Exchange and Returns Policy
Customers have 15 days to return or exchange items after receiving their order. Return shipping costs are the customer's responsibility, except for quality issues/errors by Cubanas.
How to Return/Exchange:
Please place the unused item along with a completed return form (sent with your order) in the original packaging.
Send the item to the address specified on the form using the courier company you deem most suitable. If Cubanas supports returns for the above reasons, we will send you pickup instructions (courier company, pickup details, pickup code, and label) via email/phone.
For any questions or further information, please feel free to contact our customer service at MukhbarLloyd382@gmail.com.
Monday to Friday, 9:30 AM to 6:00 PM.
*We do not accept returns or exchanges of modified items.
Exchange/Refund Timeframe:
We process your return within an average of 3 business days after receiving it.
If you wish to exchange your item for a lower-value item, we will provide you with a voucher. This voucher is valid only in our online store, excludes shipping, and is valid for a maximum of 180 days. Vouchers are non-refundable.
For refunds, we will process them using the same payment method you used when placing your order (if you paid via bank transfer, please provide your IBAN account number).
Please note that refunds via credit card/bank transfer may take up to 10 days, depending on your bank's processing speed. Refunds via PayPal will arrive within 3 business days.
In-Store Exchanges
After receiving confirmation from customer service that you can exchange your item in a physical store, please bring the original packaging and return slip to the designated store. The value of the exchanged item must be equal to or higher than the original item. For refunds, you will need to leave the item at the store and wait for the above process to complete.
Exchange and Return Policy for Orders Outside the EU and Portugal
If you are not completely satisfied with your purchase, we offer an exchange or return service within a specified timeframe. To facilitate your return process, please follow these steps:
Returns
If you wish to return an item, the customer is responsible for all return shipping costs. To ensure a smooth return process, please follow these instructions:
Place the item back in its original packaging, ensuring it is undamaged and shows no signs of use.
Fill out the return form that accompanied your order.
Use any courier company of your choice to send the item to the address specified on the return form.
Shipping Costs
Return shipping costs are borne by the customer.
Please note that we do not accept returns or exchanges of modified items, such as those with markings, signs of use, or any form of alteration.
For any questions or further information, our customer service team is ready to assist you. Please contact us through the following channels:
Email: dangthuythuy13065@gmail.com
Service Hours: Monday to Friday, 9:30 AM to 6:00 PM
Exchange and Return Policy for Orders Outside the EU
Unfortunately, our exchange and return policy does not apply to orders placed outside the EU.
Defects/Quality Control
To submit a product defect report, please click the link to fill in the relevant information for our quality department to review.
How to fill in:
Please be sure to fill in all specified fields (name, email, and subject).
Select how you received the product.
Briefly describe the defect.
Please attach 3 required photos below:
1. Product photo; 2. Defect photo;
3. Solved photo
We will analyze and respond within 30 business days.