Refund policy
Refund Policy
At Cuba Room, we want you to be completely satisfied with your
purchase. If you're not happy with your order, we offer a
straightforward refund and return policy in accordance with Greek
and EU consumer protection laws.
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14-Day Return Period
You have 14 days from the date you receive your order to return
products for a full refund. This is your right under the EU
Consumer Rights Directive.
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Return Conditions
To qualify for a refund, products must meet the following
conditions:
Eligible Returns:
✓ Products are unused and unopened
✓ Products are in original packaging with seals intact
✓ Products are returned within 14 days of delivery
✓ You provide proof of purchase (order number or receipt)
Non-Eligible Returns:
✗ Products that have been opened or used
✗ Products with broken seals or damaged packaging
✗ Products returned after 14 days
✗ Products without proof of purchase
Note: For health and safety reasons, we cannot accept returns of
opened CBD products.
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How to Return a Product
Follow these simple steps:
Step 1: Contact Us
Email us at cubaroomshop@gmail.com within 14 days of receiving
your order with:
- Your order number
- Product(s) you want to return
- Reason for return (optional but helpful)
Step 2: Get Return Authorization
We'll respond within 24-48 hours with:
- Return authorization
- Return shipping address
- Return instructions
Step 3: Ship the Product
- Package the product securely in its original packaging
- Include a copy of your order confirmation or receipt
- Ship to the address provided
- Note: Return shipping costs are your responsibility unless the
product is defective or we made an error
Step 4: Receive Your Refund
Once we receive and inspect your return:
- We'll send you a confirmation email
- Refund will be processed within 14 days
- Refund issued to your original payment method
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Refund Processing
Refund Timeline:
- Inspection: 1-2 business days after receiving your return
- Processing: 5-10 business days to reflect in your account
- Total time: Usually 7-14 days from when we receive the return
Refund Amount:
- Product cost: Full refund
- Original shipping: Non-refundable (except for defective
products or our error)
- Return shipping: Your responsibility
Refund Method:
- Refund issued to the same payment method used for purchase
- Credit card refunds may take 5-10 business days to appear
- Bank transfers may take 3-5 business days
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Damaged or Defective Products
If you receive a product that is damaged, defective, or
incorrect, we'll make it right:
What to Do:
1. Contact us immediately (within 7 days of delivery)
2. Email cubaroomshop@gmail.com with:
- Order number
- Photos of the damaged/defective product
- Description of the issue
What We'll Do:
- Free replacement: We'll send a new product at no charge
- Full refund: Including original shipping costs
- Return shipping: We'll cover the cost
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Wrong Item Received
If we sent you the wrong product:
- Contact us within 7 days of delivery
- We'll arrange free return shipping
- We'll send the correct product immediately
- Or provide a full refund (including shipping)
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Exchanges
We currently do not offer direct exchanges. If you want a
different product:
1. Return the original product for a refund
2. Place a new order for the item you want
This ensures faster processing for both returns and new orders.
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Order Cancellations
Before Shipping:
- You can cancel your order free of charge before it ships
- Contact us immediately at cubaroomshop@gmail.com
- Full refund will be processed within 5-7 business days
After Shipping:
- Once shipped, you cannot cancel the order
- You can refuse delivery or return the product following our
standard return policy
- Return shipping costs apply
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Refusal of Delivery
If you refuse delivery:
- The product will be returned to us
- Once we receive it, we'll process your refund
- Original shipping costs are non-refundable
- You may be charged for return shipping by the carrier
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Late or Missing Refunds
If you haven't received your refund after 14 days:
1. Check your bank account - Processing times vary
2. Contact your bank/credit card company - It may take time to
post
3. Contact us at cubaroomshop@gmail.com if the issue persists
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Non-Refundable Items
The following items cannot be refunded:
- Opened or used CBD products
- Products with broken seals
- Gift cards or promotional items
- Digital products or downloadable content
- Personalized or custom-made items
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Partial Refunds
In some cases, only a partial refund may be granted:
- Products returned with obvious signs of use
- Products returned more than 14 days after delivery
- Products not in original condition or packaging
- Products missing parts or accessories
We will notify you if only a partial refund applies.
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Shipping Costs
Original Shipping:
- Non-refundable for standard returns
- Refundable if we made an error or the product is defective
Return Shipping:
- Your responsibility for standard returns
- We cover return shipping for defective products or errors
Tip:
For Greece customers, we recommend SPEEDEX for affordable return
shipping. Save your tracking number for proof of return.
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Free Shipping Orders
If you received free shipping (orders over €100):
- The cost of return shipping is deducted from your refund
- Unless the return is due to defect or our error
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International Returns
For international (non-Greece) returns:
- Same 14-day return policy applies
- Return shipping costs and customs fees are your responsibility
- We cannot control customs delays or charges
- Refund processed once we receive the product
Important: Check your country's customs regulations before
returning international orders.
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Warranty Claims
Products covered by our 2-year warranty:
- Manufacturing defects
- Products that don't match the description
For warranty claims:
- Contact us with your order number and photos
- We'll assess and provide repair, replacement, or refund
- See our Terms of Service for full warranty details
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Questions?
If you have any questions about our refund policy, please contact
us:
Cuba Room
- Email: cubaroomshop@gmail.com
- Phone: (+30) 28310 53936 or (+30) 697 0050834
- Address: 36 Petihaki Street, Rethymno, Crete, 74100, Greece
- Business Hours: Monday–Friday, 09:00–17:00 (UTC+2)
We're here to help make your return or refund as smooth as
possible!