Return, Exchange, or Refund Policy

 

1. Introduction

This policy outlines the rights and obligations applicable to purchases made through our website.
Its purpose is to provide customers with a clear and reliable framework for managing post-purchase requests in a secure and transparent manner within the United States.

We follow internal procedures designed to ensure that all after-sales requests are handled efficiently and consistently.

2. Return Eligibility

Customers may submit a return request within 45 days after delivery, provided that all of the following conditions are met:

• The item must be in perfect condition, unused, in its original packaging, and include all accessories

• Items that are altered, damaged, incomplete, or not in original condition are not eligible for return

We do not offer direct exchanges. Each item is managed individually within our logistics system; therefore, returns, quality inspections, and new shipments follow separate procedures.
Any replacement must be completed by placing a new order through our website.

If a return is requested due to personal preference and not due to damage, defects, or shipping errors, related costs may be the responsibility of the customer.

3. Order Cancellation, Returns, and Refunds

Customers may request order cancellation within 36 hours of order confirmation, provided that shipping has not yet begun.
If approved, a full refund will be issued using the original payment method.

If the order has already entered processing or if more than 36 hours have passed, cancellation is no longer available.
In such cases, customers may wait for delivery and then initiate a return request.

4. Return Request Procedure

To initiate a return, customers must:

• Submit a written request including the order number and the reason for return

• Wait for confirmation and instructions from customer support

A return shipping label is included inside the package, allowing customers to proceed with the return immediately upon receiving the item.

After the returned item is received and inspected, refunds are typically processed within 2–4 business days using the original payment method.

5. Responsibility, Costs, and Processing Time

• For returns based on personal preference, related costs may be charged to the customer

• For returns due to defects, damage, or shipping errors, all related costs will be covered by us

• Actual refund posting times depend on the customer’s bank or payment service provider

• If a returned item does not meet the stated return conditions, the refund may be declined and the item may be sent back to the customer

6. Contact Information

For questions regarding cancellations, returns, or customer support, please contact us using the information below:

Email: concierge@cottaupio.com
Phone: +65 (927) 99151
Address: APT BLK 689B CHOA CHU KANG DRIVE #04-310, SINGAPORE 682689, SINGAPORE
Customer Service Hours: Monday to Friday, 10:30 AM – 5:30 PM
Delivery Area: United States

We are committed to handling every request with care, accuracy, and compliance, ensuring a reliable and secure shopping experience.