Refund policy

Last Updated: July 9, 2026

We want you to be happy with your Cuddleluna plush. If something isn't right, this page explains exactly how returns and refunds work, what qualifies, and what to expect at each step.

Return Window

You may request a return within 30 calendar days of the delivery date. Returns requested after this 30-day window cannot be accepted.

Holiday Return Extension

During major holiday shopping periods, such as the Christmas season, we may extend the standard return window to give customers more flexibility. Any seasonal extension and its exact dates will be announced separately on our website or communicated directly by our customer service team, so please check for current details if you're purchasing around a holiday.

What Can Be Returned

We accept returns for two situations:

Buyer's remorse – you simply changed your mind and no longer want the item, even though it isn't defective
Defective or damaged items – the product arrived with a manufacturing defect, was damaged in transit, or we sent the wrong item

To be eligible, the item must be unused, with all original tags attached, in its original packaging, and show no signs of wear, washing, or damage caused after delivery.

Items That Cannot Be Returned

For hygiene and quality-control reasons, we're unable to accept returns in the following cases:

Items that have been used, washed, or altered in any way
Items missing their original tags or original packaging
Weighted plush items where the internal weighted insert has been opened, removed, or tampered with
Items damaged due to customer misuse after delivery
Return requests made after the 30-calendar-day window has passed

Who Pays for Return Shipping

If the item is defective, damaged, or we shipped you the wrong product, Cuddleluna covers the return shipping cost and will provide a prepaid return shipping label.
If you are returning an item for buyer's remorse (i.e., the product itself has no quality issue), you are responsible for arranging and paying for the return shipping. A prepaid label is not provided in this case.

No Restocking or Handling Fees

We do not charge any restocking fee or return handling fee for eligible returns made within the 30-day window. You only need to cover the return shipping cost when applicable, as described above.

How to Start a Return

Contact us by email at service@cuddleluna.com or by phone at +1 518-241-1445 within 30 calendar days of delivery. Please include your order number and the reason for the return.
Wait for confirmation – our team will review your request, confirm whether the item is eligible, and send you return instructions. If the item is defective or incorrect, we'll email you a prepaid return shipping label at this step.
Pack the item securely, with all original tags and packaging intact, and ship it to the return address listed below.
We inspect the return once it arrives at our warehouse to confirm it meets the return conditions.
Refund is issued once inspection is complete.

Return Address

All returns must be shipped to our US warehouse at:

1204 Broadway, New York, NY 10001, United States

Please send your return only to this address. Do not mail returns to our China factory address or any other location, as this will delay processing and may prevent your refund from being issued correctly.

Refund Timeline

Once we receive and inspect your returned item, we process refunds within 3–5 business days. The refund is issued to your original payment method. Depending on your bank or card issuer, it may take a few additional business days for the funds to appear in your account.

A Note on Custom or Personalized Orders

All items sold on Cuddleluna are ready-made products; we do not offer customized or personalized items. This policy applies equally to every product in our catalog.