Refund policy

Last updated: September 2026

At CUDELLA, we want you to feel confident and satisfied with your purchase. This Return and Refund Policy explains how to request a return, replacement, or refund.

Nothing in this policy limits any mandatory consumer rights available under applicable law.

30-Day Return Period

You may request a return within 30 days from the date your order is delivered.

To qualify under our voluntary return policy, the product must:

• Be returned in the same condition in which it was received
• Be unused, unwashed, and free from stains, odours, pet hair, or other signs of use
• Be free from damage caused after delivery
• Include all original parts, accessories, instructions, and labels
• Be returned in its original packaging, where reasonably possible
• Include proof of purchase or the relevant order number

Opening the packaging only to inspect the product does not remove any mandatory consumer rights.

For safety reasons, please carefully inspect your CUDELLA baby carrier before using it. A product that has been used beyond what is reasonably necessary for inspection may not qualify under our voluntary return policy, although this does not affect any legal rights relating to defective or non-conforming products.

How to Request a Return

Before returning a product, please contact us through the Contact Us section of our Store and provide:

• Your full name
• Your order number
• The product you wish to return
• The reason for the return
• Clear photographs if the product is damaged, defective, incomplete, or incorrect

If your return request is accepted, we will provide the return instructions and the correct authorised return address.

Please do not send a product back before receiving our instructions. The address displayed on the original parcel may not be our authorised return address, and products returned there may not be received or processed.

European Right of Withdrawal

If European distance-selling rules apply to your purchase, you may have the legal right to withdraw from the purchase contract within 14 days after receiving the goods, without providing a reason.

To exercise this right, you must send us a clear statement communicating your decision to withdraw before the 14-day period expires. After notifying us, you must return the goods within the period required by applicable law.

You may inspect the product as you would in a physical store. However, where permitted by law, you may be responsible for any reduction in value resulting from handling beyond what is reasonably necessary to establish the product’s nature, characteristics, and functionality.

Our voluntary 30-day return period does not replace or restrict your statutory right of withdrawal.

Return Shipping Costs

For returns made because you changed your mind, you will normally be responsible for the direct return shipping costs unless we agree otherwise or applicable law requires us to cover them.

If the product is damaged, defective, incorrect, incomplete, or otherwise non-conforming, CUDELLA will cover reasonable return costs where required by law.

We recommend using a tracked shipping service and retaining your proof of postage. We cannot be responsible for returned parcels lost before reaching the authorised return address.

Inspection and Approval

After receiving the returned product, we will inspect it and notify you whether the refund has been approved.

We may consider:

• The condition of the product
• Whether it has been used or washed
• Whether all parts and accessories are included
• Whether labels or packaging are missing
• Whether the product has been damaged after delivery

If the product has been handled beyond what is reasonably necessary to inspect it, we may reduce the refund to reflect the resulting loss in value where permitted by law.

This reduction does not apply to a valid claim involving a damaged, defective, incorrect, or non-conforming product.

Refunds

Approved refunds will be issued to the original payment method used for the order.

Where statutory withdrawal rights apply, refunds will be processed within the period required by law. Where legally permitted, we may wait until we have received the returned goods or until you provide evidence that they have been shipped.

Where required by applicable law, the refund will include the cost of the least expensive standard delivery method offered at checkout. Additional charges resulting from choosing express or upgraded delivery may not be refundable.

After a refund has been issued, your bank, card provider, or payment service may require additional processing time before the funds appear in your account.

Damaged, Defective, or Incorrect Products

Please inspect your order carefully after delivery and before using the baby carrier.

If the product arrives damaged, defective, incomplete, or different from what you ordered, stop using it and contact us as soon as possible through the Contact Us section of our Store.

Please provide clear photographs of:

• The product received
• The damaged or defective area
• Any labels or relevant product details
• The external and internal packaging
• The shipping label

Depending on the circumstances and applicable law, we may offer:

• A replacement
• A repair, where appropriate
• A partial refund
• A full refund
• Another solution required by applicable consumer law

Do not continue using a baby carrier if you believe it may be damaged or unsafe.

Exchanges

We do not guarantee direct exchanges.

The quickest option is normally to return the original product and place a new order for the preferred colour, model, or option after the return has been accepted.

Order Cancellations

If you wish to cancel or modify an order, please contact us as soon as possible through the Contact Us section of our Store.

We cannot guarantee that an order can be cancelled or changed after processing or fulfilment has begun. If the order has already been shipped, you may need to wait for delivery and follow the standard return procedure.

Refused or Unclaimed Deliveries

If an order is refused, not collected, or returned because the customer provided an incorrect or incomplete delivery address, reasonable shipping, return, or handling costs may be deducted from the refund where permitted by law.

This does not affect your rights where the delivery issue was caused by CUDELLA or the shipping provider.

Legal Guarantee

Customers may have a legal guarantee covering products that are defective, unsafe, or do not conform to their description.

This legal protection is separate from our voluntary 30-day return policy and is not restricted by this policy.

Contact Us

If you have questions about a return, replacement, or refund, please contact us through the Contact Us section of our Store.

When contacting us, include your full name, order number, and a clear description of your request so that the CUDELLA customer-support team can assist you efficiently.