Refund policy
Return and Refund Policy:
You have 30 days after receiving your order to request a return.
For the return to be accepted, the item must:
- Be in the same condition as it was received.
- Show no signs of use.
- Contain the original label.
- Be in the original packaging.
- Be accompanied by the respective proof of purchase.
We reserve the right to refuse returns that do not meet these conditions.
How to Request a Return:
To start the process, you must send an email to geral@uhauu.com, indicating:
- Order number.
- Full name.
- Reason for return.
After validating the request, we will send detailed instructions and the address for shipping.
Items returned without prior contact and approval will not be accepted.
Return Shipping Costs:
Except in cases of defective items, damage, or shipping errors, the costs associated with returns are the responsibility of the customer.
We recommend that the return be sent via a service with proof of delivery or tracking number to ensure the returned item is received.
Damaged, Defective, or Incorrect Items:
We recommend that you check your order upon receipt.
If the item is damaged, defective, or does not match your order, please contact us as soon as possible, ideally within 48 hours of delivery, sending photographs of the product and its packaging.
After reviewing the situation, we will replace the item or issue a refund at no additional cost to the customer.
Items Not Eligible for Return:
For reasons of hygiene, safety, or personalization, we do not accept returns on the following items:
- Personalized or custom-made products.
- Personal hygiene items.
- Hazardous materials, flammable liquids, or gases.
- Gift cards or vouchers
If you have questions about the eligibility of an item, we recommend that you contact us before purchasing.
Exchanges:
We do not offer direct exchanges.
If you would like a different item, you must request a return of the product received and, after validation, place a new order.
Right of Free Resolution (European Union):
Under the terms of the applicable legislation in the European Union, consumers have a period of 14 days after receiving their order to exercise their right of free resolution of the contract, without having to provide any reason.
The exercise of this right must comply with the general conditions for returns described above, particularly with regard to the condition of the item.
Refunds:
After receiving and checking the returned item, you will be notified of the decision regarding the refund.
If approved, the refund will be processed using the original payment method within a maximum of 8 business days.
The time it takes for the amount to become available may vary depending on the bank.
If more than 15 business days have passed since the refund was confirmed, you can contact us at geral@uhauu.com.