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      Refund & Return Policy

      ORDER CANCELLATION

      You may cancel or make changes to an order, up and until the time your order has reached dispatch processing, usually within 12 hours of placing the order of an in-stock product. In this case, we will reimburse you in the form of store credit or a full refund.

      Once a tracking number has been assigned and email has been sent to you informing the same, you cannot cancel the order.

      Order of products described as 'made to order' cannot be cancelled.

      REFUNDS

      Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:

      • you do not receive them within the guaranteed time (30 days not including 2-5 day processing)
      • you receive the wrong item
      • you do not want the product you have received (but you must return the item at your expense and the item must be unused)

      We do not issue the refund if:

      • your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
      • your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).

      *You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page.

      Items eligible for return must be:

      1. a) sent to us within 30 days of the delivery date if you have received a wrong or damaged product or there is a manufacturing defect in the product. In such a situation, we would be replacing the product absolutely free including shipping cost.
      2. b) sent to us in the same condition that it was delivered to you.
      3. c) items sent back to us must have the same dimensions as when they were originally shipped, i.e. in original packaging as received.

      Please contact us at support@sitacup.com with your name and order number and we will arrange the return for you.

      Items returned must be in 'as-new' condition and packaged securely in the original packaging. This means you have not used, assembled, damaged, washed or laundered any of the items.

      Non-returnable items include:

      • Products described as "made to order"
      • All forms of clearance stock
      • Clearance items
      • Personalised items
      • Products bought using gift cards or credit vouchers
      • Products damaged due to any reason after the delivery was accepted

      Within 7 business days of receiving your return, and subject to confirming it is in 'as-new' condition, we will issue you with a store credit voucher via email in an amount equal to the price you paid for the product.

      Store credit voucher codes will be valid for 6 months from the date of issue. They are non-transferable and non-negotiable.

      What if my order was damaged?

      Please unpack and inspect the product within 3 days of delivery. If you have received a damaged product with no visible damage to the packing, please take photos or video clearly showing the damage and report it to support@sitacup.com immediately along with the evidences.

      I have changed my mind. What about returns?

      Being the nature of the product, it would not be possible for us to offer any returns due to change of mind.

      Toy is not of exact size

      Due to the manner in which a stuff toy, pillow or a normal toy is manufactured, exact size can vary by 3-4%. Returns due to size variance are considered to be change of mind returns and thus change of mind terms & conditions apply.

      Product ordered does not look the same

      Actual products may vary to a little degree in visual appearance eg. colour, brightness etc from the manner in which they show up on the website. This is due to the photographic and screen limitations. Returns due to such variance are considered to be change of mind returns and thus change of mind terms & conditions apply.

      Can I exchange a product?

      Unfortunately we do not offer exchanges. Simply return your items in accordance with our returns policy and place a new order.

      How long does it normally take to process the refund?

      We process the refund within 1-3 business days of cancellation of an order. It takes 10-12 business days for funds to be reflected in your account after that.

      Where do you send the refund?

      All refunds are sent through the payment method you used on the order