Refund policy

CuuTees is committed to delivering quality products and a transparent customer experience. This Policy governs all return, exchange, and refund requests from purchases made on the CuuTees platform. By completing a purchase, you acknowledge having read and agreed to the terms below, in accordance with the Consumer Protection Act, 2019.

1. General Eligibility

To be eligible for a return, all items must meet the following conditions at the time of handover:

Unused and unworn — the item must not have been worn, washed, or altered in any way.
Original tags attached and intact.
Original packaging included.

Items that have been worn or tried on are not eligible for return. If you have worn the item and require a different size, please refer to Section 3 for Size Exchange eligibility.

Items that do not meet these conditions will not be accepted for return, regardless of the reason stated.

2. Returns

We're sorry you didn't love what you received! Here's how returns work.

2.1 Request Window

Return requests must be submitted within 5 days of the confirmed delivery date. Requests received after this period will not be processed.

Worn or tried-on items are not eligible for return under any circumstance. If you have worn the item and require a different size, please see Section 3 — Size Exchange.

2.2 How to Request a Return

Email support@cuutees.in with the following:

Your order number.
Reason for return.
Clear photographs of the product, including the design and neck size label.
Clear photographs of the original packaging with order details visible.

Note: Requests submitted without the required documentation, or outside the return window, may not be processed.

All return, exchange, and refund requests must be raised via email from your registered order email ID to support@cuutees.in. Requests sent from any other email address, or via Instagram DMs or WhatsApp messages, will not be considered valid and will not be processed.

3. Size Exchanges

A size exchange will be offered where a customer has received an item but requires a different size. Unlike returns, items that have been tried on or worn for sizing purposes are eligible for a size exchange, provided the conditions below are met.

3.1 Eligibility & Limitations

One (1) exchange per order is permitted. Please verify sizing carefully before placing your order.
Exchange requests must be raised within 5 days of delivery.
The item may have been tried on or worn for sizing purposes. However, it must be free from damage, stains, odours, or alterations.
Original tags must be attached and intact.
Original packaging must be included.
Choosing a Size Exchange forfeits your Return eligibility (Section 2) for that item. Once your replacement item has been delivered, it cannot be returned, exchanged again, or cancelled.

3.2 Exchange Process

Step 1 — Email support@cuutees.in with your order number and preferred size.
Step 2 — Upon approval, a free reverse pickup will be arranged.
Step 3 — The replacement item will be dispatched once you hand over the package to the pickup executive.

3.3 Replacement Order Cancellation

Only one (1) size exchange is offered per order. Once the replacement (exchanged) order has been created, it is custom-printed specifically for you upon confirmation of the exchange.
Mid-way cancellation — You may cancel the replacement order any time before it is delivered. In this case, 50% of the original T-shirt price will be deducted, and the remaining 50% will be issued as Store Credit. This applies to both COD and prepaid orders, and covers the reverse shipping and replacement shipping costs, which CuuTees bears in full for every size exchange.
Once the replacement order has been delivered, it is final — it cannot be returned, exchanged, or cancelled under any circumstance.
As with all our products, we do not hold pre-printed inventory — every replacement is printed only after your exchange request is confirmed. We kindly request all customers to read this policy carefully before placing an order, as exchange and cancellation terms are applied strictly as stated above.

All exchange requests must be raised via email from your registered order email ID to support@cuutees.in. Requests sent from any other email address, or via WhatsApp or Instagram, will not be considered valid and will not be processed.

4. Damaged, Defective, Incomplete or Incorrect Items

4.1 Reporting Window

Claims for damaged, defective, misprinted, incorrect, or incomplete items must be reported within 24 hours of delivery.

4.2 Required Evidence

To process a defect or damage claim, the following is mandatory. All required evidence must be provided within 24 hours of delivery:

An uninterrupted, unedited unboxing video — recorded from the moment the sealed package is opened through to full visibility of all contents.
Clear photographs of the specific defect or damage.
Clear photographs of the outer courier packaging and shipping label.

Please retain all packaging until the order has been fully inspected. Damage caused during unpacking by scissors, blades, or similar instruments may not be eligible unless supported by the above evidence. Claims without sufficient evidence may be declined.

If you do not have an unboxing video of the order and we fail to verify the cause, we are not liable for refunds/replacement of such products.

4.3 Resolution

Upon approval, CuuTees will offer one of the following, subject to availability: a replacement item, an exchange, or Store Credit (see Section 5).

5. Refunds

5.1 Processing Timeline

Approved refunds will be processed within 5–7 working days of claim verification.

5.2 Refund Method

Order cancelled before processing (Section 6): Refunded to your original payment method within 5–7 working days. No action needed from you.
All other refunds — Returns (Section 2), Damaged/Defective approved claims (Section 4), Size Exchange cancellations (Section 3.3), Undelivered/RTO orders, and COD returns: Issued as Store Credit only. We do not offer bank transfer or cash refunds for these. Store Credit is valid for 6 months from the date of issue, after which it will expire.

5.3 Deduction for Returned Products

A flat deduction of ₹100 will be made from your Store Credit per product returned — this covers reverse pickup and processing, and is to be borne by the customer. For example, returning one item worth ₹799 credits back ₹699 to your Store Credit. Returning five items deducts ₹500 in total (₹100 × 5).
If your order was placed with Express Shipping, the ₹100 express shipping charge is also non-refundable and will be deducted from your Store Credit at the time of return, in addition to the above. For example, returning one express-shipped item worth ₹899 credits back ₹699 to your Store Credit (₹899 − ₹100 return processing − ₹100 express shipping).
For orders marked 'Customer Refused to Accept' — including cases where delivery failed due to an incorrect or unreachable phone number provided at checkout — a flat ₹100 will be deducted to cover shipping and handling costs. The remaining amount will be issued as Store Credit within 5–7 working days.

🛍️ How to Use Your Store Credit?

Here's how to use it:

Step 1 — Log in Go to cuutees.in and log in to the account linked to your order email.
Step 2 — Shop as usual Browse and add anything you like to your cart.
Step 3 — It applies automatically Your Store Credit will be automatically applied at checkout. No code needed, no extra steps.
Step 4 — Place your order If your order total is less than your Store Credit, the remaining balance stays in your account for your next purchase.

Store Credit is valid for 6 months from the date it is issued. Unused balances will expire after this period.

Have any questions? Mail us at support@cuutees.in

6. Order Cancellations

Orders are generally kept on hold for approximately 8 hours after being placed before entering production. If you wish to cancel your order, please contact us as soon as possible after placing the order.

If your order has not yet entered processing, we will cancel the order and issue a full refund to your original payment method within 5–7 working days.

If you contact us too late and your order has already entered processing, cancellation will no longer be possible as production has already started. In such cases, you will need to wait for the delivery attempt and refuse the package at the time of delivery.

Once the shipment is marked as RTO (Return to origin) or Customer refused to accept, your refund will be processed within 5–7 working days as Store Credit (see Section 5.2).

If the order was placed with Express Shipping, the ₹100 express shipping charge is non-refundable and will be deducted from the Store Credit issued for RTO or refused-delivery orders.

6.1 What is Processing Time?

All CuuTees products are made on demand. We do not keep pre-printed inventory.

Processing time includes reviewing your order, printing the product, quality checks, packing, and preparing it for shipment. During this stage, you may contact us to request changes such as address updates or order cancellation.

Once your product has entered the printing stage, we are unable to cancel, modify, or refund the order, as it is being custom-produced specifically for you.

7. Special Categories

7.1 Customised & Made-to-Order Products, and Store Credit Purchases

Not eligible for return or exchange — except where a manufacturing defect is established under Section 4. This applies to personalised/customised items and to any order paid for fully or partially using Store Credit.

7.2 Clearance & Sale Items

All clearance and sale items are final sale — not eligible for return/exchange or refund. In the event of a verified defect, an exchange for the identical product (subject to availability) may be offered.

7.3 Gifts & Bundled Items

Complimentary gifts, promotional bundles, or free items included with your order must be returned unused alongside the main product. Failure to do so may result in rejection or partial processing of the return.

7.4 Gift Orders and Third-Party Purchases

Where an order is placed and paid for by one individual for delivery to another recipient, any requests relating to cancellation, return, exchange, refund, or modification of the order may only be initiated by the original purchaser unless otherwise approved by CuuTees in writing.

Refunds, where applicable, will only be issued to the original payment method used during checkout, or as Store Credit per Section 5.2.

CuuTees is unable to disclose purchaser information to recipients or third parties except where required by law.

8. Pickup & Logistics

8.1 Customer Responsibilities

The product must be securely packed and ready at the scheduled pickup time.
The customer must be available to hand over the package to the pickup executive.

8.2 Failed Pickup

If pickup fails due to customer unavailability, refusal, or the package not being ready, a rescheduled attempt cannot be guaranteed and the return request may be cancelled.

8.3 Delivery Address

Customers are responsible for providing accurate delivery addresses. CuuTees is not liable for delivery failures due to incorrect address information.

9. Policy Misuse & Fraud Prevention

CuuTees reserves the right to decline requests where there is reasonable evidence of:

Policy misuse or abuse.
Fraudulent or bad-faith claims.
Abnormal or repeated return patterns.
Breach of any term of this Policy.

All requests are reviewed under the policy version in effect at the date of purchase.

10. Customer Support

For all queries, email support@cuutees.in. Support hours: Monday to Friday, 10:00 AM – 6:00 PM IST. Emails outside business hours will be addressed the following working day.

11. Policy Updates

CuuTees reserves the right to amend this Policy at any time. The version applicable at the time of purchase governs that transaction.

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