Return & Refund Policy

Last updated: October 13, 2026

You can return an eligible item within 30 days of delivery. Contact us first and we will send you return instructions. There is no restocking fee, and refunds are issued within 10 business days after we receive and inspect your return.

Returns at a glance

1. Return conditions

To be eligible for a standard return, the item must be:

• Unused and in the same condition it was delivered, with no damage, modifications, or wear after delivery
• Returned with all parts, accessories, and manuals that came with it
• Returned in its original packaging where possible, or packed securely so it is not damaged in transit
• Free of fuel and oil. Please do not ship any fuel or oil with a return.

These conditions do not apply to items that arrived damaged, defective, or incorrect (see section 5).

2. How to request a return

Email support@cutvex.store or call +1 410-889-0071 within 30 days of delivery with:

• Your order number and the name on the order
• The item you want to return and the reason
• Photos, if the item is damaged, defective, or incorrect

We will reply within 1–2 business days with your return instructions and our return address. Please do not send an item back before you receive our instructions.

3. Return shipping

For standard returns, you pay the cost of shipping the item back to us. We recommend using a tracked shipping service and keeping your receipt, because we cannot be responsible for returns that are lost or damaged on the way back to us. If your item arrived damaged, defective, or incorrect, return shipping is free: we will provide a prepaid return label or reimburse your reasonable return shipping cost.

4. Restocking fee: none

Cutvex does not charge a restocking fee on any return.

5. Damaged, defective, or incorrect items

If your order arrives damaged, defective, or is not what you ordered, please take photos and contact us within 7 days of delivery at support@cutvex.store. Once we confirm the issue, we will send a replacement of the same item or give you a full refund, at no cost to you.

6. Items that cannot be returned

Any product that cannot be returned will say so clearly on its product page before you buy. This never limits your rights for items that arrive damaged, defective, or incorrect.

7. Exchanges

We do not offer direct exchanges for a different model. If you want a different item, return the original eligible item for a refund and place a new order. For damaged, defective, or incorrect items, we will replace the same item.

8. Refunds

Once your return arrives and passes inspection, we will approve your refund and email you. Refunds go to your original payment method within 10 business days after we receive and inspect the item. Your bank or payment provider may need additional time before the funds appear in your account. The original shipping cost is refunded only if the order shipped with a shipping charge. Standard shipping is free, so there is normally nothing to refund.

9. Returns we cannot accept

A return may be declined if it is requested more than 30 days after delivery, the item has been used, modified, or damaged after delivery, parts or accessories are missing, or it was sent without our return instructions. If a return is declined, we will contact you and arrange to send the item back to you. This does not apply to items that are damaged, defective, or incorrect.

10. Order cancellations

Email support@cutvex.store as soon as possible to cancel an order. We can cancel free of charge only if it has not yet shipped, and you will receive a full refund to your original payment method. After that, please use the return process above. See also our Payment Policy.

11. Lost or undelivered orders

If tracking shows your shipment as delivered but you cannot find it, please check around the delivery location and with others at your address, then contact us within 7 days at support@cutvex.store. We will help you contact the carrier and file a claim. If your order is lost in transit, has not arrived within 10 business days after it shipped, or we cannot fulfill it, we will send a replacement or refund you in full. See our Shipping Policy.

12. Your legal rights

This policy does not limit any rights you have under applicable law.

Contact us

Cutvex
Address: 410 E North Ave, Baltimore, MD 21202, USA
Phone: +1 410-889-0071
Email: support@cutvex.store
Hours: Monday – Friday, 9:00 AM – 5:00 PM ET. Closed Saturday and Sunday.