Refund policy

Return, Refund & Exchange Policy

At Dudu’s Cuppa, customer satisfaction is important to us. While all products sold are generally non-returnable and non-refundable due to the nature of our goods (consumable wellness and tea products), we do accommodate returns, refunds, or exchanges strictly under specific conditions outlined below.

✅ Eligibility for Return, Refund, or Exchange

You may request a return, refund, or exchange within 7 calendar days from the date you received your order only if:

1. You received an incorrect item (wrong variant or product).

2. Your order contains missing items.

Requests submitted beyond this timeframe will not be accepted.

📦 Conditions for Approval

To be eligible for a return, refund, or exchange, the following conditions must be met:

  • The item(s) must be unused, in original condition, and in the original packaging.
  • The return must be initiated within 7 days of delivery.
  • The customer is responsible for returning the item to us at their own cost.
  • Dudu’s Cuppa will bear the delivery fees incurred for resending the correct item back to the customer.

❌ Ineligible Requests

We do not accept returns, refunds, or exchanges under the following circumstances:

  • The request is submitted more than 7 days after receiving the order.
  • The product has been used, tampered with, or returned not in original condition.
  • The item was damaged after delivery due to misuse.
  • Delivery failed due to incorrect shipping address or issues within customer’s control.
  • Delays caused by external factors such as courier disruptions, customs clearance, or extreme weather.
  • Any other exceptional circumstances beyond Dudu’s Cuppa’s control.

💸 Refund Process

If a refund is approved:

  • The refund will be processed and credited to your original payment method.
  • Please allow up to 14 business days for the refund to reflect in your account.
  • Return shipping costs (from customer to Dudu’s) remain the customer’s responsibility.
  • Dudu’s Cuppa will cover the cost of resending the correct or replacement product.

📩 How to Submit a Request

To initiate a return, refund, or exchange request:

  • Contact us at +6016-282-4036 within 7 days of receiving your order.
  • Provide your full name, order number, and clear photos of the product and packaging.
  • Our support team will review your request and respond with further instructions.

If you have any questions regarding our policy, please reach out:

Dudu’s Cuppa
Operated by True Vital Sdn. Bhd.
📧 Email: marketing@duducuppa.com
📞 Phone: +6016-282-4036
🕒 Business Hours: Mon-Fri (9.00am - 6.00pm)