Refund policy

Last Updated: July 23, 2026

At CuteCharmCo.store, we want every order to feel like a small package of happiness. We carefully select our cute keychains, plush accessories, bag charms, collectible pendants, and lifestyle gifts with the goal of bringing a little more joy and personality to your everyday essentials. We understand, however, that an item may occasionally arrive damaged, differ from what you expected, or simply not be the right match for you. This Return & Refund Policy explains how returns, exchanges, replacements, cancellations, and refunds are handled when you shop with CuteCharmCo.store.

This policy is designed for use with our Shopify store. Shopify allows merchants to publish written return and refund policies and manage returns, exchanges, and refunds through their store administration. Please review this policy carefully before completing your purchase. Nothing in this policy is intended to limit any mandatory consumer rights that may apply to you under the laws of your province, state, territory, or country. Ontario guidance notes that retailers are generally not required to accept ordinary returns unless their stated policy or another legal right applies, which makes the terms published by the retailer especially important.

1. Our 30-Day Return Promise

CuteCharmCo.store offers eligible customers a 30-day return period. You may request a return within 30 calendar days after the date your order is marked as delivered by the applicable shipping carrier. To qualify, your return request must be submitted before the end of this 30-day period.

A return request is not automatically approved merely because it was submitted within 30 days. The item must also satisfy the eligibility requirements described in this policy. Once your request has been reviewed, our customer care team will provide instructions regarding the next steps. Please do not send an item to our business address or to any address shown on the shipping package unless our team has specifically authorized the return and provided the correct return destination.

Items sent back without prior return authorization may be refused, delayed, returned to the sender, or deemed ineligible for a refund. Return locations may vary depending on the customer’s country, the product, the original fulfilment location, and the reason for the return.

2. Return Eligibility Requirements

To be eligible for a standard return, the product must be in the same general condition in which it was received. It must be unused, unworn, unwashed, undamaged, and free from stains, odours, pet hair, smoke exposure, cosmetic marks, alterations, or other signs of use. All original components, charms, rings, clasps, straps, accessories, inserts, instruction materials, labels, protective coverings, and packaging should be included whenever reasonably possible.

For plush products, the item must not have been washed, heavily handled, displayed in an environment that may transfer odours, or altered in any way. For keychains, acrylic charms, silicone pendants, metal accessories, and similar items, the product must not show scratches, dents, bending, engraving, attachment damage, or wear resulting from use.

You must also provide satisfactory proof of purchase. This may include your order number, confirmation email, receipt, or the email address used when placing the order. We may ask for clear photographs or a short video showing the product, packaging, shipping label, and reported issue before approving a return, replacement, or refund.

Products that do not meet these conditions may be refused or may qualify only for a partial refund where permitted by law.

3. Free Eligible Returns

CuteCharmCo.store provides free return assistance for approved and eligible returns made within the applicable 30-day return period. Depending on your location and the circumstances of the return, we may provide a prepaid return label, reimburse reasonable approved return postage, arrange another return method, or resolve the matter without requiring the item to be physically returned.

You must follow the return method and carrier instructions provided by our customer care team. We cannot guarantee reimbursement for shipping services independently selected by the customer without prior written approval. Express delivery upgrades, premium courier services, packaging services, insurance, and other additional expenses are not reimbursable unless we have agreed to them in writing before the return is sent.

Where a prepaid label is issued, the package must be handed to the designated carrier within the time stated in our return authorization. Failure to send the parcel within that period may result in the authorization expiring. You are responsible for packing the item securely so that it is not damaged during return transportation.

Free returns do not cover unauthorized returns, returns submitted after the return period, deliberately damaged products, false claims, prohibited items, or packages sent using a method that was not approved by CuteCharmCo.store.

4. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your order as soon as possible after delivery. Contact us promptly if your item is damaged, defective, materially different from its product description, incomplete, or not the item you ordered.

Email support@CuteCharmCo.store and include your order number, a description of the issue, clear photographs of the complete product, close-up photographs of the damage or defect, photographs of the outer packaging, and a photograph of the shipping label. A short video may also be requested when the issue cannot be clearly evaluated from still images.

Minor manufacturing variations are not necessarily defects. Plush products may have slight differences in shape, stitching, fibre direction, facial positioning, or filling distribution. Acrylic, silicone, metal, and printed products may show small differences in colour, dimensions, finish, or placement. Product colours may also appear slightly different depending on lighting, photography, screen settings, and display calibration. These ordinary variations do not automatically qualify an item as defective.

When a verified issue is confirmed, we may offer an appropriate solution such as a replacement, reshipment, store credit, partial refund, or full refund. The available remedy may depend on the nature of the issue, product availability, customer location, and applicable law. We will not require you to pay return shipping for an item that we verify as damaged, defective, incorrect, or incomplete.

5. Items That Cannot Be Returned

Certain products are excluded from standard change-of-mind returns unless they arrive damaged, defective, or incorrect, or unless applicable law requires otherwise. Non-returnable items may include personalized, engraved, monogrammed, customized, made-to-order, or specially modified products; items clearly marked as final sale; digital products; downloadable materials; gift cards; promotional gifts provided without charge; products that have been used, washed, altered, repaired, or damaged after delivery; and products returned without essential components.

For hygiene and safety reasons, we may also refuse returns of items that have been placed in the mouth, exposed to bodily fluids, or used in a manner that makes resale unsafe or unreasonable. Product packaging should not be treated as the sole basis for refusing a legally required remedy when the product itself is defective, but unnecessary damage to packaging may affect eligibility for an ordinary change-of-mind return.

Sale-priced products are generally eligible for return unless the product page or checkout clearly states that the item is final sale. A discount alone does not automatically make an item non-returnable.

Please contact us before purchasing if you are uncertain whether a particular item is returnable.

6. Exchanges

We may offer exchanges for eligible products when replacement stock is available. However, inventory for cute accessories, limited designs, seasonal collections, and popular character-inspired styles can change quickly. We therefore cannot guarantee that the same colour, size, design, or variation will remain available.

The most reliable way to obtain another product is to request a return for the original eligible item and place a separate order for the preferred replacement. When we approve a direct exchange, the replacement will normally be shipped after the returned product has been received and inspected.

Any price difference may need to be paid before an exchange is completed. If the replacement costs less than the original item, the eligible difference may be refunded to the original payment method or issued as store credit, depending on the agreed resolution.

7. Return Authorization and Instructions

To begin a return, contact us at support@CuteCharmCo.store. Include your full name, order number, email address used for the purchase, the item you wish to return, the reason for the return, and any relevant photographs.

Our customer care team will review your request and normally reply with approval, a request for more information, or an explanation if the item does not qualify. An approved request may include a return authorization number, return address, shipping label, packaging instructions, and return deadline.

The address below is our business contact address and must not be used as a return destination unless our team confirms it in writing:

CuteCharmCo.store
520 Cherry St
Toronto, ON M5A 1M3
Canada

Packages sent to an unauthorized location may not reach the facility responsible for processing returns. CuteCharmCo.store is not responsible for delays, loss, additional postage, customs charges, or other costs resulting from failure to follow the supplied instructions.

8. Return Packaging and Tracking

Please pack returned merchandise carefully using suitable protective materials. Small charms and accessories should be secured so that they cannot move freely, scratch one another, or escape from damaged packaging. Plush items should be protected from water, dirt, compression damage, and strong odours.

When a trackable return service is available, retain the tracking number and shipping receipt until your return has been completed. A return is not considered received until the package has been delivered to and accepted by the designated return facility.

We are not responsible for a return parcel that is lost, misdirected, damaged, or delivered to the wrong address because the customer did not use the authorized label or follow the provided instructions. If we supplied the correct prepaid label and the designated carrier loses the parcel after accepting it, we will work with the customer and carrier to investigate the matter.

9. Inspection of Returned Products

After the return reaches the designated facility, it will be inspected to confirm the identity, condition, completeness, and eligibility of the item. Inspection may take approximately three to seven business days, although additional time may be required during holidays, promotional periods, carrier disruptions, or unusually high return volumes.

If the return is approved after inspection, we will process the applicable refund, exchange, or store credit and send a confirmation email. If the product does not satisfy the return requirements, we may reject the return, reduce the refund to reflect damage or missing components where legally permitted, or contact you to discuss an alternative resolution.

We reserve the right to refuse items that are materially different from the products originally shipped, contain substituted parts, show intentional damage, or are associated with fraudulent or abusive activity.

10. Refund Amounts

An approved refund generally covers the amount paid for the eligible returned product, including any applicable product taxes that are refundable under relevant law. Original shipping fees, expedited delivery fees, premium shipping upgrades, package protection fees, gift-wrapping charges, customs duties, brokerage charges, import taxes, and similar costs are generally non-refundable unless the order was incorrect due to our error, the service was not provided, or applicable law requires reimbursement.

If a discount applied to several items in the same order, the refund will be based on the actual allocated amount paid for the returned product rather than its undiscounted retail price. If returning an item causes the remaining order to no longer satisfy the conditions of a bundle promotion, quantity discount, or minimum-purchase offer, the refund may be adjusted where this was clearly disclosed and permitted by law.

Refunds will not exceed the amount actually paid for the relevant item.

11. Refund Method and Processing Time

Approved refunds are normally issued to the original payment method used at checkout. We generally cannot send a refund to a different bank account, card, digital wallet, or individual. If the original payment method is no longer available, please contact the relevant payment provider and our customer care team for assistance.

Once issued by CuteCharmCo.store, the refund may require additional processing time before appearing in your account. The timing depends on your bank, card issuer, payment provider, currency, and country. This processing period is controlled by the financial institution and may take several business days.

Store credit, when selected or agreed upon, will be provided using the method stated in our email. Store credit is not redeemable for cash except where required by law.

If you receive a refund confirmation but cannot locate the funds after a reasonable processing period, first contact your bank or payment provider. You may then contact us with your order number so that we can confirm the refund transaction details available to us.

12. Late or Missing Refunds

If an expected refund has not appeared, check the original payment account and confirm whether the transaction is listed as pending, reversed, or refunded. Some card issuers show a refund by removing the original charge rather than displaying a separate credit.

Please allow the processing period communicated in the refund confirmation. If the funds remain unavailable after that period, contact your bank, credit card company, or payment service. If further assistance is required, email support@CuteCharmCo.store with your order number and the date of the refund confirmation.

13. Order Cancellations and Changes

Contact us as soon as possible if you need to cancel an order or change the delivery address, colour, variation, or quantity. We will try to help, but cancellation or modification is not guaranteed after an order has been submitted.

Orders may enter processing shortly after payment is confirmed. Once an order has been packed, transferred to a fulfilment partner, assigned a tracking number, or handed to the carrier, it may no longer be possible to cancel or edit it. In that case, you may request a return after delivery, subject to this policy.

Customers are responsible for checking their contact information, product selections, and shipping address before completing checkout. If an incorrect address is provided, contact us immediately. We cannot guarantee recovery or reimbursement when a parcel has already been delivered to the address entered at checkout.

14. Refused, Unclaimed, and Undeliverable Packages

A package may be returned to the sender if it is refused, not collected, addressed incorrectly, or considered undeliverable by the carrier. Please contact us if tracking shows that your parcel is being returned.

Once the parcel has been received and inspected, we may offer reshipment or an eligible refund. Additional shipping charges caused by an incorrect address, refusal of delivery, failure to collect the parcel, or failure to respond to carrier requests may be deducted or charged where permitted by law. These charges will not apply when the delivery failure resulted from our error.

Customs fees and import requirements are determined by the destination country. Refusing a package solely to avoid duties or taxes does not guarantee a full refund.

15. Lost or Stolen Packages

If tracking has not updated for an unusually long period or the carrier confirms that the package is lost, contact us so that we can investigate. We may need to wait until the carrier’s investigation period has passed before issuing a replacement or refund.

When tracking states that a parcel was delivered but you cannot find it, check the delivery area, mailbox, building reception, parcel locker, household members, and nearby neighbours. Contact the carrier promptly for delivery details. CuteCharmCo.store will assist with reasonable investigation, but a delivered scan does not always establish that the merchant or carrier is responsible for theft after proper delivery.

A replacement or refund for a missing delivered package will be considered based on the investigation, available evidence, carrier decision, applicable law, and the specific circumstances.

16. Chargebacks and Payment Disputes

We encourage customers to contact support@CuteCharmCo.store before opening a chargeback or payment dispute. Many concerns involving delays, damaged products, incorrect items, or refunds can be resolved more quickly through direct communication.

Submitting false information, claiming that a delivered order was unauthorized when it was knowingly purchased, or seeking both a merchant refund and a chargeback for the same transaction may constitute abuse. We reserve the right to provide order records, communications, tracking information, delivery confirmation, photographs, and refund records to the relevant payment provider when responding to a dispute.

This provision does not prevent customers from exercising legitimate rights available through their bank, payment provider, or applicable consumer law.

17. Return Abuse and Fraud Prevention

To protect our customers and business, we may restrict or refuse returns associated with repeated misuse, altered products, substituted items, empty packages, fabricated damage, excessive claims, unusual ordering patterns, or other suspected fraud.

We may request additional verification where reasonably necessary, including confirmation of identity, delivery address, payment details, photographs, videos, packaging, or carrier documents. Any information collected will be handled in accordance with our Privacy Policy and applicable law.

We will not deny a legitimate remedy solely because a customer has previously made a return. Decisions will be based on the evidence and circumstances of each case.

18. Gifts and Gift Orders

When an item was purchased as a gift, the refund will generally be sent to the original purchaser’s payment method. We cannot issue cash to the gift recipient unless required by law.

Where available, the recipient may request an exchange or store credit after providing sufficient order information. Gift packaging and personalized messages are generally non-refundable unless the service was not provided correctly.

19. Consumer Rights

This policy provides contractual return options in addition to any non-waivable rights available under applicable consumer protection laws. Certain jurisdictions may provide rights concerning defective goods, misleading descriptions, delayed delivery, unauthorized transactions, or online agreements. Those rights may apply even where an ordinary change-of-mind return would otherwise be excluded.

For qualifying online transactions in Ontario, consumer protections may apply under provincial law. No provision in this policy is intended to exclude, restrict, or replace a remedy that cannot legally be excluded.

Where this policy conflicts with a mandatory legal requirement, the mandatory requirement will prevail to the extent of that conflict.

20. Policy Updates

CuteCharmCo.store may revise this Return & Refund Policy to reflect operational changes, new products, carrier procedures, legal requirements, or improvements to our customer service process. The updated version will be posted on our website with a revised “Last Updated” date.

The policy that applied when your order was placed will generally govern that purchase, except where a later change is required by law or provides a more favourable remedy. We encourage customers to review this page before placing an order.

21. Contact Us

For questions, return requests, damaged-order reports, refund inquiries, or other assistance, please contact us using the details below:

CuteCharmCo.store
Email: support@CuteCharmCo.store
Phone: (780) 413-7549
Business Address: 520 Cherry St, Toronto, ON M5A 1M3, Canada

Please include your order number and a clear description of your request so that our customer care team can assist you efficiently. We aim to handle every eligible request fairly, thoughtfully, and with the friendly care that reflects the cheerful spirit of CuteCharmCo.store.