Refund policy

Refund & Returns Policy

Last updated: September 13, 2026

We want you to be happy with your Cutiepotsy character.

If something isn't right with your order, please contact us at hello@cutiepotsy.com and we'll do our best to help.

30-Day Returns

We accept eligible returns within 30 days of delivery.

To be eligible for a return, the item should be:

in the condition in which you received it;
unused and undamaged;
in its original packaging, where reasonably possible; and
accompanied by your order number or other proof of purchase.

To request a return, contact us at hello@cutiepotsy.com before sending anything back.

Please do not send an item back without first contacting us and receiving return instructions.

Return Shipping

Unless the item is defective, damaged on arrival, incorrect, or otherwise covered by applicable consumer law, the customer is responsible for the cost of returning an unwanted item.

The original shipping charge, if any, may be non-refundable unless otherwise required by applicable law.

We will provide return instructions after reviewing your request.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us at hello@cutiepotsy.com as soon as possible after delivery.

Please include:

your order number;
photographs of the item;
photographs of the packaging; and
a brief description of the issue.

If the item is confirmed to have arrived damaged or defective, we may offer a replacement or a refund, depending on the circumstances and availability.

Please keep the item and its packaging until your claim has been resolved.

Wrong Item or Missing Item

If you receive an item that is different from what you ordered, or an item is missing from your order, please contact us at hello@cutiepotsy.com.

We will investigate the issue and, where appropriate, arrange a replacement or refund.

Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will normally be issued to your original payment method.

We will process approved refunds within 10 business days. Your bank or payment provider may require additional time to make the funds available to you.

If you have not received your refund after a reasonable processing period, please contact us at hello@cutiepotsy.com.

Exchanges

If you would like a different product, the simplest option is generally to return the original item in accordance with this policy and place a new order.

For defective, damaged or incorrect items, please contact us before placing a replacement order.

Sale Items

Sale and promotional items are eligible for returns under the same policy unless a specific promotion clearly states otherwise, subject always to applicable consumer law.

European Union / EEA Consumer Rights

If you are located in the European Economic Area and applicable consumer protection laws give you additional rights, those rights are not affected by this policy.

For eligible online purchases, consumers in the EEA generally have a 14-day withdrawal period beginning when the consumer or a person designated by the consumer receives the goods, subject to applicable legal exceptions.

Where applicable, statutory rights relating to defective or non-conforming goods also apply.

Nothing in this policy is intended to limit any rights you may have under mandatory consumer protection laws.