Refund policy

Return & Refund Policy

Last updated: 14th March 2026

At Cuddly Times, we carefully select and pack every order so your tea, coffee, and honey arrive fresh and ready to enjoy. If something isn’t right with your order, please contact us — we’re always happy to help.

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible after delivery.

To help us resolve the issue quickly, please include:

  • your order number

  • a description of the issue

  • photos of the product, if available

After reviewing the situation, we will offer an appropriate solution, which may include:

  • sending a replacement product, or

  • issuing a refund

Right of Withdrawal (EU Customers)

If you are located in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without providing a reason.

To exercise this right, please notify us by email at:

cuddly.times.malta@gmail.com

Please include your order number and a statement that you wish to withdraw from the purchase.

After notifying us, you have 14 days to return the product.

Returned items must be:

  • unused

  • unopened

  • in their original sealed packaging

Unless the item is defective or incorrect, customers are responsible for return shipping costs.

Sealed Food Products

Our teas, coffees, honey, and other edible products are sold in sealed packaging.

For health protection and hygiene reasons, we cannot accept returns of food products that have been opened or unsealed.

Once a sealed product has been opened, the right of withdrawal no longer applies, in accordance with EU consumer protection rules.

Refunds

If you exercise your right of withdrawal, we will issue a refund within 14 days of receiving your withdrawal notice.

However, we may delay the refund until we receive the returned goods or proof that they have been sent.

Refunds are issued to the original payment method.

If applicable, the refund will include the standard delivery cost of the order.
Additional charges for express or upgraded shipping options are not refundable.

Depending on your payment provider, refunds may take 5–10 business days to appear on your statement.

Non-Returnable Items

The following items cannot be returned:

  • opened tea, coffee, honey, or other food products

  • items damaged due to misuse or improper storage

  • gift cards

  • digital products (if applicable)

Contact Information

If you have any questions about your order or this policy, please contact us:

Cuddly Times Ltd
Email: cuddly.times.malta@gmail.com
Website: cuddlytimes.com