Refund policy

 Returns & Exchanges Policy

Your satisfaction is our priority.

This policy does not limit any mandatory consumer rights that may apply under applicable laws.

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:

The product must be unworn, unwashed, unaltered, and returned with all original tags, labels, accessories, care instructions, extra buttons, hangers, dust bags, and packaging included. Customers may inspect the product as they would in a physical store. Any condition beyond normal inspection that affects resale value may be subject to deductions from the refund amount.

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)  The first exchange request per order is free of handling fees. Customers are responsible for any return shipping costs unless the exchange is caused by an error or defect from UGENTLE.

Additional exchanges from the same original order may be subject to a 5% processing fee. 

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% return processing fee may apply to refunds for returns initiated due to personal preference, size selection, or change of mind. This fee covers payment processing, inspection, restocking, and administrative costs. This fee does not apply when the return is caused by an error or confirmed defect from UGENTLE.

(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 fees are generally non-refundable unless the return is caused by an error or defect from UGENTLE. Return shipping costs and any applicable taxes are the customer's responsibility unless the return is caused by an error or confirmed defect from UGENTLE.
UGENTLE reserves the right to refuse returns that are not sent with a tracked method or are received beyond the stipulated time frame. 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.

If a return request includes both defective items and items returned due to personal preference, each item will be reviewed separately. Return shipping responsibilities and refund arrangements will be determined based on the reason for return.

Refunds

Your satisfaction is guaranteed. If you receive an item that is defective, damaged, or incorrect, please contact our Customer Care team with clear photos or videos of the issue.

Once the issue is confirmed, UGENTLE will provide an appropriate solution, including replacement, refund, or assistance with reasonable return shipping costs. 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