Refund policy

Effective Date: 2026-3-21

CuberShop is committed to providing products of the highest quality and ensuring customer satisfaction. We understand that there may be occasions where you need to return an item. This policy explains your rights and our procedures for returns, refunds, and associated costs.

This Return & Refund Policy forms part of our Terms of Service and applies to all purchases made through our website. By placing an order with us, you agree to the terms below.

1 – Eligibility for Returns

1.1 Return Period

• You have 30 calendar days from the date of delivery to request a return. Requests made after this period will not be accepted.

1.2 Condition of Returned Items
To qualify for a refund:

• Items must be returned in their original, brand new condition, unused and undamaged.
• All original packaging, accessories, manuals, and free gifts must be included.
• Any promotional items provided as part of your order must also be returned in the same condition.
• If the returned items do not meet the above conditions, a restocking fee will be applied (see Section 2 for details).

1.3 Non-Returnable Items
We cannot accept returns for:

• Products purchased outside CuberShop’s official website (e.g., through third-party marketplaces such as Amazon).
• Items damaged due to misuse, negligence, or improper storage.
• Items returned incomplete (missing parts, manuals, or packaging).
• Products customised or modified after purchase.

1.4 Eligible Countries for Returns

The 30-day return policy applies only to customers located in the following countries/regions:

• Australia
• Canada
• China
• France
• Germany
• Hong Kong
• Italy
• Japan
• Korea (South Korea)
• Macao
• Singapore
• Taiwan
• Thailand
• United Kingdom
• United States

For customers outside of the countries/regions listed above, returns or exchanges will not be accepted, unless the item is defective, damaged, or incorrect.

For eligible countries/regions listed above:

• If a shipping fee was charged in the original order (excluding free shipping promotions), the shipping fee will not be refunded under any circumstances.

2 – Returns and Refunds

We offer a 30-day return period from the date of delivery. Conditions:

• Items must be returned in their original, brand new condition with all packaging and accessories.

• Item Condition – If the returned item is received in brand new condition and suitable for resale, NO restocking fee (0%) will be charged.

  • A variable restocking fee will apply for items not in brand new condition, based on the extent of wear, missing accessories, or packaging damage (Usually it will be up to 30% of the product value, refer to Session 3). 

  • In severe cases (e.g., empty box, counterfeit item, or product damaged beyond resale), a 100% restocking fee will be charged and no refund will be issued.

• Refunds will be issued to the original payment method only. Please allow up to 14 business days from the date we receive the return for the refund to appear.

2.1 Customer Responsibility

• You are responsible for ensuring the returned package is securely packed to avoid damage during transit.
• If the returned item is lost or damaged during shipping due to inadequate packaging, it may affect your refund eligibility.

2.2 Lost Packages During Transit

Before a package can be classified as lost in transit, we require a waiting period of 45 calendar days from the last tracking update. If no updates are received within this timeframe, the order will be considered officially lost. At that point, CuberShop will provide a full reimbursement of your order value to the original payment method.

2.3 Undeliverable Addresses

If a package is deemed undeliverable due to an invalid or incomplete address, CuberShop will make reasonable efforts to coordinate with our carrier to attempt redelivery. However, if the carrier does not offer redelivery and the package cannot be returned to us, we regret that we will be unable to issue a refund. Providing a correct and deliverable shipping address is the customer’s responsibility.

2.4 Incorrect Addresses Provided

If an incorrect address is provided at checkout and the package is delivered to the wrong recipient, CuberShop is unable to retrieve the package. In such cases, no refund will be issued, and the customer will bear full responsibility for the error.

2.5 Customs Holds Due to Incorrect Receiver Information

If customers provide incorrect recipient details such as FULL name, phone number, or  address, and the package is subsequently held or seized by customs for this reason and ultimately not delivered, CuberShop will not bear responsibility. No refund will be issued in such cases, as the error lies with the customer-provided information.

3 – Restocking Fees

3.1 General Restocking Fee

• If the returned product is not in brand new, resalable condition, a variable restocking fee will be applied.

3.2 Restocking Fee Scale

• Light wear or minor packaging damage: 10–20% of the product price.
• Missing accessories/manuals: 20% of the product price.
• Significant cosmetic damage or heavy use: 20-30% of the product price.
• Severe cases (e.g., empty box, counterfeit items, or completely damaged product): 100% restocking fee – no refund will be issued.

4 – Refund Method and Timeline

4.1 Refund Method

• All refunds will be issued to the original payment method used at checkout.

4.2 Processing Time

• Once we receive and inspect your return, we will notify you by email of the approval or rejection of your refund.
• Approved refunds will be processed within up to 14 business days.
• The time taken for the refund to appear in your account may vary depending on your bank or payment provider.

5 – Return Process

Step 1: Submit a Return Request

• Contact our customer service team at info@cubershop.com within 30 days of delivery.
• Include your order number, product details, reason for return, and photographs (if applicable).

Step 2: Return Authorisation

• We will review your request and, if approved, provide a Return Merchandise Authorisation (RMA) number and return instructions.
• Returns sent without prior authorisation may be rejected or subject to additional delays.

Step 3: Package and Ship Your Item

• Use secure packaging and include all accessories and documentation.
• Ship to the address provided, ensuring tracking and insurance where possible.

Step 4: Inspection and Refund

• Upon receipt, our team will inspect the item and determine any applicable restocking fees.
• Refunds will be issued within the stated timeframe.

6 – Exchanges

We do not offer direct product exchanges. If you wish to receive a different item, please return your original purchase for a refund (subject to this policy) and place a new order.

7 – Defective or Incorrect Items

If you receive a defective product or the wrong item:

• Contact us within 7 calendar days of delivery.
• Provide photos or videos showing the defect or discrepancy.
• We will arrange for a replacement or full refund at no additional cost to you, and you will not be charged for return shipping.

8 – Customs Duties and Taxes on Returns

If you selected the Duties & Taxes Not Included option at checkout and return your order, any customs duties or taxes paid by you to your local customs office will not be refunded by CuberShop. You may contact your local customs authority to check if a refund is possible.

9 – Important Notes

• Items returned without following our process or without prior authorisation may be refused.
• For safety and hygiene reasons, certain sealed items (if applicable) cannot be returned once opened, unless defective.
• This policy does not affect your legal rights under consumer protection laws applicable in your jurisdiction.

Contact for Returns:
Email: info@cubershop.com