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.
SOME ORDERS ARE FINAL: We will not accept cancellations / refunds for pre-orders, presale, first come first serve (FCFS), signup sale (SUS) and potentially other methods not mentioned here. Before you decide to join any of these methods of sales by either commenting “In”, or submitting your infos on a form or finalizing a payment, we understand that you are 100% committed to it.
You as a client should always expect the best from us, and we will always work hard to reach our very best, but we do also expect good attitude from our clients as well, and full commitment is surely at the very top.
Also, notice that we do not accept cancellations for 'in stock' products that were already shipped and are in transit.
UNCLAIMED PACKAGES WILL RETURN!
If you are not home to receive your package, your mailman will most likely try to redeliver a couple of times. Sometimes you have to schedule a redelivery with them.
After a few attempts of delivery, if the receiver is not found, (or a few other potential reasons) the package should return to the sender (us) in a few days or weeks.
If your package returns to us and arrives intact, with all items inside in perfect condition, you are then eligible to have a refund or we can ship back to you once again if you wish.
However there are costs involved in both situations. If you wish to get a refund on your package, we will be able to provide you with the full refund for the products but not for the shipping fee. Also, in order to collect your returned package, sometimes we get charged a return fee from our post office. That fee we pay here is not refundable and we will discount from your initial payment.
If you wish to get your returned package re-shipped back to you, we can definitely ship it back once again, however you will need to pay for a new shipping cost. You can choose to get it shipped with a different shipping method too.
HOW TO RETURN AN ITEM?
In case of any issues with the content of your order, such as defective or missing items, the buyer must contact us via email within 7 days of receiving the package. We will not be able to provide assistance if we are contacted after the initial 7 days the package is delivered.
You can only apply for a return if the product is defective and you will have to provide photos and videos to us showcasing the issue. We will then evaluate if the issue is suitable for a return and will contact you back via email.
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.
A 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).
ADDITIONAL NON-RETURNABLE / NON REFUNDABLE ITEMS:
* Copper, Brass or any other metal that starts to develop ‘patina’ which is a natural surface oxidation for these types of metals.
* Magnetic items such as clickers where magnets may pop off.
* Pre-order, Presale, FCFS, SUS items.
* Damaged Items during transit or misused.
* Giveaway items.
* Clearance items / on 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 have not received the package, please contact us immediately. We can in this case, open an official inquiry document with our local post office which will then open an investigation to collect all the necessary 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 the client claims they haven't received it.
However, we can 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 and the case is closed in our favor.
PATINA AND SMALL MARKS
Metal products such as, copper and brass, may present or develop a natural patina which is a surface oxidation.
This is NOT an issue and not a reason for returns and refunds since patinas on these metals are a natural occurrence, and easily removable with a proper polish cream. Although we clean the best we can all pieces that have a potential for oxidation before shipping, patinas can develop very fast and even during transit. If you receive a product with patina and you wish to know how to clean up, just contact us and we will happily give you some tips ;)
Also, notice that most of these products are CNC machined, and they may present some minor and fairly normal machine marks, minor scratches, small marks or scuffs. For these 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, or another issue that we think should not be accepted, 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 via PayPal, 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 credit card / PayPal or bank account again.
Then contact your credit card company, it may take some time before your refund is officially issued.
Next contact your bank. There is often some processing time before a refund is isued.
If you’ve done all of this and you still have not received your refund yet, please contact us via email.
We only replace items if they are confirmed defective from the shop. 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.