Refund and Return Policy
At Cutscript.com, we are committed to ensuring your satisfaction with every purchase. If you encounter any issues with your order, this policy will guide you through the return and refund process.
A Note on Unboxing: Your Key to a Smooth Claim
To help us resolve any claims for damaged or incorrect items as quickly as possible, we strongly recommend that you record a single, unedited video of you unboxing your parcel. This video should start with the sealed courier bag and clearly show the product as you open it. While not mandatory for all return types, this video is crucial for processing claims of shipping damage.
Frequently Asked Questions
1. What can I return or exchange?
You may request a return or exchange under the following circumstances:
- Incorrect Product: You received a different item than the one you ordered.
- Damaged Product: The item arrived with clear damage. For these claims, an unboxing video is required.
- Change of Mind: You’ve had a change of heart. The item must be in its original, sealed, and unopened condition.
2. How do I initiate a return?
To start a return or exchange, please contact our customer support team at [Your Customer Support Email Address] within 3 days of receiving your order. Please include your order number and the reason for the return in your email. Our team will then provide you with further instructions.
3. What happens if I received the wrong or a damaged product?
If the error was on our end (you received a wrong or damaged item), we will take full responsibility. We will arrange for a free pickup of the incorrect or damaged item and, upon receiving it, will either send you the correct product or issue a full refund within 3-5 business days. To be eligible for this, the product must be unused and returned with all original packaging, accessories, and the invoice.
4. What if I changed my mind about a product?
If you wish to return a product due to a change of mind, you may do so within 3 days of delivery, provided the item is still in its original, unopened, and sealed packaging. In this case, you will be responsible for the return shipping costs. Once we receive the item and confirm its condition, we will process your refund.
5. What is the policy on opened or used products?
For hygiene and safety reasons, we cannot accept returns or issue refunds for products that have been opened or used, unless they are found to be defective.
6. What about high-value or ‘high-end’ items?
For items of a higher value, our dedicated after-sales team will carefully assess the situation. Depending on the circumstances and the condition of the returned product, we will determine the most appropriate solution, which could be a repair, replacement, or refund. We will keep you informed throughout this process.
7. Are there any items that cannot be returned?
Please note that certain items may not be eligible for return. These include:
- Personalized or custom-made items.
- Items marked as “Final Sale” or “Non-Returnable”.
- Digital products or gift cards.
8. Can I return an item to a physical location?
No, all returns and exchanges are handled exclusively by our online team through the process outlined above. We do not have a physical location for in-person returns.
We aim to make our refund and return process as clear and fair as possible. Should you have any questions that are not addressed here, please do not hesitate to contact our customer support team.