Refund and Returns Policy

At Cesoda, we value the trust you place in our brand and are committed to ensuring that you feel fully satisfied with every purchase. While we strive to deliver products of the highest quality, we understand that circumstances may arise where a return or refund becomes necessary. This document provides a detailed explanation of our policies, procedures, and customer responsibilities to make the return and refund process as smooth and transparent as possible.

1. Eligibility for Returns

Our toys and personalized items are carefully crafted to meet high-quality standards. However, due to their nature, we are only able to accept returns in very specific circumstances. A return request may be approved if:

  • The product arrives defective, damaged, or broken. Despite careful packaging and quality checks, occasional issues may occur during shipping or handling. If you receive an item that is not in usable condition, we want to make it right for you.

  • The product received is not the one you ordered. Mistakes in order fulfillment can rarely happen. If the item differs from the confirmation details in your order (for example, a different product type, incorrect size, or an unintended substitution), you are entitled to request a return.

It is equally important to understand the cases where returns are not accepted. These include:

  • Change of mind or preference. If you decide you no longer want the item, we cannot accept a return.

  • Incorrect selection by the customer. If you chose the wrong product, such as the wrong size, color, or style, we cannot be held responsible.

  • Normal wear and tear. Items that show damage caused by regular use, rather than shipping or manufacturing defects, do not qualify for a return.

By clearly outlining these conditions, our goal is to protect both you as a valued customer and Cesoda as a brand committed to fair and consistent practices.

2. Reporting an Issue

If you encounter a problem with your order, it is essential to report it promptly so we can provide the best possible assistance. To ensure a smooth process, please carefully follow these steps:

  1. Contact us at [email protected] within 7 calendar days of receiving your package. Reporting an issue within this timeframe allows us to quickly verify the situation and prevent unnecessary delays.

  2. When contacting us, please include:

    • Your order number so we can quickly locate your purchase in our system.

    • Clear photographs showing the defective, damaged, or incorrect product. These images are crucial for us to confirm the issue and prevent future errors.

    • A brief but detailed description of the problem you encountered. The more information you provide, the faster and more effectively we can resolve the matter.

  3. Once your request is received, our customer support team will carefully review the case and provide you with clear instructions on how to return the item.

Please note that any requests submitted after the 7-day window may not be eligible, as we cannot confirm whether the issue occurred during delivery or after the product was used.

3. Conditions for Returning Products

To ensure that returns are processed fairly and efficiently, the following conditions must be met:

  • Original packaging: Items should be returned in their original packaging whenever possible, as this helps protect the product during shipping and speeds up inspection once it reaches us.

  • Authorization required: Only returns that have been approved in advance by our support team will be accepted. Unauthorized returns sent without prior communication may not be processed and will not be refunded.

  • Responsibility for shipping: Unless the return is the result of an error on our part (such as sending the wrong item or a product that is defective), customers are responsible for the cost and risk of return shipping. We strongly encourage you to use a trackable and insured shipping service to prevent issues with lost or damaged items during return transit.

These conditions are designed to protect both the customer and our company, ensuring that the process is handled with fairness, accountability, and efficiency.

4. Refund Process

Once your returned item has been received at our facility, it will go through a thorough inspection to verify whether it meets the eligibility criteria outlined above. After the inspection is complete:

  • You will receive an email notification informing you whether your refund request has been approved or rejected.

  • If approved, the refund will be issued within 5–10 business days and sent back to your original payment method (such as credit card, PayPal, or other method used during checkout).

  • Please note that while we process refunds promptly, your bank or credit card provider may require additional time to post the funds back to your account. This timeline is beyond our control, but we will provide all necessary documentation to help track the refund if needed.

By being transparent about the refund process and timelines, we aim to set clear expectations and provide peace of mind throughout the resolution.

5. Exchanges

At this time, Cesoda does not offer direct product exchanges. If you receive a defective or damaged item, the appropriate process is as follows:

  1. Return the product for a refund, following the steps outlined above.

  2. Once the refund is issued, you may place a new order for the correct or replacement item.

This approach allows us to maintain accurate inventory control and ensures that every order is processed as a new, verified transaction.

6. Final Sale Items

Certain items may be marked as Final Sale at the time of purchase. These products are not eligible for return, exchange, or refund under any circumstances, unless they arrive defective or damaged upon delivery. We make this clear at the time of sale so that you can make an informed purchasing decision.

7. Questions or Assistance

We understand that navigating return and refund policies can sometimes feel complicated, and our team is always ready to help. If you have any questions about this policy, require clarification, or need assistance with your order, please don’t hesitate to reach out.

Email: [email protected]

Our support team is dedicated to providing prompt and professional assistance. Whether you are reporting an issue, seeking guidance, or simply want to understand our policies better, we are here to support you every step of the way.