Return

HOW TO start a return

We want you to love your Cupshe experience and if it's anything less than perfect, we want to make it right.
You can check out our return policy here.

Once we receive your request, we’ll be in touch and provide return instructions and refund options - you'll need to reply with your preferred refund option.

You'll need to ship your item(s) to the return address provided, then share the shipment tracking information with us.

That's it! Once we receive your returned package, we'll take care of the rest and process your refund as soon as possible.

RETURN POLICY

Need to make a return?
If you're not absolutely in love with your Cupshe order, we want to make it as simple as possible. See below for more information on our return policy.

Return of goods without reasons within 30 days. If an item is sent back after the 30 day window, we may have to send it back to your default delivery address and ask you to cover the delivery costs.
Before purchasing, you can check whether the equipment model and battery part number are consistent with your original battery, Avoid buying the wrong product
Remember to take extra care to pack your return package properly so they don't get damaged on the way - we are not responsible for any returns until they reach our return address. Please also make sure to get proof of postage for reference incase you need to check the status with the carrier before it reaches us.

RETURN FAQs

1. Can I return an item purchased with a coupon?

Please note that purchases made with coupons cannot be returned or exchanged. If you made a purchase with a combination of a coupon and regular form of payment, only the amount exceeding the coupon value is refundable. If you need more help, feel free to contact our Customer Care Team.

2. I've received a damaged or defective item. What should I do?

We take pride in the quality of our pieces and if it's anything less than great, we want to make it right.

Incase you receive a damaged or defective item, please get in touch with us and we'll try and sort it out for you as soon as possible. Make sure to include the information below:

1) Your order number

2) Product name or SKU number/Product code(you can find this in your confirmation email)

3) Describe the damage/defects and provide clear photos

4. I received the wrong item. What should I do?

We always want to ensure that we get you all your faves! If we made a mistake and sent the wrong item, don't worry - we'll make it right!

Incase you receive the wrong item, please get in touch with us and we'll try and sort it out for you as soon as possible. Make sure to include the information below:

1) Your order number

2) Product name or SKU number of the item you were supposed to receive (you can find this in your confirmation email)

3) Describe the details and provide clear photos of the wrong item

5. What should I do if my package is missing an item?

If you've received a package with an item missing, it's most likely one of two things:

1) To get your orders to you as fast as possible, some orders may arrive in separate packages. Check your confirmation email to see if your order will arrive in multiple packages.

2) If you have not received your entire order by the expected delivery date, please contact our Customer Care Team so we can look into this for you as quickly as possible.

6. I got the wrong battery model! Can I exchange for a different one?

Yes! We're happy to help you exchange for the right item within 30 days of the deliverydate.

1) Please contact us via livechat or email to request an exchange. We'll send you exchange instructions within 24 hours.

2) Once we reply to your request, you will receive refund options. You will be required to reply with your selected refund option in order to proceed.

3) You'll need to ship your item(s) to the return address provided, then share the shipment tracking information with us.

4) When we receive your package, we will process your refund as soon as possible.

* Note: We currently are unable to offer a free returns service, so return shipping must be made at your own cost.

7. Do you provide free return labels?

We currently are unable to offer a free returns service, so return shipping must be made at your own cost. To ensure a successful return, please return using a standard shipping service that provides tracking.

8. Where should I send my returns?

Once you submit your request for return, we will send you the return address. Please ONLY ship it to the return address that we provide and not to the address on your original package or your return will not be received.

9. Can I return the item to your warehouse, office, or physical store?

We currently do not accept return methods other than our standard return procedure. Please follow our return process so we can help you out as quickly as possible.

10. I've sent out my return package. Now what?

Awesome! Once you've sent out your return package, please provide the proof of shipment and tracking number to us. Once we receive your returned package, we'll take care of the rest and process your refund as soon as possible.

11. When can I expect my refund?

To ensure that we can process your refund quickly, please ensure you follow the instructions closely and provide all of the required information. Once we receive the return package and determine that it's eligible for a refund, you can refer to the following chart for an estimated timeframe on when to expect to receive your refund:

Time Frame Instant 3 Business Days Within 10 Business Days

*If you do not receive a credit to your account within timeframe mentioned above, please contact the issuing bank of your credit card.

*Due to current situations, your credit cards refund may require an additional 3-5 days to process. Thank you for your patience and understanding.

12. How can I get the refund for my return?

Depending on the refund option you choose, refunds will be issued to your original account or as a coupon, which you can use to shop on Cupshe.com. Please note that purchases made with coupons can not be returned or exchanged.

13. How do I get a refund if I paid with Afterpay?

Once our Customer Care Team has processed your return, your updated invoice should be visible in your Afterpay portal. If you’ve returned part of your order, your Afterpay payment schedule will be adjusted. You should expect to receive your refund from Afterpay within 10 business days. For more information about your Afterpay account, please contact Afterpay directly.

14. What happens if a refund goes to a closed/cancelled account?

Refunds are credited to the original form of payment. If your bank account has closed since you've made the purchase, you will need to contact your bank directly for information on how to receive the funds.

Tips:

1) Before making a purchase, please carefully review your payment information and double check to make sure it can be used as a valid form of payment.

2) It is your responsibility to ensure that your credit card account is not closed or canceled. We can only issue refunds to the original form of payment, so if your card closed or canceled, you will need to contact the bank directly for further information.

3) If you card is lost or stolen but you need a refund, please let us know as soon as possible. We will need you to provide relevant documents and share your updated account information so we can issue your refund to your secured account.