Returns, Refunds & Defective Products Policy

Last Updated: 2 October 2026

Cuddbi wants customers to receive products that are safe, functional, of acceptable quality and as described on our website.

This policy explains how Cuddbi handles returns, defective products, refunds, replacements and other applicable consumer remedies.

This policy is subject to the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”), and other applicable South African law.

Nothing in this policy is intended to remove, restrict or waive any consumer right that cannot legally be excluded.

1. Change-of-mind returns

Cuddbi does not generally offer voluntary refunds or returns simply because a customer has changed their mind, ordered the wrong product, no longer wants the product, or found the product cheaper elsewhere.

However, this does not limit any statutory right a customer may have under applicable South African law.

Where the CPA or another applicable law gives you a right to cancel, return goods or receive a refund, Cuddbi will honour that right.

2. Defective or unsafe products

If a product is defective, unsafe, of poor quality, not reasonably suitable for its intended purpose, or otherwise does not meet applicable statutory requirements, please contact Cuddbi.

Under the CPA, goods are generally subject to an implied warranty of quality.

Where the requirements of the CPA are met, a consumer may return qualifying goods within six months after delivery without penalty and at the supplier’s risk and expense.

The consumer may have the right to choose an applicable remedy, including:

• Repair of the product;
• Replacement of the product; or
• A refund of the price paid.

Cuddbi will process qualifying statutory returns in accordance with the CPA.

3. Products damaged during delivery

If your product arrives visibly damaged, please contact us as soon as reasonably possible.

Please provide:

• Your order number;
• Photographs of the product;
• Photographs of the packaging;
• A description of the damage; and
• Any other information reasonably required to investigate the issue.

We may need to inspect the product and/or packaging before determining the appropriate remedy.

Where the damage gives rise to a statutory consumer remedy, Cuddbi will provide the remedy required by applicable law.

4. Incorrect product

If you receive a product that is materially different from the product you ordered, please contact us.

Where the incorrect delivery gives rise to a statutory return or other remedy, Cuddbi will arrange an appropriate remedy in accordance with applicable law.

This may include supplying the correct product or providing a refund where required.

5. Missing parts or accessories

If a product is delivered without parts or accessories that were included in the product description or purchase agreement, contact us as soon as possible.

We will investigate the issue and provide an appropriate remedy where required by law.

6. What is not generally considered a defect

A product will not necessarily be considered defective merely because:

• You changed your mind after purchasing it;
• You selected the wrong size, colour or variation;
• You no longer want the product;
• You expected the product to look different from its accurate description;
• The product has normal wear and tear;
• The product was damaged through misuse, abuse, negligence or accidental damage after delivery;
• The product was modified or repaired without authorisation;
• The product was used contrary to its instructions; or
• The issue resulted from circumstances for which Cuddbi is not responsible.

This section does not limit any rights you may have under applicable law.

7. Examination of returned products

Where reasonably necessary, Cuddbi may inspect a returned product to determine the nature and cause of the reported problem.

We may request reasonable information, photographs, videos or other evidence to help us assess the issue.

An inspection is not intended to remove or reduce any consumer right provided by law.

8. Return shipping costs

Where a return is required because of a qualifying defective, unsafe, incorrect or otherwise legally returnable product, Cuddbi will handle return costs in accordance with applicable law.

Where a customer requests a return that is not required by law and that Cuddbi voluntarily agrees to accept, the customer may be responsible for applicable return or delivery costs.

9. Refunds

Where Cuddbi is required to provide a refund, the refund will normally be made using the original payment method where reasonably possible.

The timing of a refund may depend on the payment provider and banking system used for the original transaction.

Cuddbi will not intentionally delay a refund beyond the period permitted by applicable law.

10. Replacements

Where a replacement is selected or otherwise required, Cuddbi will provide a replacement in accordance with applicable law and subject to product availability.

If the same product is unavailable and the law requires another remedy, Cuddbi will provide the applicable remedy.

11. Repairs

Where repair is selected or applicable, Cuddbi may arrange for the product to be repaired.

If a repaired product experiences a further failure or the original problem is not remedied in circumstances covered by the CPA, further remedies may apply.

12. Products damaged by the customer

Cuddbi is not responsible for damage caused after delivery by misuse, abuse, negligence, unauthorised modification, incorrect installation, incorrect use or failure to follow reasonable product instructions.

This does not affect any statutory rights that apply where the issue was not caused by the customer.

13. How to request a return or refund

To request a return, replacement, repair or refund, contact:

Email: cuddbisa@gmail.com

Please provide:

• Order number;
• Name used for the order;
• Product;
• Reason for the request; and
• Photographs/videos where relevant.

Please do not send products back to an address without first contacting Cuddbi unless otherwise required by applicable law.

14. Inspection and processing

After receiving a return request, Cuddbi may reasonably investigate the issue and, where appropriate, inspect the product.

We will communicate with you regarding the applicable outcome.

Where the law gives you a specific remedy or choice of remedy, Cuddbi will comply with the applicable legal requirement.

15. Legal rights take priority

This policy is intended to explain Cuddbi’s return process and does not replace applicable consumer-protection legislation.

Nothing in this policy excludes or limits:

• Rights granted to consumers under the Consumer Protection Act;
• Rights granted under the Electronic Communications and Transactions Act;
• Any applicable implied warranty;
• Any applicable cooling-off or cancellation right;
• Any other mandatory statutory right; or
• Any remedy that cannot legally be excluded.

If a provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

16. Fraudulent or abusive claims

Cuddbi may investigate suspected fraudulent, dishonest or abusive return claims.

We may request reasonable evidence relating to a claimed defect or delivery problem.

Nothing in this section permits Cuddbi to refuse a legitimate statutory consumer remedy.

17. Contact

For all return, refund, replacement or defective-product enquiries:

Cuddbi
Email: cuddbisa@gmail.com
Address: 923 Newport Rd, Port Edward

Last Updated: 2 October 2026