Scope and General Approach

This policy applies to orders submitted through the service and explains how return, refund, exchange, and damage-related requests are generally handled. The aim is to keep the process clear and reasonably straightforward while allowing for case-by-case review where appropriate.

Return Window and Basic Conditions

Unless stated otherwise, a return request may be submitted within 30 calendar days after delivery. To be considered for processing, the item should generally meet the following conditions:

• The item remains unused, unwashed, and in a resalable condition
• Original tags, labels, and packaging are retained where applicable
• The item is not marked or otherwise identified as a final-sale product
• The return shipment is dispatched before the end of the applicable return window

Important Exception

Customised or personalised items are generally not eligible for return unless they arrive damaged or show a manufacturing defect.

How to Submit a Return Request

A return request can usually be started in three general steps:

1. Contact Support
   Send a message to support@douglascuddletoy.com. Please include the order reference and a brief explanation of the reason for the return.
2. Obtain a Return Authorisation Reference
   The request will be reviewed and, where applicable, a return authorisation reference and further shipping instructions will be provided. Parcels sent without a valid reference may not be processed.
3. Pack and Send the Item
   Once the reference has been received, securely repack the item and send it to the return address provided during the process. Original packaging is recommended where available.

• Return shipping costs are generally the responsibility of the buyer where the item is intact and the order was fulfilled correctly
• Tracked shipping or additional insurance is strongly recommended to reduce the risk of loss or damage in transit

Refund Handling Time

After a returned item has been received and inspected, an approved refund will normally be issued to the original payment method.

• Please allow approximately 7 to 12 business days for the funds to become visible on your statement
• Actual timing may vary depending on the bank or payment provider involved
• Original outbound shipping charges are generally non-refundable, except where the item was defective or an incorrect item was sent

Damaged, Defective, or Incorrect Items

Items are normally checked before dispatch. If a parcel arrives damaged, the product shows a manufacturing defect, or an incorrect item was received, the matter will be reviewed with no additional charge where the issue is confirmed. To submit a claim:

1. Send the support request within 7 calendar days after delivery
2. Include clear photos showing the damage, defect, or incorrect item, together with a short written description
3. Where the claim is accepted, a full refund or a replacement may be offered

Exchanges

If the same product is needed in another size, colour, or variant, an exchange may be requested within the standard 30-day return period:

• Eligibility: The item should remain unused and retain all original tags and packaging where applicable
• Process: The same general return workflow described above should be followed
• Fulfilment: After the returned item has been inspected, the requested replacement variant may be dispatched where available

Items Generally Not Eligible for Return or Refund

For hygiene, safety, and general handling reasons, the categories below are normally not eligible for return or refund:

1. Custom engraved or personalised products
2. Physical and digital gift cards
3. Intimate apparel and swimwear, unless unworn and with all tags attached

Final-Sale Items

Products identified as final sale at the time of purchase are generally not eligible for return, exchange, or refund. This limitation is normally applied without exception.

Further Assistance

If clarification is needed regarding return conditions, refund timing, or exchange requests, support may be contacted using the email address below.

Email: support@douglascuddletoy.com