Returns & Refunds
Last updated: August 17, 2026 | Effective: August 17, 2026
1. Purpose and Scope
This policy explains how order cancellations, returns, exchanges, refunds, and membership cancellations work for Cuddles Joy (the plush toy and AI module, together the "Product") and the related Cuddles+ membership, when purchased from this website by customers in the United States.
Purchases made through a marketplace or retailer (for example Amazon) are governed by that store's own return policy. Memberships purchased inside the mobile app through the Apple App Store or Google Play are governed by those stores' refund procedures.
Nothing in this policy limits any rights you have under applicable federal or state consumer protection law. Where this policy and such a law conflict, the law controls.
2. Cancelling an Order
You may cancel an order at any time before it ships, for a full refund of everything you paid.
Once an order has shipped, it is handled under Section 3 (Returns) and Section 4 (Damaged, Defective, or Incorrect Items) below.
3. 30-Day Returns
You may return the Product for a refund within 30 days of delivery. To be eligible, the Product and its included accessories and packaging must be in resalable condition. Opening the box to inspect the Product does not affect your eligibility.
For a change-of-mind return, you are responsible for return shipping. The refund covers the purchase price you actually paid; original shipping charges, where any were collected, are not refunded on change-of-mind returns.
We may reduce or decline a refund where the Product has been lost, or damaged or worn beyond what is needed to inspect it.
For hygiene and safety reasons, we cannot accept returns of an AI module whose sealed packaging has been opened, except where the item is damaged, defective, or not what you ordered — see Section 4.
4. Damaged, Defective, or Incorrect Items
If your Product arrives damaged or defective, or is not the item you ordered, we cover all costs — including return shipping — and you may choose between a replacement and a full refund.
Please contact us within a reasonable time of discovering the problem, with your order number and a photo where possible. This is in addition to, and does not replace, any warranty rights you may have.
Exchanges are for the same item. If it is out of stock, we will issue a refund instead.
5. How and When You Get Your Money Back
Refunds are issued to the original payment method. If that method is no longer valid, we will arrange an alternative with you.
We process refunds within 3 business days of receiving your returned Product, or of confirming the refund is due where no return is required. Your bank or card issuer may take several additional business days to post the credit to your account.
Any return shipping costs you are responsible for may be deducted from your refund.
6. Cuddles+ Membership — Automatic Renewal and Cancellation
The Cuddles+ membership renews automatically. It bills at the price and interval shown at checkout, and it keeps renewing until you cancel.
You can cancel at any time. Cancellation is available online in your account, and by emailing support@cuddles-anc.com — cancelling is no harder than signing up was. There is no cancellation fee.
When you cancel, your membership stays active through the end of the billing period you have already paid for, and you are not billed again. Membership fees already paid for a period that has been delivered are generally not refunded on a prorated basis.
We will refund a membership charge where the service was materially unavailable through our fault, and in any other circumstance required by applicable law.
We will notify you in advance of any change to the membership price or billing interval, and give you the opportunity to cancel before the change takes effect.
※ On the one-time purchase plan, the Cuddles+ membership is optional, is never required to use the Product's core features, and carries no minimum term and no early cancellation fee. The separate 12-month membership in Section 7 does carry a minimum term.
7. The 12-Month Membership
The 12-month membership is a service plan, not a purchase of the Product on credit. You are not financing anything, there is no interest, and there is no device balance to pay off.
What it is: a Cuddles+ membership for a 12-month term at $20.00 per month ($240.00 in total), billed automatically each month. The first month is charged when you join.
Your Joy: the Product is included with the membership at no additional charge, ships free, and becomes yours at delivery. You never owe us anything for it and you never have to send it back.
Ending the membership early: if you cancel before completing the 12-month term, a one-time early cancellation fee applies. It reflects the cost of the hardware we provided to you up front, is capped at $99.00, and declines every month you remain a member:
| If you cancel | Months completed | Early cancellation fee |
|---|---|---|
| After 3 months | 3 / 12 | $74.25 |
| After 6 months | 6 / 12 | $49.50 |
| After 9 months | 9 / 12 | $24.75 |
| All 12 months completed | 12 / 12 | $0.00 |
The fee is calculated as $99.00 × (months remaining ÷ 12), rounded to the nearest cent. It is a good-faith estimate of the hardware cost we would not otherwise recover, and it is never more than that cost.
The 30-day return window still applies. If you cancel within 30 days of delivery and return the Product under Section 3, no early cancellation fee is charged and any membership fees already collected are refunded.
After the 12 months: the membership continues month to month at $14.90 with no further commitment, and you can cancel anytime under Section 6.
※ The membership carries no interest, no finance charge, and no amount financed. The monthly fee is consideration for that month's service.
8. Promotional and Discount Codes
When an order placed with a promotional code is cancelled or returned, the refund is based on the amount you actually paid after the discount.
If a partial return would drop the order below the threshold that qualified it for a discount (for example a minimum purchase amount), that discount may be recovered from the refund. One-time and limited-period codes may not be reusable after a refund.
9. How to Start a Return or Cancellation
To cancel an order, start a return or exchange, request a refund, or cancel a membership, contact us with your order number and we will walk you through it.
- Seller: Cuddles ANC Inc.
- Address: 120 W. Trinity Pl, Decatur, GA 30030, USA
- Support email: support@cuddles-anc.com
- Hours: Monday–Friday, 10:00–18:00 KST (excluding public holidays)
California residents may also contact the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs in writing at 1625 North Market Blvd., Suite N 112, Sacramento, CA 95834, or by telephone at (800) 952-5210.