Refund and Returns Policy

At UtoGG, we want you to be completely satisfied with your purchase. If you are not entirely happy with your order, we offer a straightforward refund and return process. Please read our policy carefully to understand your rights and responsibilities.

1. Return Eligibility

To qualify for a return, the following conditions must be met:

  • The item must be returned within 30 days of the delivery date.
  • The item must be unused, in its original condition, and in the original packaging.
  • Items marked as Final Sale or Clearance are not eligible for return unless they are defective or damaged.

2. How to Initiate a Return

  1. Contact Us
    Email our customer service team at [email protected] with your order number and reason for return.

  2. Receive Authorization
    Once your return request is approved, you will receive a Return Merchandise Authorization (RMA) number and instructions for shipping the item back.

  3. Ship the Item
    Use the provided instructions to ship the item to our return center. Customers are responsible for return shipping costs unless the item is defective or incorrect.

3. Refund Process

  • Refunds will be issued to the original payment method within 7-10 business days after we receive and inspect the returned item.
  • You will be notified via email once your refund has been processed.
  • Shipping costs are non-refundable, except in cases where the return is due to a defect or incorrect item.

4. Exchanges

We do not offer direct exchanges. If you wish to exchange an item, please return it for a refund and place a new order for the desired product.

5. Damaged or Defective Items

If your order arrives damaged or defective:

  1. Contact us at [email protected] within 3 days of receiving the item.
  2. Provide photos of the damaged or defective product, along with your order number.
  3. We will offer a replacement or full refund, including shipping costs, depending on your preference.

6. Non-Returnable Items

The following items are not eligible for return or refund:

  • Items marked as Final Sale or Clearance.
  • Gift cards.
  • Items that have been used, washed, or altered.
  • Custom-made or personalized products.

7. Return Shipping Costs

  • Customers are responsible for return shipping costs unless the return is due to our error (e.g., defective or incorrect items).
  • We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

8. International Returns

For orders outside of United States:

  • Customers are responsible for international return shipping costs, duties, and taxes.
  • Returns must comply with the same eligibility requirements as domestic returns.

9. Contact Us

If you have any questions about our Refund and Returns Policy, please don’t hesitate to contact us:

Email: [email protected]