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Refunds & Exchanges

  1. Do you have a refund or exchange policy?
  2. How do I claim a refund or exchange?
  3. How do I return an item?
  4. Do I have to pay for the shipping of my return or exchange?
  5. What if the item(s) I received are defective/incorrect/damaged?
  6. How long is the return process?
  7. When will I receive my refund or exchange?
  8. May I refund or exchange a product without contacting you?
  9. How may I contact you?
  10. How do I change or cancel my order?

    1. DO YOU HAVE A REFUND POLICY OR EXCHANGE POLICY?

    Yes. We have 100% 30 day (from receiving your order) money back guarantee, even if you simply don't like the products, you can also get your money back.
     
    At Ubenic, we want you to love our products as much as we do, which is why we stand behind the quality of our products and guarantee our workmanship 100%. We have very low return rates and we're proud of the high-quality products that we offer. However, from time to time, products may be defective/damaged in shipping or you are just not happy with the products. If an item arrives and is defective, broken or otherwise not in usable condition, first we will attempt to replace that item for you free of charge. If we are unable to offer a replacement due to lack of supply, we will instead offer a refund. If you simply don't like the products, you can return it and we'll refund you.
     
    At the time you place an order, you will be asked to confirm all the details regarding the item's size, design, spelling, etc. Therefore, we do not accept returns or exchanges for your selection of incorrect items, size, designs, etc. If you have any questions about placing an order, please contact us so we can make sure you are satisfied with your purchase

    1. HOW DO I CLAIM A REFUND OR EXCHANGE?

    To claim a refund on an item as specified above, the first thing you need to do is "Contact Us" or contact us at (support@ubenic.com) within 30 days after delivery. Sometimes we do not require you to return the damaged item to us in order to receive a replacement, so it's important that you contact us first. To complete your return, we require a receipt or proof of purchase. Our products must be returned in their original condition with the original packaging. 

    1. HOW DO I RETURN AN ITEM?

    If you are not happy with your purchase and wish to return an item, please contact us at (support@ubenic.com) within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

    Only items purchased directly from https://ubenic.com will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.

    Returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Stains, folded cards, broken seals/plastic foiling broken will not be accepted. If the condition of the product shipped back to us is not in acceptable condition, we reserve the right to not refund or exchange. Products that have been personalized cannot be refunded or exchanged.

    Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling.

    Returns made without receipt may be refused. Ubenic reserves the right to deny any return.

    1. DO I HAVE TO PAY FOR THE SHIPPING OF MY RETURN OR EXCHANGE?

    For defective products, a full refund including shipping fees will be credited to you.

    For non-defective items, You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund, and we recommend that you send your return with a tracking number because unfortunately we cannot be responsible for lost returns.

    Customers will only be charged once at most for shipping costs (this includes returns); No-restocking to be charged to the consumers for the return of the product.

    Also, please indicate on package "RETURN, NO DUTIES" or your package will be returned to you.

    1. WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?

    Did you receive a faulty unit, or the wrong product? Simply not satisfied with your order?

    Please contact our Customer Support team to start the return process. Please include the following information:

    • Order number
    • Proof of purchase
    • Video or photo of the faulty product (if applicable)
    • Complete delivery address
    • email address
    • Contact telephone number

    In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.A full refund (or a replacement product) will be issued soon after we have received, inspected and confirmed that the returned products meet the qualifications to be refunded or exchanged.

    1. HOW LONG IS THE RETURNS PROCESS?

    Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

    1. WHEN WILL I RECEIVE MY REFUND OR EXCHANGE?

    A full refund (or a replacement product) will be issued soon after we have received, inspected and confirmed that the returned products meet the qualifications to be refunded or exchanged.

    All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

    If you haven't received a credit for your return yet, here's what to do:
    Contact the bank/credit card company. It may take some time before the refund is posted to your account.

    1. MAY I MAKE A REFUND OR EXCHANGE WITHOUT CONTACTING YOU?

    No. You must contact us prior to sending your return. Please note that refunds for merchandise returned without contacting us will be denied as returns cannot be accepted at our warehouse facility.

    1. HOW MAY I CONTACT YOU?

    You may "Contact Us" or contact us by e-mail at support@ubenic.com, and we will reply to you within 24 hours.

    1. HOW DO I CHANGE OR CANCEL MY ORDER?

    Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made. Please note that any orders that have already been packed or shipped cannot be modified or cancelled.

    To check the status of your order, please log in to your Ubenic account or contact our Customer Support team.