Refund policy

RETURN AND REFUND POLICY

Company Name: Cue Chef Innovation (Hongkong) Company Ltd.

Effective Date: February 24, 2026

At Cue Chef, we stand behind the quality of our products. To ensure a fair and safe experience for all customers and to comply with international e-commerce standards (including Amazon, Shopify, and Temu guidelines), we have established the following unified Return and Refund Policy.

1. RETURN PERIOD

Customers may request a return within 30 calendar days from the date of delivery. After this period, please refer to our standard Product Warranty Policy.

2. ELIGIBILITY AND CONDITIONS

To be eligible for a return, the item must meet the following criteria:

· Non-Defective Returns: The item must be in original, unopened, and resalable condition with all factory seals intact.

· Defective Items: Hardware malfunctions must be verified by our technical support team through remote diagnostics.

· Exclusions: Consumable parts, customized items, or products damaged by unauthorized disassembly or liquid ingress are not eligible for return.

3. MANDATORY VERIFICATION PROCESS

Before any return is authorized, the customer must provide:

1. Proof of Purchase: Valid Order ID from the respective platform.

2. Product Identity: Clear photo of the product’s Serial Number (S/N).

3. Visual Evidence: High-resolution photos or a brief video demonstrating the reported defect.

4. SHIPPING AND RESTOCKING FEES

· Quality Issues: If a manufacturing defect is confirmed, Cue Chef will provide a prepaid shipping label or reimburse reasonable return shipping costs.

· Non-Defective / Change of Mind: The customer is responsible for all return shipping fees and any applicable customs duties.

· Restocking Fee: For non-defective items that have been opened or show signs of use, a 15% to 20% restocking fee will be deducted from the final refund to cover inspection and repacking costs.

5. LITHIUM BATTERY SAFETY PROTOCOL (CRITICAL)

Due to international aviation safety regulations regarding lithium batteries:

· Damaged Batteries: Products with swollen, leaking, or severely damaged batteries are strictly prohibited from being shipped via standard mail or courier.

· Procedure: If a battery is deemed hazardous, Cue Chef reserves the right to issue a "Refund Without Return" or a partial refund upon receiving certified proof of local hazardous waste disposal.

· Compliance: Customers returning functional battery-operated products must use original packaging with the required battery warning labels.

6. PLATFORM SPECIFICITY

While this policy serves as our unified standard, platform-mandatory rules (e.g., Amazon’s A-to-z Guarantee or Temu’s Purchase Protection) may take precedence in the event of a conflict.