Refund Policy

At FOUNDCUTE, we take customer satisfaction very seriously. Please be assured that we take extra care to ensure that all our customers receive their items on time, and we will do our best to ensure that your order reaches your address promptly. Please understand that while we take every effort to minimize delays, sometimes factors beyond our control (i.e., peak seasons, delivery strikes) may affect delivery times.

All our customers are protected by our buyer protection and refund policy (“Refund Policy“) when you make a purchase through us. If you do not receive your item by the stipulated time frame in our Refund Policy, we will make a full refund for your purchase.

In making a purchase through our store, you agree to the refund policy as set out below. 

Refunds for non-delivery of items 

1.1 For items going to your address, we will issue you a full refund or resend the items if:

(a) You have not received your item 60 days after the shipping date* (example: the item shipped on 1 June 2020 and it hasn’t arrived on 31 August 2020); and

(b) The tracking for your items shows that the item has not been delivered to your address.

 

1.2 We will process refunds within 3-4 days after evaluating your request. Please note that it may take between 5 – 10 days for the refund to appear on your card statement.

Refunds of Items Significantly not as Described 

1.3 In very rare instances where your item arrives badly damaged or significantly not as described, our customer support team will require further evidence to initiate a refund to you. This includes photos, pictures and other material that we can use to verify that the item has arrived damaged or is significantly not as described.

1.4 Our customer service and evaluation teams may, in their sole discretion, take the following course of action:

(a) Provide a full refund if the item arrives badly damaged or is significantly not as described;

(b) Provide a partial refund if the item is partially damaged during shipment or is not as described; or

(c) Provide no refund.

Please note that we take an objective view when evaluating customer complaints, and our customer evaluation teams reserve the right to make a final decision on the refund amount in accordance with clause 1.7 of the refund policy. Please understand that we take extra care to ensure that you receive quality items, and we have a stringent process in place to ensure quality checks.

1.5 You agree that a decision made by our customer service and evaluation teams under the Refund Policy shall be final and binding.

Limitation on Liability

1.6 In making a purchase from us, you agree that our total liability to you under any circumstances, shall not exceed the amount paid (inclusive of shipping) for your item.

Refunds for Order Cancellations 

2.0 Except as determined under Clause 1.1 to 1.6 of this Refund Policy, order cancellations after an item has been paid are strictly non-refundable. For the avoidance of doubt, our buyer protection policy only applies to items not received or not as described as defined under the Refund Policy, and do not apply to order cancellation requests. If you are not sure about any details of any item on our store, please contact customer service teams to clarify before purchasing as order cancellations are non-refundable.