Refund policy
At Cachupo, we are committed to providing a premium shopping experience. We understand that on rare occasions, a product may not be the perfect fit for you. Our Return & Refund Policy is designed to protect our customers and ensure a fair, transparent, and easy resolution for every situation.
1. 30-Day Customer Satisfaction Guarantee
We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return. If 30 days have passed since your package was delivered, we unfortunately cannot offer you a refund or exchange.
2. Eligibility Criteria for Returns
To ensure a smooth return process, the item must meet the following conditions:
The item must be in its original condition (unworn, unused, and unwashed).
It must be in the original packaging with all tags and labels attached.
You must provide the order number or proof of purchase.
3. Damaged, Defective, or Wrong Items
We take great care in sourcing high-quality products, but we understand that mistakes can happen during transit or manufacturing.
Inspection: Please inspect your order upon delivery.
Reporting: If the item is defective, damaged, or if you receive the wrong item, contact us within 48 hours at support@cachupo.com.
Resolution: For damaged or incorrect items, we will provide a 100% Free Replacement or a Full Refund. You will NOT be responsible for any additional costs in these cases.
4. Return Process - Step by Step
To initiate a return, please follow this official procedure:
Email Us: Send a return request to support@cachupo.com with your order number and the reason for the return.
Approval: Our team will review your request within 24–48 hours.
Shipping Instructions: Once approved, we will provide you with the authorized return shipping address.
Note: Items sent back to us without prior authorization will not be accepted.
5. Return Shipping Fees & Restocking Fees
Defective/Wrong Items: If the return is due to our error, Cachupo covers 100% of the return shipping costs.
Change of Mind: If you are returning an item because you changed your mind or ordered the wrong size/color, the customer is responsible for the return shipping charges.
Restocking Fee: We believe in fair pricing. Therefore, we DO NOT charge any restocking fees.
6. Exclusions (Non-Returnable Items)
For health, hygiene, and safety reasons, we cannot accept returns on:
Personal care goods (such as beauty products or intimate items).
Custom-made or personalized products.
Final sale items or gift cards.
7. Refund Timeline & Notification
Once we receive and inspect your returned package, we will notify you via email.
Approval: If the return meets our criteria, your refund will be processed immediately.
Credit: The refund will be applied to your original payment method (Credit Card, PayPal, etc.).
Timeframe: Please allow 5–10 business days for the refund to reflect in your bank statement, depending on your financial institution’s processing times.
8. Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
9. Contact Our Dedicated Support Team
If you have any questions regarding our policies, our team is here to help you:
Customer Support: support@cachupo.com
Phone +1 (208) 969-5328
Response Time: We aim to reply to all queries within 12–24 hours, Monday to Friday (GMT / EST)