Refund policy
Returns & Exchanges Policy
Your satisfaction is our priority.
Return & Exchange Conditions
If you are not completely satisfied with your purchase, please contact us to request a return. We cannot accept any returns without prior notification.
Items are eligible for exchange or return within 14 days of the delivery date, provided that:
(1) All original tags, warranties, care instructions, labels, extra buttons, hangers, dust bags, and boxes are intact and returned with the item.
(2) The product is in pristine, unaltered, and resalable condition.
Return & Exchange Notes
(1) Exchanges are subject to stock availability.
(2) All custom, tailored, or made-to-order items are final and cannot be returned or exchanged, unless they arrive defective or due to an error on our part.
Handling Fees
(1) Your first exchange per order is free of charge (e.g., for size or style change). Each subsequent exchange from the same original order will incur a 5% handling fee.
However, if you require the new item to be shipped out immediately, you will need to place a new separate order , the return of your original item will be subject to a 10% processing fee and the shipping fee for the original order will not be refunded.
(2) A 10% handling fee applies to all refunds for returns, except in cases where the return is due to our error (e.g., wrong or defective item). This fee covers payment processing, restocking, and administrative costs.
(3) If your desired item is out of stock, we will gladly help you choose an alternative or issue a store credit/refund.
(4) Shipping & Deadline: Please note that you are responsible for the return shipping cost. Once your return or exchange request is approved, you must ship the item(s) back and provide a valid tracking number within 7 calendar days. If we do not receive a valid tracking number after 7 days, your request will be automatically closed via email notification. Should you still wish to proceed, a new request must be submitted and will be subject to a standard 5% handling fee.
Shipping Responsibility
Customers are responsible for returning items using a tracked international courier service. The return package must be postmarked within 7 days of our return authorization approval. Please note that the original shipping cost paid on the order is non-refundable. Return shipping costs and any applicable taxes are the customer's responsibility and will be deducted from the refund if necessary.
UGENTLE reserves the right to refuse returns that are not sent with a tracked method or are received beyond the stipulated timeframe. Items not returned in their original new and unworn condition may be subject to a charge deducted from the refund or may be refused entirely.
If an order is refused after shipment or returned without prior authorization, all related shipping costs, duties, and taxes will be deducted from the refund.
Refunds
Your satisfaction is guaranteed. If you receive an item that is defective or damaged, please contact our Customer Care team immediately. To help us resolve the issue efficiently, we may request clear photos or a brief video of the defect. Once confirmed, we will fully cover all return shipping costs and expedite the refund or exchange process. We take pride in the quality of our products and our commitment to your satisfaction.
Once we receive your return and verify that it meets all conditions, we will process your refund within 5 business days. The refund will be credited to your original payment method. Please note that it may take additional time for the refund to appear in your account, depending on your bank or card issuer's policies.
Don’t hesitate to send us an email if you have any questions.
customercare@ugentle.com