REFUND POLICY

This refund policy is for UCANBY Buyers who have problems with the order, product and package. UCANBY will process the refund in 24-48 hours.

UCANBY makes an effort to provide the best service for all buyers. To better solve the return and refund issue, please view the following content.

Return

UCANBY does not suggest you return products. Because the shipping cost is high and sometimes higher than the product value. Also, it takes months to deliver the package, which will affect the processing time.

If you urge to return the product, please pay attention to the following aspects:

  • You need to return the product within 10 days after receiving it.
  • The product is in good condition and does not affect the secondary sales.
  • You need to pay the shipping cost.
  • You can only return the product to our supplier warehouse.

    • If you’ve returned the product, please send the tracking number to our customer service.

    UCANBY always makes an effort to provide the best service. If you have any other questions, please feel free to contact us at sales@ucanby.com

     

    Cases that UCANBY makes refunds:

    1. Warranty period

    UCANBY offers a warranty for all products. The warranty period is 30 days from the day of receipt of the product. After 30 days, we don’t support refunds.

    2. Damaged Products

    If the arrived product is damaged, UCANBY offers a full refund or replacement if you return the product within 30 days.

    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.

    3. Incorrect or Missing Products

    UCANBY suppliers have a strict quality control standard. they will check every product before delivery. If any of the following circumstances exist, we offer a full refund or replacement:

  • Incorrect product
  • Product with the wrong color, size, etc
  • Product with a missing component

    • Please note that:

    You don’t need to return the incorrect product. We will refund or resend the right one to you.

    If you have any questions about size, please provide photos of the measurement. Make sure that you measure the item in the correct method. You can send the result to our customer service and we will deal with it asap.

    4. Products Out of Stock

    UCANBY offers a full refund if the product is out of stock. We will notify you and make the refund or replacement.

    5. Products Unable to Ship

    UCANBY offers a full refund if the product can not be shipped. Due to the limited transportation, some products do not have proper shipping option. We will notify you in time and make the refund.

    6. Delayed Orders

    UCANBY offers a full refund if the order delays. It will be counted from the date that the package leaves the supplier warehouse.

  • In normal circumstances, more than 30 days.
  • In the busy season, more than 40 days, such as Black Friday, Cyber Monday, Christmas, etc.
  • In unforeseen circumstances, such as epidemics etc, the date will be different. Please pay attention to our notification email and message.

    • Please note that:

    a. For orders shipped to the USA, European countries, New Zealand, Canada, UCANBY will refund if the total shipping time more than 30 days.

    b. For orders shipped to South America, Middle East, India, Africa, UCANBY will refund if the total shipping time more than 60 days.

    c. Order delay caused by delivery pending, such as an insufficient address, package unclaimed, inability to contact the customer, etc, UCANBY will not refund you.

    7. Cancel Orders

    UCANBY offers a full refund if the order cancels before the product is shipped. But we will not offer a refund if the following circumstances exist:
    • POD orders: We will not refund you for the product is customized.
    • Orders with Branding Project: Orders with Branding Project cannot be canceled after 48 hours of payment.

    8. Missing Packages

    UCANBY offers a full refund if the package is missing during the delivery.

    Cases that UCANBY does not make refunds:

    1. Order Delivered

    UCANBY will not offer a refund or resend if the tracking info shows ‘order delivered.’

    2. Package Unclaimed

    If the package is unclaimed, it will be destroyed by the local carrier within 48 hours.

    3. Tracking Information Alert

    UCANBY will not offer a refund or resend if the tracking info alerts. The following reasons may cause the alert:

  • Incorrect/insufficient Address
  • Refused Package
  • Customs Clearance
  • Non-Existing Number
  • Unknown Recipient

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    Dispute

    1. Expiration Date of Raising Dispute

    You can raise a dispute within 30 days from the date you receive the product.

    Please note that:

    A dispute will be closed automatically if you have not answered for 3 consecutive days.

    2. Dispute Denied

    The following disputes will be denied.

  • Closed Order.

    • UCANBY will deny your dispute if the order status is closed.

  • No Tracking Info

    • UCANBY will deny your dispute if the tracking info expired. Generally, the post office will keep tracking information of the order for 180 days.

  • Shipping Option

    • UCANBY will deny the dispute if you choose the following shipping options:

    Post NL; Electric Post NL to USA, UK, Canada, Australia, SouthAfrica, the overseas territories and overseas island areas;

  • Destination

    • UCANBY will deny the dispute if your order is shipped to the following countries:

    Haiti; Kyrgyzstan; Madagascar; Mauritius; Bangladesh; Nepal; Nicaragua; Swaziland; Jamaica; Zambia; Ecuador; Peru; Bolivia; Chile; Argentina; Uruguay; Egypt; Sudan; Libya; Algeria; Angola; Bahamas; Benin; Belize City; Burundi; Dominican Republic; Gambia; Grenada; Cuba; Palestine; Paraguay; Guatemala; Reunion; The Commonwealth of Puerto Rico; Hawaii; Alaska; Guadeloupe; Martinique; and French Guiana.

  • Force Majeure

    • UCANBY will deny the dispute of any product damaged or shipping delay caused by the act of God, epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection.

  • Others

    • UCANBY will deny the disputes caused by the following reasons:

    a. You don't like the product.

    b. Product smells unusual.