Refund policy

Store Name: cachupo

Website URL: https://cachupo.com

At cachupo, customer satisfaction is our top priority. We want you to be completely satisfied with your purchase. If you are not entirely happy with your order, we are here to help you with a straightforward return and refund process.

1. 30-Day Return Window

We offer a 30-day return policy, which means you have 30 calendar days after receiving your item to request a return.

To be eligible for a return:

  • The item must be unused, unworn, and in the same condition that you received it.

  • The item must be in its original packaging, including all tags and accessories.

  • You must provide a valid proof of purchase (such as your order number or order confirmation email).

2. Return Process (How to Initiate a Return)

To start a return, please follow these steps:

  1. Contact Us: Send an email to support@cachupo.com with your order number, the item(s) you wish to return, and the reason for the return.

  2. Approval & Instructions: Once your return request is approved, our support team will provide you with the exact return address and specific instructions.

  3. Ship the Package: Pack the item securely and ship it to the address provided by our support team.

Important Note: Items sent back to us without requesting a return first will NOT be accepted.

3. Return Shipping Fees & Labels

  • Defective, Damaged, or Incorrect Items (Merchant Error): If you received a broken, defective, or wrong product, cachupo will bear 100% of the return shipping costs. We will provide you with a prepaid return shipping label or issue a full refund/replacement at no extra charge.

  • Change of Mind / Customer Remorse: If you wish to return an item due to a change of mind, ordering the wrong size/color, or no longer wanting the product, you (the buyer) will be responsible for paying the actual return shipping fee.

  • Restocking Fees: We do NOT charge any restocking fees on returned products.

4. Damaged, Defective, or Incorrect Goods

Please inspect your order immediately upon delivery. If your item is defective, damaged, or if you received the wrong item, contact us within 48 hours of delivery at support@cachupo.com.

Please include:

  • Your Order Number

  • Clear photo(s) or a short video showing the issue/damage

Once verified, we will arrange a free replacement or a full refund for you immediately.

5. Non-Returnable & Non-Refundable Items

Certain types of items cannot be returned due to hygiene, safety, or custom nature:

  • Perishable goods (e.g., food, flowers, plants)

  • Personalized or custom-made items

  • Personal care items (e.g., beauty products, sanitary goods)

  • Hazardous materials or flammable liquids

  • Gift cards and promotional/sale items marked as final sale

6. Exchanges

The fastest way to ensure you get what you want is to return the item you have. Once your return is accepted and received, you can make a separate purchase for the new item.

7. Refund Approval & Processing Timeline

  • Inspection: Once we receive and inspect your returned item, we will notify you via email regarding the approval or rejection of your refund.

  • Refund Method: If approved, your refund will automatically be processed back to your original payment method (Credit Card, PayPal, etc.).

  • Processing Time: Refunds typically take 5 to 7 business days to post to your bank or credit card account.

Late or Missing Refunds:

If you haven't received your refund after 10 business days from approval, please first check your bank account, then contact your credit card company or bank. If you’ve done all of this and still have not received your refund, please contact us at support@cachupo.com.

8. Contact Us for Returns & Support

If you have any questions regarding our Return & Refund Policy, please reach out to us directly:

  • Store Name: cachupo

  • Email: support@cachupo.com

  • Phone: +1 (208) 969-5328

  • Business Address: 8673 Summit Center Way, Orlando, FL 32810, United States

  • Customer Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)