Refund Policy

1. Scope and Purpose

This policy applies to Talking Mario AI plush toys purchased through official channels within Peru. It covers three scenarios: (i) withdrawal due to change of mind, (ii) warranty for manufacturing defects, and (iii) repairs after 30 days. All timeframes are counted from the delivery date (for shipped orders) or purchase date (for in-person purchases).

• Withdrawal (7 days): If you change your mind, you may return the product within 7 calendar days of delivery, provided it shows minimal use, is complete, and is in its original packaging. Return shipping is the customer's responsibility. After this period, returns based on preference are not accepted.
• Warranty for defects (0–30 days): Covers manufacturing defects or malfunctions under normal use. Pickup and redelivery are free. Resolution: repair or replacement; if not viable, a full refund of the amount effectively paid.
• Defective on first use (first 7 days): If the product does not work from the very first use, we will prioritize a replacement after validation.
• After 30 days: Free repair (labor and available parts). Customer is responsible for shipping both ways. If repair is not feasible or parts are unavailable, we will offer alternatives (e.g., upgrade to updated version at a preferential rate).

2. Coverage and Exclusions

Covered: Talking Mario plush toys purchased through official channels and reported within the applicable timeframes.

Not covered:

• Purchases from unauthorized resellers
• Promotional gifts, packaging, or merchandise without electronics
• Normal wear and tear
• Drops, impacts, or physical damage
• Exposure to moisture, liquids, or extreme heat
• Use of incompatible chargers or accessories
• Third-party interventions or unauthorized repairs
• Use outside the product manual guidelines
• External connectivity issues (your Wi-Fi, OS, or app)
• Aesthetic damage that does not affect functionality
• Loss or theft

3. Timeframes

• Withdrawal: 7 calendar days from delivery
• Warranty for defects: 30 calendar days from delivery
• Priority replacement (defective from day one): Within the first 7 days

4. How to Submit a Request (Step by Step)

1. Email us at info@cuddleforge.com with the subject: Request #[your order number] and indicate whether it is a Withdrawal, Warranty (0–30 days), or Post-30-day repair.
2. Attach your receipt or order number and, if reporting a defect, include photos or videos of the issue.
3. We will respond within 1–2 business days with instructions and, if applicable, a verification checklist.
4. If a return is required, we will send a prepaid label and packing instructions (or advise you on how to ship it, depending on the case).
5. At our workshop, we will run a diagnostic (power-on, audio, electronics/firmware as applicable) and provide results within 3 business days of receipt.

Packing tip: use cushioning and include all accessories. If you use our label/courier, we assume transit risk. If you ship on your own, costs and risk are the sender's responsibility.

5. Resolutions by Scenario

Withdrawal (7 days)

Full refund via the original payment method, or exchange for another product. Refunds are issued within 7 business days (your bank or payment processor may take additional time to reflect it).

Warranty (0–30 days)

• Free repair (labor and parts)
• Replacement if irreparable or recurring
• Full refund if neither repair nor replacement is viable
• Free pickup and redelivery

After 30 days

• Free repair (labor and available parts)
• Shipping both ways at customer's expense
• Alternatives if repair is not viable (e.g., upgrade at preferential rate)

Purchases with coupons or discounts

We refund only the amount effectively paid. Coupons are not refunded or reissued.

6. Response Times (SLA)

• Initial response: 1–2 business days
• Technical diagnosis: Up to 3 business days from workshop receipt
• Repair or replacement dispatch: Up to 7 business days (subject to parts availability)

We will communicate any delays due to force majeure or parts unavailability.

7. Requirements to Open a Case

• Receipt or order number
• Product with minimal use and complete for withdrawal cases
• Evidence of the defect (photos/videos) for warranty cases
• Original accessories and, if possible, original packaging
• Contact details and pickup/return address

8. Shipping and Logistics Costs (Peru)

9. Support and Claims

Support hours: Monday to Friday, 9:00–18:00 (GMT-5)

If something did not go as expected, please contact us at info@cuddleforge.com. We will respond within a maximum of 15 business days. For orders within Peru, you may also file a complaint through the virtual Libro de Reclamaciones available at the bottom of our website.

10. Policy Updates

We may update this policy due to improvements or regulatory changes. The effective date is shown at the top of this page. Changes do not affect cases already in progress.

11. Product Care and Cleaning

Dry clean only or wipe with a slightly damp cloth (do not soak). Avoid heat, moisture, and washing machines.

International Annex

Refund and Warranty Policy for Orders Outside Peru

This annex applies to orders shipped outside Peru, including Latin America, North America, Europe, and other regions where CuddleForge ships. It supplements the main refund policy above. In case of conflict with local consumer protection laws in the destination country, those local laws shall prevail.

A. Scope

This annex covers: (i) warranty for manufacturing defects (0–30 days) and (ii) repairs after 30 days, for Talking Mario plush toys purchased through official channels.

• Warranty for defects (0–30 days): Covers manufacturing defects under normal use. We will send a return label and cover reshipment of the repaired or replaced product at no additional cost. If the product is irreparable, we will issue a full refund of the amount effectively paid.
• Defective on first use (first 7 days): Priority replacement after case validation.
• After 30 days: Free repair (labor and available parts). Customer assumes shipping both ways. If the defect is confirmed to be a factory defect and cannot be repaired, a full refund will be issued. If the issue results from misuse or external factors, only repair is offered with shipping at the customer's expense. If parts are unavailable, an upgrade at a preferential rate may be offered.
• Purchases with coupons or discounts: We refund only the amount effectively paid in the original currency (S/ or USD). Coupons are not refunded or reissued.

B. Shipping and Delays

All international orders are dispatched within the timeframe stated on the product page or, if not specified, within 30 days of purchase. If we cannot meet the estimated timeframe, we will contact you to approve a new date or process an immediate refund. CuddleForge is not responsible for delays caused by carriers, customs, or force majeure, but we will assist you and keep you informed throughout.

C. Limited International Warranty

This warranty covers manufacturing defects only.

• Duration: 30 calendar days from delivery
• Remedies: Repair, replacement, or refund based on technical assessment
• Specific rights may vary according to local consumer protection laws in your country

D. Shipping and Logistics Costs (International)

Transit risk: if you use our label/courier, CuddleForge assumes transit risk. If you choose your own shipping method, costs and risk are the sender's responsibility.

E. International Customer Support