History
Returns & Refunds Policy
At Urenus, we want every customer to feel confident, respected and supported when ordering from us. We understand that sometimes a product may not be right for you, may arrive damaged, or may need to be returned for another reason. Our returns and refunds process is designed to be clear, fair and customer-focused.
Our Policy
This policy explains when you can return an item, how refunds are processed, what happens if an item is damaged or defective, who pays for return shipping, and how to contact us for help.
Extended Return Window
You may contact us about a return within 90 calendar days of receiving your item. We have extended this period because we want our customers to have enough time and peace of mind.
Every Request Considered
We understand that every situation can be different. Our team will review your request carefully and fairly based on the condition of the item and the reason for return.
We Are Here to Help
If you are unsure whether your item qualifies for a return, please contact us before sending it back. We will guide you through the next steps.
Returning an Item
To help us process your return smoothly, please read the return conditions below before sending your item back.
When a Return May Be Accepted
To be eligible for a return, the item should usually be unused, undamaged and in the same condition that you received it.
Where possible, the item should also be returned in its original packaging.
You must contact us within 90 calendar days of receiving your item.
Information We May Need
To help us locate your order and process your request quickly, please provide:
- Your order number, if available
- Your full name and email address used for the order
- Receipt or proof of purchase
- A brief explanation of why you would like to return the item
- Photos, where the item is damaged, defective or incorrect
How to Request a Return
Please do not send your item back without contacting us first. This helps avoid delays and ensures your return is handled correctly.
Step-by-Step Return Process
- Contact us: email our customer support team at info@urenus.com.
- Provide your order details: include your order number, proof of purchase and the reason for your return.
- Wait for return guidance: our team will review your request and provide instructions where your return is accepted.
- Pack your item safely: return the item securely, ideally in its original packaging, to reduce the risk of damage in transit.
- Send the item back: use a reliable postal or courier service. We recommend keeping your proof of postage until your return is completed.
- Inspection and outcome: once we receive your item, we will inspect it and update you about your refund, exchange or replacement.
How Refunds Are Processed
We aim to process eligible refunds fairly and promptly once the returned item has been received and inspected.
After We Receive Your Return
Once your returned item reaches us, our team will inspect it and confirm whether the refund has been approved.
If we need more information from you, we will contact you using the details provided with your order or return request.
Refund Destination
Approved refunds will be issued to the original payment method used during the purchase.
For credit card payments, it may take up to 5 business days for the refund to appear on your statement, depending on your card provider.
Damaged, Defective or Incorrect Items
If your item arrives damaged, defective or different from what you ordered, please contact us as soon as possible so we can put things right.
Damaged or Defective Products
If your item is damaged or defective, please email us with your order details and clear photos showing the issue.
Depending on the circumstances, we may offer a replacement, exchange, refund or another suitable solution.
If You Received the Wrong Item
If you believe you have received an incorrect item, please contact us before using or opening the product further.
We will review the matter and advise you on the best way to resolve it.
Shipping Costs and Responsibility
Customer Return Shipping
For standard returns or exchanges, customers are usually responsible for paying their own return shipping costs.
We recommend using a tracked or recorded delivery service, especially for higher-value items, as we cannot process a return we do not receive.
Damaged, Defective or Incorrect Items
If the item is damaged, defective or incorrect due to an error on our side, please contact us and we will review the matter fairly.
In appropriate cases, we may provide further instructions regarding return shipping or offer another suitable solution.
Items That May Not Be Eligible for Return
To protect customers and ensure product quality, some returns may not be accepted unless the item is damaged, defective or incorrect.
Return Limitations
We may be unable to accept a return in the following situations:
- The item has been used, damaged or altered after delivery
- The item is not returned in a suitable condition
- The item is missing original packaging, parts or accessories, where these are required
- The return request is made after 90 calendar days from receiving the item
- The product cannot reasonably be resold for hygiene, safety or quality reasons, unless it is damaged, defective or incorrect
This does not affect your statutory rights where applicable. If you believe your item is faulty, damaged or not as described, please contact us so we can review the matter properly.
We Care About Your Experience
Your Satisfaction Matters to Us
Good customer care does not end after a purchase. If something is wrong, unclear or disappointing, please contact us. We will listen to your concern and do our best to resolve it fairly.
For returns, refunds, exchanges or damaged items, please email our customer support team.
Email: info@urenus.com
