Widerrufsrecht
Last updated: September 14, 2026
This Refund Policy applies to orders placed on or after September 14, 2026. Orders placed before this date are handled under the policy in effect at the time of purchase.
1. OVERVIEW
Every Cuszoo product is made to order and personalised for you. Because each item is produced individually, our return rules differ depending on the reason for the return. Please read the two categories below.
2. ORDER CANCELLATION
You may cancel or modify your order within 24 hours of placing it, provided production has not yet started. Personalisation details cannot be changed once production begins.
To cancel, email support@cuszoo.com with your order number (beginning with #).
3. IF THERE IS A PROBLEM WITH YOUR ORDER
If your item arrives damaged, defective, incorrectly printed, or is not the item you ordered, you are entitled to a replacement or a full refund.
- Time limit: contact us within 30 days of delivery.
- Evidence required: clear photos or a short video showing the problem.
- Return shipping: we cover the cost. We will send you a prepaid return label, or reimburse the postage if a label is not available for your country.
- Resolution: we will send a free replacement or issue a full refund, at your choice.
Email support@cuszoo.com with your order number, the product name, a description of the problem, and the photos or video.
4. IF YOU SIMPLY CHANGED YOUR MIND
Because every item is personalised with your own photos, names or text, it cannot be resold. For this reason we are unable to accept returns or exchanges for change-of-mind reasons once production has started. Please double-check your spelling, photo and size selection before completing checkout, and use the size guide on each product page.
If you have not yet received a production confirmation and it is within 24 hours of ordering, you may cancel under Section 2 above.
5. NON-RETURNABLE ITEMS
- Gift cards
- Items damaged by misuse, alteration or normal wear after delivery
6. HOW TO REQUEST A RETURN
- Email support@cuszoo.com with your order number and the reason for the return. Do not ship anything back before receiving our written authorisation - unauthorised returns cannot be processed.
- We will reply within 2 business days with return instructions and the return address.
- Pack the item securely and include a note with your order number and contact details. Do not attach shipping labels directly to the product packaging.
- Ship the parcel and keep the tracking number.
7. RETURN ADDRESS
Authorized returns should be sent to:
NewRate LLC
30 N Gould St, Ste N, Sheridan, WY 82801, United States
Please note that return postage can be expensive. For faulty or incorrect items we cover this cost - contact us first and we will advise the most economical method. Our products are produced and dispatched from our fulfilment centre; where a return to our fulfilment origin is more practical, we will provide that address with your return authorisation.
8. REFUNDS
Once we receive and inspect your return, we will notify you of the outcome within 3 business days.
Approved refunds are issued to your original payment method within 5 business days. Depending on your bank or card issuer, it may take a further 5 to 10 business days for the funds to appear on your statement.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact support@cuszoo.com.
9. EXCHANGES
We do not process direct exchanges. If you need a different item, request a return under Section 3 or 4 above and place a new order separately.
10. CONTACT
NewRate LLC
30 N Gould St, Ste N, Sheridan, WY 82801, United States
Email: support@cuszoo.com
Customer service hours: Monday-Friday, 9:30 AM-5:00 PM (EST)