Refund & Exchange Policy

30-Day Return & Exchange Window

  • You may return or exchange your item(s) within 30 days of the delivery date.

  • To be eligible for a refund or exchange, items must be unused, unwashed, and in their original condition with all tags and packaging intact.

  • Please note: because our products are made on demand, customised or personalised items may not be eligible for return unless defective—please contact us first.

How to Initiate a Return / Exchange

  1. Contact our support team at [your contact email] with your order number and reason for return/exchange.

  2. We will issue you a Return Merchandise Authorization (RMA) and provide the return shipping address.

  3. Pack the item securely and send it back to us. The cost of return shipping is generally the responsibility of the customer unless the item is defective or we have made an error.

  4. Once we receive the returned item and verify that it meets the return criteria, we will process your refund or send the exchanged product. Refunds are typically issued to the original payment method within 5-7 business days of receipt.

Refunds

  • Refunds will be for the purchase price of the item(s) only — original shipping charges are non-refundable unless the return is due to an error on our part (e.g., incorrect or defective product).

  • If you received a discount code and your return changes the order total below the required amount for the discount, the discount may be deducted from your refund amount.

Exchanges

  • If you’d like a different size or colour, we recommend placing a new order for the replacement item and returning the original item for a refund — this helps avoid delays, as we produce each item on demand.

  • Once your return has been processed, you may place a new order at your convenience.

Defective or Incorrect Items

  • If your item arrives defective or you receive the wrong item, please notify us within 48 hours of delivery, include photos, and we will arrange for a replacement or full refund. Return shipping in this case will be covered by us.

Non-Returnable Items

  • Items that have been worn, washed, or altered (other than through our manufacturing) cannot be accepted for return or exchange.

  • Items purchased from third-party sellers or marketplaces are subject to that seller’s policies.

Notes & Clarifications

  • Because UTHE products are made specifically after you order, the processing time is longer than stores that ship from inventory — we thank you for your patience and your support of sustainable manufacturing.

  • Keep your original shipping and tracking information until your return/exchange is complete.

  • For any questions or special circumstances, contact us at [your support email] or via the Contact page on our website — we’re happy to help.