Refund policy

Return & Refund Policy

Last Updated: July 13, 2026

At CUDL, a brand owned and operated by Forwd Ventures Private Limited, we are committed to providing high-quality products and a seamless shopping experience. Please read this Return & Refund Policy carefully before placing an order.

By placing an order on our website, you agree to the terms outlined below.

Order Cancellation

Orders may be cancelled only before they have been processed or dispatched.

Once an order has been shipped, it cannot be cancelled.

If you wish to cancel your order before dispatch, please contact us immediately at support.cudl@gmail.com.

Return Policy

To maintain product quality, hygiene standards, and prevent misuse, we do not accept returns for the following reasons:

Change of mind.
Ordered the wrong product.
No longer want the product.
Product did not meet personal expectations.
Minor colour or appearance variations due to lighting, photography, or screen settings.
Delay in delivery caused by courier partners.
Incorrect or incomplete shipping address provided by the customer.
Refusal to accept delivery without a valid reason.
Products that have been used, opened, or damaged after delivery.

Replacement Policy

We offer free replacements only in the following situations:

You received a damaged product.
You received the wrong product.
The product is defective upon arrival.
Your order has missing accessories or components.

Replacement requests must be submitted within 48 hours of delivery.

Mandatory Proof Required

To process any replacement request, you must provide:

Your Order Number.
Clear photographs of the product.
Clear photographs of the outer shipping package.
A complete, uninterrupted unboxing video recorded from the moment the sealed package is opened.

Claims submitted without a valid unboxing video may not be eligible for replacement or refund.

Product Condition for Replacement

To qualify for a replacement, the product must:

Be unused.
Be returned with all original accessories.
Be returned in its original packaging.
Not show signs of misuse, accidental damage, or tampering after delivery.

Refund Policy

Refunds are issued only under the following circumstances:

A replacement product is unavailable.
Your order is cancelled by us before dispatch.
The ordered product becomes unavailable after purchase.
A replacement cannot be arranged after verification.

Approved refunds will be processed to your original payment method within 5–10 business days after approval.

Please note that payment gateway processing times may vary depending on your bank or payment provider.

Cash on Delivery (COD)

Cash on Delivery (COD) orders may be subject to verification before dispatch.

CUDL reserves the right to:

Cancel unverified COD orders.
Decline COD service for customers with repeated order refusals or Return-to-Origin (RTO) history.
Request prepaid payment for future orders where necessary.

Return-to-Origin (RTO) Policy

If an order is returned to us because:

The customer refused delivery.
The shipping address provided was incorrect or incomplete.
The customer was unavailable despite multiple delivery attempts.
The shipment remained unclaimed.

The order will be treated as a Return-to-Origin (RTO).

In such cases:

Shipping charges are non-refundable.
Re-dispatch of the order will require payment of applicable shipping charges.
Customers with repeated RTO orders may have Cash on Delivery (COD) disabled for future purchases.

Damaged Shipments

If your package appears visibly damaged at the time of delivery, we recommend refusing the shipment where possible and contacting our support team immediately.

If you choose to accept the package, please record a complete unboxing video before opening it.

Non-Returnable Items

Unless damaged, defective, or incorrectly delivered, the following items are not eligible for return or replacement:

Opened products.
Used products.
Products returned without original packaging.
Products with missing accessories.
Products damaged due to misuse or improper handling after delivery.

Fraud Prevention

To protect both our customers and our business from fraudulent claims, CUDL reserves the right to:

Request additional information or verification.
Reject claims that cannot be sufficiently verified.
Decline replacement or refund requests found to be fraudulent, abusive, or in violation of this policy.

The decision of CUDL regarding replacement and refund eligibility shall be final after verification.