Return and Refund Policy
Returns & Refunds
We want you to feel confident with every Cui & Co. purchase. Eligible items may be returned within 30 calendar days from the date of delivery, subject to the conditions below.
Return Eligibility
Return requests may be made within 30 calendar days from the date of delivery. All returned items must meet the following conditions:
- The item must be in new and unworn condition, with no visible signs of wear, scratches, damage, alteration, or misuse.
- The item must be returned together with its original and undamaged packaging, including the jewellery box and pouch.
- All accompanying components or complimentary items originally included with the order must also be returned where applicable.
Choose Your Return Option
Depending on when your return is initiated, you may choose between a refund to your original payment method or Cui & Co. store credit.
Refund to Original Payment Method
- Your return request must be initiated within 7 calendar days from the date of delivery.
- The returned parcel must be shipped or handed over to the courier within 14 calendar days from the date of delivery.
- Once the returned item has been received, inspected, and approved, the eligible refund will be issued to the original payment method.
Store Credit
- Store credit is available for eligible return requests initiated within 30 calendar days from the date of delivery.
- Store credit will be issued after the returned item has been received and successfully inspected.
- Store credit is non-transferable and cannot be redeemed or exchanged for cash.
How to Initiate a Return
All returns require prior approval from Cui & Co. Please contact us before sending any item back.
Contact Us
Contact our team via WhatsApp, email, or Instagram DM and provide your order number.
Receive Approval
Our team will review your request and provide the applicable return instructions.
Send Your Return
Pack the item securely in its original packaging and send it according to the instructions provided.
Return Shipping
Return shipping costs are the responsibility of the customer and will not be covered by Cui & Co., unless otherwise agreed by our customer care team.
We strongly recommend using a trackable delivery service and retaining your shipping receipt until your return has been successfully processed.
Cui & Co. is not responsible for returned parcels that are lost or damaged while in transit to us.
Original shipping fees, where applicable, are non-refundable.
Order Cancellation Before Shipment
If you change your mind after placing an order and request a cancellation before the order has been shipped, the approved refund amount will be limited to 90% of the order value.
The remaining 10% is retained to cover payment processing, transaction, and administrative costs associated with the placed order.
Once an order has been shipped, it can no longer be cancelled and will instead be subject to the standard return terms stated on this page.
Promotional Orders & Complimentary Gifts
If your purchase was made under a promotional offer, bundle discount, multi-buy promotion, or included a complimentary gift, your refund may be recalculated if the returned item causes the remaining order to no longer qualify for the original promotion.
Any complimentary gift associated with a returned order must also be returned in new and unused condition where applicable.
Non-Returnable Items
The following items are not eligible for return:
- Gift cards.
- Final sale or clearance items, where clearly stated.
- Customized or personalised products.
- Items that have been worn, altered, damaged, or misused.
- Items returned without their required original packaging.
- Earrings that have been worn, for hygiene reasons.
Return Inspection & Processing
Once your returned parcel has been received, please allow approximately 3–7 business days for our team to inspect and process the return.
You will be notified once your return has been approved or if we require any additional information.
Processing times shown above refer to Cui & Co.'s internal processing period. Additional time may be required for your bank or payment provider to reflect an approved monetary refund.
