Refund policy

Returns & Exchanges

Can I return an item?

We accept returns of eligible items purchased from CUiRASÉX.com.

Please notify us of your decision to return an item within 14 calendar days of delivery. Once your return has been authorized, the item must be dispatched within the following 14 calendar days.

Nothing in this policy affects any rights you may have under applicable consumer law.

How do I request a return?

Email customercare@cuirasex.com with:

• Your order number

• The item you wish to return

• The reason for the return

• Photographs, if the item arrived damaged, faulty or incorrect

If your request is accepted, we will issue a Return Authorization and provide the applicable return address, shipping method and customs instructions.

Please do not return an item before receiving authorization. Returns must be sent only to the address provided in the Return Authorization.

What condition must the item be in?

Returned items must be unused, uncarried and in their original condition.

All original packaging, protective materials, dust bags, tags, accessories and accompanying documents must be included. Please handle the item only as you would when examining it in a retail store.

We reserve the right, where permitted by applicable law, to reduce a refund if the item has been handled beyond what is reasonably necessary to examine it or is returned incomplete, damaged or showing signs of use.

Authorization of a return does not guarantee a refund. All returned items are inspected after arrival.

How is return shipping arranged?

After your return has been authorized, CUiRASÉX will provide the return address and applicable shipping instructions.

Where available, we may provide a prepaid, tracked return label. If the return is due to a change of mind, the actual cost of this label will be disclosed before it is issued and deducted from your refund.

If a prepaid return label is unavailable for your location, we will specify an approved tracked shipping method. You will then arrange and pay for the return shipment directly.

Returns must be sent using the shipping method provided or approved by CUiRASÉX. A tracked service with proof of acceptance is required, and signature confirmation or shipment protection may also be required depending on the destination and value of the item.

Please retain your receipt and tracking information until your refund has been completed.

Who pays for return shipping?

For change-of-mind returns, the customer is responsible for return shipping costs.

If an item is confirmed to be faulty, damaged in transit, incomplete or different from the item ordered, CUiRASÉX will arrange the return or reimburse reasonable return shipping costs approved in advance.

We cannot reimburse shipping services selected by the customer without prior authorization.

What if my order arrives damaged, faulty, incomplete or incorrect?

Please contact customercare@cuirasex.com as soon as reasonably possible and include clear photographs of:

• The item and the reported issue

• The outer shipping carton

• The internal packaging

• The shipping label

An unboxing video may be helpful when available, but it is not a mandatory condition for contacting us or exercising your applicable legal rights.

Please retain the item and all packaging while we review your claim. Depending on the circumstances and applicable law, the appropriate remedy may include repair, replacement or refund. Replacements are subject to availability.

CUiRASÉX will provide or approve the return arrangements for a confirmed faulty, damaged, incomplete or incorrect item.

Do you offer exchanges?

We do not currently offer direct exchanges.

If you would like another design, colour or style, please return the original item and place a new order. As each design is limited in quantity, availability cannot be guaranteed while a return is being processed.

When will I receive my refund?

After receiving your return, we aim to inspect it within five business days.

Once approved, the refund will be issued to the original payment method. Your bank or payment provider may require an additional five to ten business days to post the funds to your account.

Where permitted by applicable law, we may withhold the refund until we have received the returned item or you have supplied acceptable evidence that it has been dispatched.

What will be refunded?

For an approved change-of-mind return, we will refund the purchase price of the returned item, less the cost of any prepaid return label supplied by CUiRASÉX.

Original delivery charges are non-refundable except where reimbursement of standard delivery charges is required by applicable law.

For a confirmed faulty, damaged, incomplete or incorrect item, we will refund or reimburse the applicable standard shipping and approved return costs in accordance with applicable law.

Import duties, taxes and customs charges paid directly to a government authority, carrier or customs broker are not collected by CUiRASÉX and cannot be refunded by us. You may be able to apply to the relevant authority for reimbursement.

Are customs documents required for a return?

Yes. International returns must be accompanied by accurate customs documentation.

CUiRASÉX will provide the appropriate instructions after your return has been authorized. The contents, purchase value and reason for return must be declared accurately. Please do not alter the declared information or describe the item as a gift.

Additional expenses resulting from inaccurate documentation, an unauthorized shipping method or shipment to an incorrect address may be deducted from the refund where permitted by applicable law.

What happens if I refuse delivery or do not collect my order?

Refusing delivery or failing to collect an order does not constitute an authorized return.

If a parcel is returned to us because delivery was refused, import charges were not paid, or the parcel was not collected, the reasonable outbound and return transportation costs, customs charges and carrier fees incurred may be deducted from the refund where permitted by applicable law.

Can I cancel or modify my order?

Please contact customercare@cuirasex.com immediately if you need to cancel or modify an order.

As ready-to-ship orders may be processed quickly, we cannot guarantee that a change or cancellation will be possible. Once an order has been dispatched, the return procedure described above will apply.