Return and refund policy

RETURN AND REFUND POLICY
Last updated: December 14, 2023


Thank you for your purchase. We hope you are satisfied with your purchase; however, if you are not satisfied with your purchase, you may return the Product for a refund or, if applicable, an exchange of Product. The following is our return and refund policy.

Interpretation and Definitions

Interpretation
Capitalized words have the meanings defined below.

The following definitions shall have the same meaning regardless of whether they appear in the singular or plural.

Definitions

For the purposes of this policy shall mean:
You: means the natural person who accesses or uses the Service, or the company, or other legal entity on behalf of which such natural person accesses or uses the Service, as applicable.
We (hereinafter, “Company”, “we”, “us” or “our”): refers to CUID TECH S.A.P.I. de C.V., commercially known as Cuid, with address at Blvd Manuel Ávila Camacho 184 piso 11 B, Miguel Hidalgo, Mexico City 11650, Mexico.
Service: refers to the Website.
Website: refers to the site accessible from https://www.cuid.mx.
Goods or Products: refers to the items offered for sale on the Service.
Orders: means a request by you to purchase Products.
RETURNS

All returns must be processed within thirty (30) days from the date of delivery.

Note: All Products must be new and unused, with all original tags and original packaging.

What happens if the Product is damaged or is the wrong Product?

Our team performs proper quality checks on every order that is shipped. If you have still received a damaged or incorrect Product, please email us at: hola@cuid.tech. You will then be informed of the next steps to take.

Note: We kindly ask you to pack the Product in the same condition in which you received it.

Make an unpacking video of the Product while opening the package for the first time. Please note that the video must be uncut and unedited from start to finish.

When can I return an item?
You can return an item for the following reasons:

I received a damaged or defective Product.
I received an incorrect Product.


Which items cannot be returned?
Returns will not be accepted when any of the following causes occur:

If the request is initiated 14 days after delivery of an order.
If you entered an incorrect shipping address when placing the order.
If the Product is returned without the original packaging, including price tags, labels, original packaging, free gifts and other accessories, or if the original packaging is damaged.
If the serial number is found to have been altered.
The Product is intentionally damaged/destroyed or if it is used/worn.
Request for return or replacement of any free or complimentary Product.
Any other reason not covered by the cases in the above section. For example, “I ordered the wrong Product”, “the Product is no longer needed”, “I don't like the Product”, etc.

How long will it take to complete the return process?
We will ensure that the return process is quick and hassle-free. As soon as we receive your Product for a return, we will process your refund within seven (7) business days after a thorough inspection of your claims.

Please note that there may be some delays, but your Product and your money are in good hands.

RETURN PROCESS
To return an item, please email customer service at hola@cuid.mx with your inquiry, order number and Product unboxing video to obtain a Return Merchandise Authorization (RMA) number. After receiving an RMA number, place the item securely in its original packaging, and mail your return to the address in the following format:

CUID TECH S.A.P.I. de C.V.

Attn: Return to origin

RMA#

—------------------------------------------

—------DOMICILIO—----------—-----

—------------------------------------------

Please note the following:

Return shipping costs will be reimbursed by us. We advise you to use a trackable method to ship your return.
Do not send your package without first obtaining our confirmation. Otherwise, your return request will be refused and no refund or replacement will be offered.
LIMITATION OF LIABILITY: THE COMPANY HAS A SPECIALIZED TEAM THAT WILL CHECK THE RETURN REQUESTS AND THEIR DECISION ON YOUR REQUEST WILL BE FINAL TO ACCEPT OR REJECT IT. WE MAY REFUSE THE RETURN REQUEST IF THE PRODUCT SHOWS DAMAGE OTHER THAN WHAT IS SHOWN IN THE UNPACKING VIDEO OR IF THE PRODUCT IS FOUND TO HAVE BEEN USED OR TAMPERED WITH. IF A RETURN REQUEST IS REFUSED, NO EXCHANGE OR REFUND WILL BE MADE TO THE CUSTOMER.

REQUIREMENTS FOR ACCEPTANCE OF SHIPMENTS

Before accepting shipment of any Product, please ensure that the Product packaging is not damaged or tampered with. If the package is damaged or tampered with, please refuse delivery and, if possible, click on some photos of the packaging and send them to us so that we can take further action. We guarantee a refund in case you refuse delivery or do not receive it. If you decide to accept the Product, you do so at your own risk.

REPEATED REQUESTS FOR RETURNS

We reserve the right to impose additional charges for reimbursement of shipping costs if we observe that you have a history of repeated returns.
We also reserve the right to make Products ineligible for return or exchange if we observe a history of repeated returns.
The responsibility and risk for such returns will be on you to establish your claim for return. Replacement will only be initiated if they meet the above conditions. If the Product does not pass verification and checks, the Product will be returned to you at your expense.


RETURNS
After receiving your return request and inspecting all photos and video evidence, we will process your refund. Please allow at least seven (7) business days to process your refund. Refunds will be credited to the original payment method you used when making the purchase. Refunds may take 1-2 billing cycles to appear on your credit or debit card statement, depending on your credit or debit card issuer, as applicable.

Please note that partial refunds will imply a partial refund.

Refunds: Duplicate Payment

Refund of duplicate payment made by the delegate will be processed through the same source (original payment method) within seven (7) business days after customer notification.

Pre-sale order cancellation
You may cancel your pre-sale order until December 30, 2023 at 11:59 p.m. by sending an email to hola@cuid.mx requesting the cancellation of your order. After this date, Cuid will no longer accept any type of cancellation on pre-sale purchases and therefore, you will have to follow the progress established for refunds.

The email, at least, must indicate the following: i) order number; ii) general data of the applicant; iii) date of purchase; iv) express indication that you wish to cancel the order and, finally, an official identification of the applicant.

Please allow at least seven (7) business days for processing your refund. Refunds will be credited to the original payment method you used when making the purchase. Refunds may take 1-2 billing cycles to appear on your credit or debit card statement, depending on your credit or debit card issuer, as applicable.

CANCELLATIONS
At cuid, we strive to process and fulfill orders promptly to ensure a smooth and efficient customer experience. Once you have placed an order with us, our fulfillment process begins immediately to ensure timely delivery of the Products or services you have ordered.

Due to the nature of our business operations, which include inventory management, vendor arrangements and logistical considerations, we cannot accommodate order cancellations once they have been shipped. We ask that you review your order carefully before completing your purchase.

Although we make every effort to fulfill all orders successfully, there may be certain circumstances that may cause us to cancel an order. These circumstances may include, but are not limited to:

Product/Service Unavailability: In the event that a Product or service becomes out of stock or unavailable after you have placed your order, we may have to cancel your order. We will notify you promptly if such a situation occurs and provide you with any applicable refund or alternative options.
Violation of Terms of Service: If we determine that an order violates our Terms of Service or any applicable law or regulation, we reserve the right to cancel the order.
Suspected Fraudulent Activity: If we have reason to believe that an order is associated with fraudulent activity or unauthorized use of payment information, we may cancel the order to protect our customers and our business.
In the event that we must cancel your order, we will make every reasonable effort to notify you promptly using the contact information provided during the order placement process. Refunds will be credited to the original method of payment you used when making the purchase.

QUESTIONS
If you have any questions about our return and refund policy, please email us at:

hola@cuid.mx.