Refund & Return Policy
RETURNS AND CANCELLATION
REFUNDS (Part 1)
Starting on May 7th, 2019, due to PayPal's new refund policy, UQH will be able to issue a refund of maximum of 92% of the total to be refunded, (for total or partial refunds) keeping 8% of the total amount of the refund. Part of it will cover the fee reversal fee charged by PayPal and the other part will cover Shopify's refund fee. Please, keep that in mind once you request a refund.
Pre-order products: We will not accept cancellation / refund for pre-order products once the order is placed.
If you wish to apply for a return, you need to contact us via email in max. 48 hours after you received your package. You can only apply for a return if the product is defective from factory and you will need to provide photos and / or videos showcasing the issue. We will then evaluate if the issue is suitable for a return and will contact you back via email. Refund will only be provided in case the product cannot be replaced (for example if we don't have the same product in stock to replace it).
Also, notice that we do not accept cancellations for 'in stock' products that were already shipped and are in transit.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. The product must be in resell-able conditions.
ADDITIONAL NON-RETURNABLE / NON REFUNDABLE ITEMS:
* Pre-order items
* Clearance items / Sale items
PROOF OF DELIVERY
If the tracking status of your package shows "Delivered", that is the confirmation for us that your package reached it's final destination and your order is now completed. In case the tracking shows "Delivered", and the client claims that it have not received the package, please contact us immediately. We will in this case, open an official inquiry document with our local post office which will then contact USPS staff for all the information about your package. This is a very slow process and results may take months to show up, so please keep that in mind, patience is key.
Also notice that, the tracking information is the only documented log and 'proof' we have regarding the history of your package, and we do not issue immediate refunds in case the package shows "Delivered" and if the client claims haven't received it. Although, we can and will issue refunds in case the official inquiry document shows that the package was lost, or did not reach the client's hands. If the official inquiry states that the package was indeed delivered and properly signed, we will not issue a refund. The "Delivered" status, is the only proof we have that the package reached it's final destination. Also keep in mind that PayPal disputes won't work in this case since once PayPal sees the "Delivered", it considers that the package is indeed delivered, as it should.
PATINA AND SMALL MARKS
Metal products such as, copper and brass, may present or develop a natural patina. These kind of products are non-returnable and non-refundable since patinas in these metals are a natural occurrence, and easily removable with a proper polish cream.
Also, notice that most of these products are CNC machined, and they may present some minor machine marks. For normal machine marks we do not accept returns, although we will always evaluate if the mark (in case it has one) is an abnormal exception to your item only or a batch occurrence. In case we believe the product has abnormal machine marks, you may be eligible for return / refund.
REFUNDS (Part 2)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Notice that in order to apply for a refund or return, the client must provide proof or purchase, such as order number and other required information. The client must provide photos or videos first, so we can evaluate and process - or not - a return / refund.
In case your package arrives and any item you've purchased is missing or damaged, the client needs to do the following:
Go to your local post office and bring your package with you, in the same day or the day after you received the package. Tell them you want to open an official claim for the missing or damaged package. After you fulfill the document and the post office ACCEPTED it, please, take o photo of the document and email it to us. With this document's photo we will apply in our side for a refund from the post office. After the post office grant us the refund, we will then, process your return / refund. Please, notice that if you take too long to do this procedure, your post office may reject your claim. In that case we cannot provide you with a refund / return.
LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
SALE / CLEARANCE / PRE ORDER ITEMS
Only regular priced items and 'in stock' may be refunded. Unfortunately sale or clearance items and pre-order items cannot be refunded.
We only replace items if they are defective form factory. If you need to exchange it for the same item, send us an email with photos and videos, showcasing the issue from your product along with your name and order number. In case we accept to exchange you may send the product back to our address. Shipping fees are covered by the client.
To get the shipping address in case of return, just email us and we will provide you with the address.
You are responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.