At Cutechase, we are committed to providing top-tier products and exceptional service to our wholesale partners and commercial accounts across North America. As a U.S.-based business, all orders are processed, shipped, and supported directly through our domestic operations.

Because wholesale transactions involve bulk pricing, specialized fulfillment, and commercial logistics, our Return & Refund Policy differs from standard B2C consumer retail guidelines. Please review the terms below prior to placing your wholesale order.

1. Order Modifications & Cancellations

  • Standard Wholesale Orders: Orders may be modified or canceled without penalty within 24 hours of submission, provided the order has not yet been processed or queued for shipment.
  • Custom / Private Label / OEM Orders: Once commercial production, custom packaging, or specialized procurement has commenced, orders are non-cancellable and non-refundable.
  • Cancellation Process: All cancellation requests must be submitted in writing to [email protected]. Verbal or phone cancellations are not binding until confirmed in writing by our customer account team.

2. Inspection Period & Claim Filings

Upon receipt of your shipment at your commercial address, fulfillment facility, or store location, the buyer is required to inspect all outer packaging and merchandise.

  • Reporting Window: All claims regarding transit damage, defective items, missing products, or order discrepancies must be submitted within seven (7) business days of carrier delivery. Claims submitted after this window will not be eligible for replacement or credit.
  • Required Documentation: To file a claim, please submit the following to [email protected]:
    1. Original Wholesale Order/Invoice Number and Company Name.
    2. High-resolution photos/videos showing:
      • The damaged or defective merchandise.
      • Outer master packaging and pallet condition.
      • Shipping labels clearly displaying tracking details.
    3. An itemized count and description of the affected units.

Resolution: Verified claims for defective or transit-damaged items will be eligible for a prompt domestic replacement, full store credit toward future wholesale purchases, or a refund at our discretion.

3. Discretionary Returns (Non-Defective Items)

While we strive to ensure total order accuracy, discretionary returns (e.g., customer overstock or incorrect item selection by the buyer) are evaluated under the following commercial conditions:

  • Return Window: Requests must be initiated within 14 calendar days of order delivery.
  • Condition: Returned merchandise must be unopened, completely unused, in original factory-sealed packaging, and in 100% resalable condition.
  • Restocking Fee: Approved discretionary returns are subject to a 15% restocking and administrative fee to cover domestic warehouse receiving, inspection, and restocking.
  • Freight & Shipping Charges: The buyer assumes 100% responsibility for all return shipping charges, freight insurance, and logistics. Original shipping charges are non-refundable.

4. Non-Returnable & Final Sale Merchandise

The following items are strictly FINAL SALE and cannot be returned, exchanged, or credited:

  • Custom-manufactured, private-label, or OEM/ODM products.
  • Clearance, closeout, or liquidation merchandise.
  • Products damaged after delivery due to improper handling, storage, or reselling.
  • Items missing original master cartons, retail display boxes, or inner packaging.

5. Return Merchandise Authorization (RMA) Procedure

Do not ship items back without prior written authorization. Unsolicited returns will be rejected at our receiving facility and returned to sender at the buyer’s expense.

  1. Request Approval: Email [email protected] with your order details and reason for return to request an official Return Merchandise Authorization (RMA) number.
  2. Pack & Label: Securely pack the merchandise in durable outer boxes. Clearly mark the issued RMA Number on the exterior of the shipping box and include the RMA approval form inside.
  3. Ship Domestically: Dispatch the package using a trackable domestic freight or parcel carrier (e.g., FedEx, UPS, DHL) to the domestic facility address specified in your RMA approval email.

6. Refund Processing & Credit Terms

  • Receiving & Quality Audit: Once received at our domestic facility, please allow 3 to 5 business days for our quality control team to verify the returned inventory.
  • Issuance of Funds: Approved refunds will be credited back to the original payment method (Credit Card, ACH, Corporate Wire) or applied as store credit toward future orders.
  • Processing Lead Times: Financial institutions may take an additional 3 to 7 business days to post the refund to your account statement following our authorization.

7. Contact Us

If you have any questions, concerns, or complaints regarding our products, corporate practices, or these policies, please contact our support team. We aim to respond to all inquiries within 24–48 business hours.

  • Phone: +1 347-686-1796
  • Email: [email protected]
  • Address:10 REDMOND LANE, OYSTER BAY, NY, 11771, USA
  • Support Hours: Monday – Friday, 9:00 AM – 6:00 PM (EST)