Refund policy
You have 14 days from the date of delivery (delivery date marked by the courier) to decide if an item is right for you. To be eligible for a return, your item must be unopened, unused, and in its original packaging. To complete your return, we require a receipt or proof of purchase.
Final Sale items and parts (such as rubber packings and inner pots) are NOT eligible for a refund. In rare cases, a replacement may be offered if the item arrives damaged or defective.
Refunds are NOT granted for:
- Items with obvious signs of use
- Items that have been opened
- Items not in their original condition, are damaged or missing parts for reasons not due to our error
- Items that are returned after 14 days from the date of delivery
- Items that are sold as final sale during a promotion
- Parts (such as rubber packings and inner pots)
- Refurbished products
Additional Note
- Parts (rubber packings and inner pots) are final sales and NOT eligible for return or exchange. Please identify your rice cooker item number and carefully read the parts item description before purchasing.
- Refurbished products are final sales from the moment the order is placed.
- We may apply a 10% restocking fee on returned items, depending on the condition of the product and other factors. The restocking fee, if applicable, will be deducted from the refund amount.
How to Start a Return
To return your product, please contact us at cuchen@cuchenus.com
You are responsible for covering the cost of return shipping, unless otherwise specified due to special circumstances.
Shipping Your Return Item
Cuchen US is not responsible for damages or loss of shipments. We advise getting insurance for your return shipment as damaged items are not eligible for a refund. Please keep the tracking number from the package you are returning to ensure that the package is safely returned to our warehouse.
Q. What if my item arrived damaged?
Please KEEP the shipping box and the package box. DO NOT throw them away until your claim has been resolved. Contact our customer service center immediately to process a damage claim. Claim instructions will be given to you. Email: cuchen@cuchenus.com
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment.
We may apply a 10% restocking fee on returned items, depending on the condition of the product and other factors. The restocking fee, if applicable, will be deducted from the refund amount.
Late or missing refunds (if applicable)
Please contact your credit card company or bank, it may take more time before your refund is officially posted. If you have done this and you still have not received your refund, please contact us at cuchen@cuchenus.com
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at cuchen@cuchenus.com
Warranty Claim
The warranty period is 1 year for regular rice cookers and 6 months for commercial rice cookers (model# CJE-B2801) from the date of purchase. Refurbished rice cookers are final sale and do not come with warranties.
The warranty covers repair costs for technical issues and malfunctioning of products. Replacement of parts such as rubber packing, inner pot, etc. is NOT covered by warranty.
To claim a warranty, you will be asked to submit proof of purchase (receipt with date stamp) and a warranty card provided at the time of purchase. Please contact cuchen@cuchenus.com to claim.