Refund policy

Return and refund policy

 

We offer a 14-day return policy from the date of delivery.

Eligibility

Items must be:

• unused and unworn
• with tags and original packaging
• accompanied by proof of purchase

Non-returnable items:

• perishable goods
• custom or personalized products
• personal care goods
• gift cards

Sale items may be non-returnable except where defective, damaged, or not as described.

For customers in the European Union, the statutory 14-day withdrawal right under applicable consumer protection laws forms part of, and does not extend, the overall 14-day return period

 You can always contact us for any return question at customersupport@utopiabrands.com.

Returns must be sent to the address provided at authorization.

Amazon MCF Returns

Where items are fulfilled via Amazon MCF:

• customers must follow return instructions provided at initiation
• returns may be routed to Amazon fulfillment centers
• incorrect routing may delay processing

Return shipping cost

Shipping and Return Shipping Costs

We are not responsible for delays caused by carriers, customs authorities, or events outside our reasonable control. Delivery timeframes are estimates only and are not guaranteed.

Return Shipping Costs

Return shipping costs are allocated as follows:

1. Customer-initiated returns (change of mind, sizing, or preference):
The customer is responsible for all return shipping costs.

2. Seller-fault returns (defective, damaged, or incorrect items):
We will cover return shipping costs or provide a prepaid return shipping label at no cost to the customer.

3. Prepaid return labels (convenience service):
In some cases, we may provide a prepaid return shipping label for customer-initiated returns as a convenience. Where such a label is provided, the cost of the return shipping label will be deducted from the refund unless the return has been approved as seller-fault or otherwise stated at the time of return authorization.

Return Authorization Requirement

All returns must be authorized by our customer support team prior to shipment. Returns sent without prior authorization may not be accepted or processed.

Amazon MCF Returns

Where items are fulfilled via Amazon Multi-Channel Fulfillment (MCF), customers must follow the return instructions provided at the time of return authorization. Returns may be routed to Amazon fulfillment centers or other designated return locations depending on the fulfillment method used.

 

Damages and issues
 Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
If your order is delivered to the European Union, you have the right to withdraw from your purchase within 14 days from the day you receive the goods, without providing any reason.

To exercise this right, you must inform us of your decision to withdraw by email or other clear written communication before the withdrawal period expires.

You must return the items within 14 days of notifying us of your withdrawal. Items should be returned in their original condition, and you are responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Unless otherwise stated, the customer is responsible for return shipping costs. Original shipping costs may be refunded where required under applicable EU law.

We will refund all payments received from you, including standard delivery costs (where applicable), without undue delay and in any event no later than 14 days from the day we are informed of your decision to withdraw. We may withhold reimbursement until we have received the goods or you have supplied evidence of return shipment.

This statutory right of withdrawal applies where applicable and takes precedence over any conflicting terms in this policy.

For customers in the European Union, the statutory 14-day withdrawal right under applicable consumer protection laws forms part of, and does not extend, the overall 30-day return period

 

Refunds
 We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
 If more than 15 business days have passed since we’ve approved your return, please contact us at customersupport@utopiabrands.com.