Return and refund policy
Last updated: September 22, 2025
Policy Summary
Eligible products may be returned within 30 days after delivery. Before sending anything back, customers must contact service@cuvirae.com and receive return authorization.
Unauthorized returns may not be accepted.
Return Eligibility
To qualify for a return, the product must:
- Be requested within 30 days after delivery
- Be unused and in resalable condition
- Be clean, unwashed, and free from stains or odors
- Include all covers, inserts, accessories, instructions, and components
- Be returned in its original packaging where reasonably possible
- Show no damage caused by misuse, improper storage, or unsuitable cleaning
Because seat cushions come into close contact with the body and clothing, products showing signs of extended use, perspiration, body oils, pet contact, smoke, fragrance, washing, or contamination may be declined for hygiene reasons.
Trying a product briefly and carefully to assess size or fit does not automatically guarantee return eligibility. Please protect the product from dirt, damage, and prolonged compression while deciding whether to keep it.
Compressed Products
Certain cushions may be compressed for shipping and may require time to recover their intended shape. Follow the unpacking and expansion instructions supplied with the product.
A product should not be considered defective solely because it has not immediately reached its final shape after unpacking. If the cushion does not recover after the recommended period, contact us with photographs.
Starting a Return
Email service@cuvirae.com with:
- Your order number
- The email address used at checkout
- The product you wish to return
- The reason for the request
- Photographs if the product is damaged, incorrect, or defective
If the request is approved, we will provide return instructions and the applicable return destination.
Do not send returns to the registered business address unless our support team specifically instructs you to do so.
Return Shipping
Unless the product is confirmed as damaged, defective, or incorrectly supplied, return shipping costs are normally the customer’s responsibility.
Use a tracked shipping service and retain the shipping receipt. We are not responsible for a return parcel that is lost, damaged, or delivered to an unauthorized address.
Original shipping charges are generally nonrefundable unless required by law or the return results from our error.
Damaged, Defective, or Incorrect Products
Contact us within 7 days after delivery if an item arrives damaged, defective, incomplete, or different from the product ordered.
Provide clear photographs of the item, packaging, shipping label, and affected area. Depending on the circumstances and product availability, we may offer a replacement, refund, missing component, or another appropriate resolution.
Do not discard the item or packaging until the claim has been reviewed.
Nonreturnable Items
Returns may be refused for:
- Products requested after the return period
- Products showing signs of regular or prolonged use
- Washed, altered, stained, damaged, or contaminated products
- Products missing covers, inserts, accessories, or components
- Gift cards
- Personalized products
- Products clearly marked final sale
- Items that cannot be returned for health or hygiene reasons once used, where permitted by law
This does not limit rights that cannot legally be excluded.
Refund Processing
Approved returns are inspected after arrival. If accepted, the refund will normally be issued to the original payment method.
After approval, refunds usually require 5–10 business days to appear, depending on the bank or payment provider. We cannot control processing times imposed by financial institutions.
If more than 10 business days have passed since receiving a refund confirmation, contact your bank first and then email us if further assistance is needed.
Exchanges
We do not guarantee direct exchanges. The most reliable way to obtain another product is to return the eligible original item and place a separate order after the return is approved.
Return Address
GRAND BROAD (HONGKONG) LIMITED
UNIT A7, 12/F ASTORIA BUILDING
34 ASHLEY ROAD
TSIM SHA TSUI
HK
Business Information
Cuvirae is operated by GRAND BROAD (HONGKONG) LIMITED.
Email: service@cuvirae.com
Website: cuvirae.com
Registered Business Address
GRAND BROAD (HONGKONG) LIMITED
UNIT A7, 12/F ASTORIA BUILDING
34 ASHLEY ROAD
TSIM SHA TSUI
HK