Return and Refund Policy

At Urenus, we want you to feel confident when ordering from us. If something is not right with your order, our customer support team is here to help.

We offer a straightforward return and refund process and will always aim to deal with requests fairly and reasonably.

1. 90-Day Return Period

You may contact us to request a return within 90 calendar days of receiving your order.

To start a return, please email info@urenus.com and include, where available:

• Your order number

• Your full name and email address used for the order

• Your receipt or proof of purchase

• The reason for the return

• Photographs if the product is damaged, defective or incorrect

Please contact us before returning any item so that we can provide the appropriate return instructions.

2. Condition of Returned Products

For a standard return, products should normally be:

• Unused

• Undamaged

• In the same condition in which they were received

• Returned in their original packaging where reasonably possible

Certain products may not be suitable for return once opened or used for hygiene, health, safety or product-quality reasons.

This does not affect your statutory rights where the product is faulty, damaged, incorrect or not as described.

3. How to Return an Item

Once you have contacted us and your return has been accepted, we will provide instructions for returning your order.

Please package the product securely and use a reliable postal or courier service. We recommend obtaining and keeping proof of postage until your return has been completed.

Do not return products without contacting us first, as this may delay the processing of your return.

4. Returns from the United States

For customers returning products from the United States, USPS may provide an economical return option through its Click-N-Ship service.

Where Urenus has agreed to cover the return postage, please retain your postage receipt and send a copy to us so that the agreed cost can be reimbursed.

Please contact us before purchasing a return label so that we can confirm the appropriate return arrangements.

5. Returns from Other Countries

For returns from countries outside the United States, we generally recommend using your local postal service or another reliable tracked delivery service.

Return shipping arrangements and responsibility for the cost will depend on the reason for the return.

For standard returns, customers will normally be responsible for their own return postage.

Where a product is damaged, defective, incorrect or another error has occurred on our side, please contact us before returning the product so that we can advise you about the available options.

6. Refunds

Once we receive your returned item, we will inspect it and confirm whether your refund has been approved.

Approved refunds will normally be returned to the original payment method used for the purchase.

We usually process approved refunds promptly. After the refund has been issued, it may take approximately 3 to 5 business days, and in some cases longer depending on your bank, card provider or payment service, for the funds to appear in your account.

Original delivery charges may not always be refundable unless the product is damaged, defective, incorrect or we are otherwise required to refund those charges.

7. Damaged, Defective or Incorrect Products

If your order arrives damaged, defective or you receive the wrong product, please contact us as soon as reasonably possible at info@urenus.com.

Please provide your order details and, where appropriate, clear photographs showing the problem.

Depending on the circumstances, we may offer:

• A replacement

• An exchange

• A refund

• Another appropriate solution

If the problem resulted from an error on our side, we will work with you to resolve the matter fairly.

8. Lost or Damaged Parcels

If your parcel appears to have been lost or damaged during transit, please contact us with your order details.

We will investigate the matter with the relevant postal or delivery service where appropriate.

Where we confirm that an order has been lost or damaged in transit, we may provide a replacement, refund or another appropriate resolution without requiring you to pay additional delivery costs.

9. Items That May Not Be Eligible for Return

We may be unable to accept a standard return where:

• The product has been used, damaged or altered after delivery

• The product is returned in an unsuitable condition

• Important packaging, parts or accessories are missing

• The return request is made more than 90 calendar days after delivery

• The product cannot reasonably be accepted for return for hygiene, health, safety or quality reasons

These restrictions do not remove any statutory rights you may have in relation to faulty, damaged, incorrect or misdescribed goods.

10. Exchanges and Replacements

Where appropriate, we may offer an exchange or replacement instead of a refund.

Please contact us before returning the product so that we can review the circumstances and advise you of the available options.

11. Chargebacks and Payment Disputes

If you experience a problem with your order, we encourage you to contact us before raising a chargeback or payment dispute.

Many issues can be resolved quickly by our customer support team, including problems involving delivery, damaged products, incorrect items, replacements and refunds.

Contacting us first does not affect any rights you may have through your bank, card provider, payment service or applicable consumer law.

12. Your Consumer Rights

Nothing in this policy is intended to exclude or restrict any consumer rights that cannot legally be excluded or restricted.

Where applicable, your statutory rights remain unaffected.

13. Contact Us

If you have a question about a return, refund, replacement or exchange, please contact:

Urenus Customer Support

Email: info@urenus.com

We will review your request carefully and do our best to provide a fair and practical solution.