Refund Policy

Last updated: September 2026https://www.cutesonicai.com

Regions We Serve: CUTESONIC currently ships to the following regions only: the 48 contiguous United States; Canada, excluding Yukon, Northwest Territories and Nunavut; the United Kingdom mainland and Northern Ireland; Germany mainland; France mainland and Corsica; and Australia mainland and Tasmania. Returns, replacements and refunds are available only in those regions. We are unable to process returns originating from Alaska, Hawaii, Puerto Rico, Guam, the U.S. Virgin Islands, the Northern Mariana Islands, the U.S. Minor Outlying Islands, APO/FPO addresses, PO boxes, freight forwarding facilities, or French overseas territories.

At CUTESONIC, we are committed to providing high-quality AI companion products and a seamless customer experience. This Refund Policy outlines our procedures for returns, refunds, exchanges, and product quality issue requests. By placing an order on our website, you acknowledge and agree to the terms below.

1. Pre-Order, Reservation and Deposit Terms

Some CUTESONIC products are offered for reservation before they are in stock. Reservations are not purchases, and no product is shipped at the time a deposit is paid. The following terms apply to reservations and deposits.

Deposits are fully refundable on request.

  • You may cancel a reservation and request a full refund of your deposit at any time before your order is confirmed for a shipping batch
  • Deposit refunds are issued to the original payment method and processed within 5 business days of approval
  • We may require you to confirm the email address used for the reservation before processing a deposit refund

Once your order is confirmed.

  • After your reservation is confirmed and your order enters production, cancellation may no longer be possible
  • At that point your order is handled under the standard returns, quality protection and warranty terms in this policy

Promotional cashback and price protection.

  • Where a promotional offer provides a cashback or price-protection amount linked to your reservation, that amount is issued after the promotional campaign closes
  • Cashback is issued within 14 business days after the campaign ends, to the original payment method or another method you nominate
  • Cashback offers may require you to complete an additional step on a third-party platform as described in the offer, and are conditional on the terms published with that offer

Third-party crowdfunding campaigns.

  • Some CUTESONIC products are funded through third-party crowdfunding platforms
  • A pledge made on a crowdfunding platform is a transaction between you and that platform, and is governed by that platform's own terms, refund rules and dispute process
  • This Refund Policy does not govern pledges made on third-party platforms, and CUTESONIC cannot process refunds for payments collected by those platforms
  • Where a reservation deposit was paid directly to us, this policy applies to that deposit

2. 30-Day Quality Issue Protection

CUTESONIC provides 100% free support for verified product quality issues reported within 30 calendar days from the date of delivery.

Eligible Quality Issues Include:

  • Shipping damage (broken parts, dents, scratches during transit)
  • Missing parts or accessories
  • Manufacturing defects
  • Functional failures upon first use, including failure to power on, charge, or pair with the companion app
  • Sensor, microphone or speaker faults present on first use
  • Incorrect product received (wrong model, color, or item)

Important Notes:

  • The 30-day period starts on the delivery date confirmed by the shipping carrier
  • Requests submitted after 30 days may still qualify under the Limited Warranty in Section 3
  • CUTESONIC covers 100% of return shipping costs for all verified quality issues. We will provide a prepaid return label once your claim is approved
  • If a product appears damaged, overheating, or unsafe, stop using it and contact us before continuing to charge or operate it

3. Limited Warranty

In addition to the 30-Day Quality Issue Protection above, CUTESONIC products include a limited warranty against defects in materials and workmanship for 12 months from the date of delivery.

  • The warranty covers functional failures that occur under normal use and are not caused by an excluded event listed in Section 9
  • Approved warranty claims are resolved by repair, replacement parts, or product replacement at our discretion
  • Where a replacement is issued, the warranty continues for the remainder of the original period
  • For warranty claims made after 30 days from delivery, the customer is responsible for return shipping costs, and we cover the cost of shipping the repaired or replacement product back
  • The warranty is not transferable and applies to the original purchaser

4. Available Resolutions

After our customer support team reviews and approves your claim, we will offer one or more of the following resolutions based on the specific circumstances:

  • Replacement Parts: Shipped free of charge for minor issues
  • Full Product Replacement: Shipped free of charge for major defects
  • Partial Refund: For minor cosmetic issues that do not affect functionality
  • Full Refund: For products that cannot be repaired or replaced

Return Requirement:

  • For most quality issues, we may require you to return the original product at our expense
  • In some cases (e.g., low-value items, minor defects), we may issue a full refund or replacement without requiring the product to be returned, at our sole discretion
  • For products containing lithium batteries, we may determine that the item cannot be shipped back safely. In that case we will issue the approved resolution without requiring a return, and will provide local disposal guidance where available

5. Non-Quality Returns (Change of Mind)

If you wish to return a product for reasons not related to a verified quality issue (e.g., changed mind, no longer needed, gift return), you may do so within 30 days of delivery under the following conditions.

Product Condition Requirements:

  • Items must be unused, in their original packaging, and in resalable condition
  • All original parts, accessories, cables, manuals, and tags must be included
  • Products that have been assembled, used, charged, paired, damaged, or modified are not eligible for return
  • Devices must be unpaired from the companion app and, where applicable, reset to factory settings before return
  • Personal data must be removed from the device before return. See our Privacy Policy for how to delete account and device data

Return Costs:

  • Customers are responsible for all return shipping costs
  • Original shipping charges are non-refundable
  • If we provide a prepaid return label for convenience, the cost of the label will be deducted from your refund amount
  • A restocking fee of up to 20% may apply for items returned without original packaging or in used condition

6. How to Initiate a Return or Claim

All returns and quality issue requests must be pre-authorized by our customer support team. Do not return any product without first contacting us.

Step 1: Contact Support

Email us at support@cutesonicai.com with the following information:

  • Your order number
  • Full name and shipping address
  • Detailed description of the issue or return reason
  • Clear photos and/or videos of the product (for quality claims)
  • For connected devices, the device serial number and the email address associated with the companion app, where available

Step 2: Receive Authorization

Our team will review your request within 24–48 business hours and provide you with:

  • A return authorization (RA) number
  • Detailed return instructions
  • A prepaid return label (for quality issues and approved warranty claims within 30 days of delivery)

Step 3: Ship the Product

  • Package the item securely in its original packaging
  • Clearly mark the RA number on the outside of the package
  • Ship the item only to the address provided by our support team

Please contact us before opening a payment dispute or chargeback. In most cases we can resolve the issue directly and more quickly.

7. Approved Return Address

All authorized returns must be sent exclusively to the address provided in your return authorization email.

Important Warning:

CUTESONIC operates multiple fulfillment warehouses. Returns sent to any address other than the one specified in your return authorization may be refused, discarded, or become ineligible for refund processing. We are not responsible for items shipped to unauthorized locations.

8. Refund Processing

Once we receive and inspect your returned item:

  • Refunds will be processed within 3–5 business days
  • Refunds will be issued to the original payment method used for purchase
  • Your payment provider may take an additional 5–10 business days to post the refund to your account
  • Sales tax and other transaction taxes will be refunded in accordance with applicable law
  • You will receive a confirmation email once the refund has been processed

9. Support Exclusions

Our Quality Issue Protection and Limited Warranty do not apply to:

  • Accidental damage (drops, collisions, liquid or water damage, sand or dirt ingress)
  • Damage caused by pets or animals
  • Improper use, abuse, or negligence
  • Unauthorized modifications, disassembly, or repairs
  • Damage caused by using non-approved chargers, cables, or power adapters
  • Attempts to modify, downgrade, or install unauthorized firmware or third-party software
  • Use outside the operating conditions described in the product documentation
  • Normal wear and tear from regular use, including cosmetic wear, matting, or pilling of plush fabric and fur
  • Damage occurring after delivery due to improper storage or maintenance
  • Cosmetic issues that do not affect product functionality
  • Issues caused by failure to follow product instructions or safety guidelines
  • Consumable parts that have reached the end of their normal lifespan

Claims falling within these exclusions may be denied.

10. Order Cancellation

  • Orders may be cancelled free of charge before they have been shipped
  • Once an order has been shipped, cancellation is no longer available
  • If you no longer want a shipped order, you may refuse delivery or return it under our Non-Quality Returns policy
  • Reservation deposits are governed by Section 1 of this policy

11. Gift Orders

  • Refunds for gift orders will be issued to the original purchaser's payment method
  • Gift recipients may request a product exchange instead of a refund
  • Gift returns follow the same terms and conditions as regular returns

12. Your Statutory Rights

Nothing in this policy limits or excludes any right you have under mandatory consumer protection law in your place of residence, including any statutory right of withdrawal, warranty or remedy.

  • Where mandatory local law provides a longer protection period or a broader remedy than this policy, that law prevails
  • Where mandatory local law provides a right of withdrawal for distance sales, you may exercise it in accordance with that law
  • Residents of the European Economic Area, the United Kingdom and Switzerland may have additional rights under applicable consumer law

13. Policy Updates

CUTESONIC reserves the right to update, modify, or replace this Refund Policy at any time. Any changes will be effective immediately upon publication on our website and will not apply retroactively to orders already placed. We encourage you to review this policy periodically for updates.

14. Contact Information

Customer Support

  • Email: support@cutesonicai.com

Official Website: https://www.cutesonicai.com