Refund policy
Return Policy – Non Custom
We have a 30-day return policy for all non-custom orders, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please login with the email used to place your order.
From there, you can start the return process from your account. If you have any questions, you can contact us at info_us@cuore.ch.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info_us@cuore.ch.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on closeout items or gift cards.
Return Policy – Custom
All custom orders are final sale and cannot be returned or exchanged. If there is issue with the product that falls under our Warranty Policy for Faulty Goods, we will replace or repair the product.
Warranty Policy for Faulty Goods
Warranty Coverage
Our products are covered by a 12-month warranty against manufacturing and material defects.
Proof of Purchase
A valid proof of purchase is required to process any warranty claims. Acceptable proofs include the order number or the email associated with the purchase.
Warranty Claim Process
1. Contact Customer Service: Reach out to our customer service team, info_us@cuore.ch, to report the issue with your product, providing your proof of purchase.
2. Assessment: Our team will assess the reported defect and may request additional information or photos of the issue.
3. Return Instructions: If the product is confirmed to be defective, you will receive instructions on how to return it.
4. Repair or Replacement: Upon receiving the faulty product, we will either repair it or provide a replacement, whichever is deemed most appropriate.
5. Shipping Costs: Cuore covers all shipping costs associated with the return and the subsequent repair or replacement of faulty goods.
For any additional questions or assistance, please contact our customer service team at info_us@cuore.ch.
Crash Replacement Policy
Coverage Period
Our crash replacement policy is valid for 12-months from the date of purchase.
Proof of Purchase
A valid proof of purchase is required to process any warranty claims. Acceptable proofs include the order number or the email associated with the purchase.
Photo Evidence
Photo evidence of the damaged product must be provided to qualify for the crash replacement discount.
Discount Details
Eligible customers will receive a 50% discount on the same product or the nearest available equivalent.
Claim Process
1. Contact Customer Service: Reach out to our customer service team with your proof of purchase and photo evidence of the damage.
2. Assessment: Our team will review the provided information and confirm eligibility.
3. Discount Application: Once approved, you will receive a 50% discount on the replacement product.
4. Shipping: You will be charged a standard shipping fee for the replacement.
5. For any additional questions or assistance, please contact our customer service team at info_us@cuore.ch.