date: