This version has not been published or taken effect. Existing orders retain the return terms in effect when purchased.
1. Return Eligibility
Ordinary returns must be unused, uninstalled, and uncut, with all parts and accessories included. Keep the original packaging intact or in a condition suitable for resale, and provide your order information or proof of purchase.
These ordinary-return conditions do not remove remedies for defective, damaged, or incorrectly supplied goods under applicable law.
2. 30-Day Return Window
Submit your return request within 30 days of the delivery date confirmed by the carrier. After approval, hand the return to the carrier within 14 calendar days. The carrier’s first acceptance scan determines whether it was shipped on time; creating a shipping label alone does not count.
This new policy takes effect on its official publication date and applies only to orders placed on or after that date. Earlier orders remain subject to the policy in effect at purchase and applicable statutory rights. The ordinary return window does not limit rights available under applicable warranty or consumer protection law.
3. How to Request a Return
Sign in to your orders, open the order, and choose Request Return. Select the purchased items and quantities, a reason, and a description. Photos can help with damage or quality review but are not required to submit.
After submitting, your unique return number and status are available in the order. An administrator reviews your request and provides the approved warehouse destination and instructions. Obtain approval before shipping. Do not send merchandise to the original shipping address or our mailing address unless instructed.
You can enter a tracking number in your return record. CUC verifies carrier acceptance and actual warehouse receipt. The site does not automatically issue paid return labels.
4. Change-of-Mind Returns
If you no longer need an item or ordered the wrong item or specification, you may request a return within the 30-day window if it meets the eligibility conditions. You pay the actual return shipping cost. Original delivery charges are not refunded. Eligible standard items have no restocking fee.
5. Damaged, Defective or Incorrect Items
Contact us if your item has a manufacturing defect, was damaged in transit, or does not match the accepted order. Include photos or video of the item, packaging, and shipping label when available. We may request reasonable information to review the issue, but a missing photo alone does not automatically disqualify a claim.
For confirmed issues that are CUC’s responsibility, CUC covers reasonable return or exchange handling costs, including reasonable return shipping. We will provide a replacement, refund, or another appropriate resolution. Shipping charges and refunds are handled according to applicable law and actual responsibility. Customer service may decide that a low-value item does not need to be returned.
Opening or installing an item does not automatically disqualify a legitimate quality claim. Applicable consumer protection and warranty rights take priority over ordinary-return restrictions.
6. Non-Returnable Items
The following generally do not qualify for ordinary change-of-mind returns:
- Cut tubing, wire, or other materials.
- Installed or visibly used items.
- Kits missing important components.
- Items that are not suitable for resale.
- Items clearly identified before purchase as custom-made or non-returnable.
These restrictions do not exclude remedies required by law for defective or incorrectly supplied goods. Any special conditions or additional costs for special-order, oversized, or palletized goods must be disclosed before you place the order.
7. Return Shipping Costs
For non-quality returns, the customer pays the actual return shipping cost and original delivery charges are not refunded. No restocking fee applies to eligible standard items. For confirmed manufacturing defects, transit damage, or CUC shipping errors, CUC covers reasonable costs for which it is responsible, subject to applicable law. Follow the approved instructions before arranging shipment.
8. Refund Processing
After receiving a return, CUC will normally inspect it and initiate a refund for an eligible return within 5 business days. If applicable law requires an earlier refund, that requirement takes priority. Refunds may be full or partial according to the approved resolution and are returned to the original payment method. The time for the credit to appear depends on the payment provider or bank; the inspection and initiation period is not a guaranteed bank posting time.
A refund is confirmed after the payment processor confirms it. A refund does not automatically restock merchandise or complete a physical return. Rewards adjustments depend on the order outcome. Partial refunds require review; Rewards are not automatically reduced in proportion to the refund. See the CUC Rewards Terms. We do not replace a refund required by law with store credit without your agreement.
9. Exchanges
Contact customer service to discuss an exchange before returning an item. Availability and the appropriate resolution will be confirmed with you. The website does not automatically process exchanges. For a confirmed defect, transit damage, or CUC error, reasonable exchange costs are handled according to CUC’s responsibility and applicable law.
10. Contact Support
For a return, use Request Return in your order. For help, email returns@cucsupply.com. For other order questions, email support@cucsupply.com or visit Contact CUC Supply. Please include your order number. Our mailing address is not a return warehouse; use only the return destination provided in your approval.