Return & Replacement Policy
Did you receive a wrong, damaged, defective product, or a product with missing parts? Do not worry, our support & operations team is ready to assist you in the best possible way. Our goal is to provide the best service to our customers.
Return Policy & Procedures
Customers can return products that are wrong, damaged, defective, or have missing/incomplete parts. If the product is damaged, the customer must notify the designated courier company and Cutaw within 3 days after delivery, and if the condition is different, the return period applies for 30 days after delivery. Our policy does not handle customer complaints after 30 days of delivery. We apologize for any inconvenience caused.
If the return request is approved, the customer will receive a return shipping label via email. The customer must print this label and paste it onto the returned product. The designated shipping company will contact the customer to collect the package from the customer's original shipping address, and the customer is responsible for handing over the package along with the product and label to the shipping company. The shipping company will then handle the return process and ensure the product is returned to one of Cutaw's international warehouses. The customer will not be charged any return fees.
Customers must meet the following requirements to return any product:
- Customers must contact us within 30 days after delivery.
- The product must be in unused and resalable condition.
- The product must be in its original packaging including the brand/manufacturer box, retail price tags intact, user manuals, and warranty cards.
- The product must be returned by the customer intact along with all accessories or free gifts included inside.
- Customers need to contact our support team to report issues related to damaged, defective, or wrong products.
- Customers are required to provide/upload all required images & videos along with a short and detailed description that will help the team investigate the case.
Products Not Eligible for Return
The following products are not eligible for a return:
The following products are not eligible for a return:
- Products with missing labels or accessories.
- Digital products.
- Products that have been tampered with or are missing serial numbers.
- Products that have been used or installed by the customer.
- Any product that is not in its original form or packaging.
- Refurbished products or used products are not eligible for return.
- Products that are not damaged, defective, or different from what was originally ordered.
Refund Policy & Procedures
In the event of a return, the refund process will only begin after the product is received, inspected, and examined at our warehouse facility, showing that the product meets the eligibility criteria. Approval or rejection of the refund depends on the investigation conducted by the responsible team.
In the event of a return, the refund process will only begin after the product is received, inspected, and examined at our warehouse facility, showing that the product meets the eligibility criteria. Approval or rejection of the refund depends on the investigation conducted by the responsible team.
Once we initiate the refund process, it takes approximately 7-10 business days for the amount to reflect in the original payment method. However, this may vary depending on bank settlement standards. Please contact our support team for more information.
Customs, Duties, and VAT Refund Policy
Customs, duties, and VAT refund policy if the product received is wrong, damaged, defective, or short of components:
Customs, duties, and VAT refund policy if the product received is wrong, damaged, defective, or short of components:
- If the customer is charged customs fees, taxes, or VAT upfront by Cutaw, the amount will be refunded through the payment gateway.
- If customs, taxes, or VAT are not charged upfront by Cutaw, the amount will only be refunded as Credit / Deposit.
Please note that customs, taxes, and VAT will not be refunded unless the product shipped is wrong, damaged, defective, or has missing/incomplete parts.