Refund policy

Last updated: September 28, 2026

We hope your Cuzlhlaty™ bag is what you expected when you placed your order. If it is not right for you, or there is a problem with the item you received, please contact us under this policy. We will explain the return steps, provide the correct return address, and confirm who is responsible for return shipping based on the reason for the return.

1. Return Window

To request a return and refund, email service@cuzlhlaty.com within 7 days of receiving your item and ship the return within 7 days of receiving it. Keep your shipping receipt and tracking number so the return can be traced.

Contact customer support first for the correct return address. Do not send an item to our business address unless we confirm that it is the appropriate return address. If you contacted us within the return window but could not ship by day 7 because you were waiting for us to provide the address, keep a record of your first message and follow the shipping instructions we provide. We will not hold a delay caused by our response against you.

If applicable law gives you a longer return period or other consumer rights, those legal requirements apply.

2. Returns for Personal Preference

If you change your mind or decide that a bag’s style or color is not right for you, you may request a return within the window above. Keep the bag clean and in good condition, avoid using it beyond a normal inspection and try-on, and package it carefully for return.

If the bag came with a complimentary charm, please return the charm with it. If the charm is missing or the item’s condition has changed, tell our support team before shipping so we can discuss the available options. The buyer pays return shipping for a personal-preference return.

3. Product Problems and Incorrect Items

If your bag arrives damaged, you receive the wrong style, the charm shown attached in the product photos is missing, or the item differs materially from its description, please email us with:

  • Your order number and checkout email;

  • The product name and a description of the issue;

  • Clear photos of the bag, charm, or outer packaging, as relevant.

After reviewing the issue, we will offer an appropriate solution, which may include sending a missing item, a replacement, a refund, or another remedy. If a return is needed because of one of these product issues, we cover the applicable return shipping cost. If only the charm is missing, we will first check whether we can send the charm; you do not need to return the entire bag before discussing the solution with us.

4. How to Request a Return

Step 1 | Contact us. Email service@cuzlhlaty.com with your order number, the item you wish to return, and the reason. Include clear photos if the item is damaged, incorrect, or missing an included accessory.

Step 2 | Confirm the instructions. Our team will check the order and provide the correct return address, shipping instructions, and applicable return shipping arrangement. The return facility may be different from the company business address shown on our website.

Step 3 | Ship and keep your receipt. Package the item according to the confirmed instructions, ship it within the applicable period, and provide us with the tracking number. Keep your shipping receipt until the return is resolved.

A package sent to an unconfirmed or incorrect address may be difficult to identify or process. Please obtain return instructions before shipping.

5. Return Shipping Costs

  • Product issue: If a return is needed because the bag is damaged, the wrong style was sent, an included charm is missing, or the item differs materially from its description, we cover the applicable return shipping cost. Contact us first to confirm how to ship it.

  • Personal preference: If you return a bag because you do not like it, have changed your mind, or prefer a different style, the buyer pays return shipping. Keep a trackable shipping receipt so the package can be located if needed.

If you are unsure which reason applies or who will pay for shipping, contact us before sending the item.

6. Return Review and Refunds

After we receive the returned item, we will review it in light of the return reason and its condition. If it qualifies for a refund, we will process the refund within 3 days of confirming eligibility, to the original payment method. Your payment provider may take additional time to show the funds in your account.

If we need more information about the item’s condition, or what we receive does not match the return request, we will contact you using the details provided. If the original payment method cannot receive a refund, please contact us so we can review an appropriate way to resolve it.

7. Exchanges and Special Situations

If you would prefer another color or style, contact us first to check availability and the return steps that apply to your original order. Do not send an item back before receiving instructions. An exchange depends on the availability of the requested style.

If a package is lost in transit, or tracking says “delivered” but you have not received it, contact us under our Shipping Policy so we can investigate. You are not expected to return an item you never received.

8. Contact Us

Brand: Cuzlhlaty™
Website: cuzlhlaty.com
Legal Company Name and Website Operator: Hangzhou Senyu Cross-border Network Technology Co., Ltd.
Owner: Yan Hangyun
Business Address: Room 1324, Building 7, No. 112 Jinjiadu Road, Liangzhu Subdistrict, Yuhang District, Hangzhou City, Zhejiang Province
Customer Support Email: service@cuzlhlaty.com
Phone: +86 175 8504 8534
Customer Service Hours: 9:00 AM – 6:00 PM (GMT-08:00) Pacific Time (US & Canada)