Refund & Return Policy

Thank you for shopping with UmasMade, operated by UMETA MEDIA LTD.
We take pride in crafting every order with precision and care. Because each item is made to order and often personalized, our refund and return policy differs from standard retail practices.

1. Order Cancellations

You may cancel your order within 1 hour of purchase.
After this time, production begins and cancellations are no longer possible.

To request a cancellation within the 1-hour window, please contact us directly via WhatsApp at +44 77 2921 9769 with your order number.

Once production starts, all personalized products are non-refundable and non-cancellable.

2. Personalized Items (Non-Returnable)

All personalized, engraved, or custom-made products are final sale.
This includes items featuring custom names, initials, text, or any other personalization detail.

Because these products are created specifically for you, we cannot accept returns or issue refunds unless:

The product arrives damaged, or
We have made an error in personalization or order fulfillment.

We do not accept returns for:

Spelling errors, incorrect names, or design details provided by the customer.
Buyer’s remorse or change of mind after production has started.
Slight variations in color, texture, or material due to handmade production.

3. Damaged or Incorrect Items

If your order arrives damaged or incorrect, please contact us within 3 days of receiving your package through our WhatsApp contact line: +44 77 2921 9769.
To help us resolve the issue, include the following in your message:

Your order number
Clear photos or videos of the damaged or incorrect product
A short explanation of the issue

Once verified, we will:

Offer a replacement, or
Issue a partial or full refund, depending on the situation.

Returned items must be in their original packaging and unused.
Unauthorized returns or returns made without prior approval will not be accepted.

4. Return Process for Eligible Items

If your return is approved:

You will receive return instructions through WhatsApp.
The product must be shipped back within 7 business days of approval.
Once received and inspected, we will notify you via WhatsApp and process the refund.

Refunds are issued through the original payment method (Stripe) within 5–10 business days, depending on your bank or card issuer.

5. Non-Personalized Items (If Applicable)

For non-custom products (if available on our site):

Returns are accepted within 14 days of delivery.
Items must be unused and in their original packaging.
The buyer is responsible for return shipping costs.

Refunds are issued after the returned item passes inspection.

6. Shipping and Customs Fees

Shipping fees are non-refundable once an order has shipped.
In the case of free shipping promotions, the actual shipping cost will be deducted from your refund (if applicable).

We cover all standard duties and taxes for international shipments.
However, if additional customs fees are unexpectedly applied by local authorities, these charges are the responsibility of the recipient and are non-refundable.

For shipments to the United States, a 25% customs duty is automatically added at checkout and collected during payment.
This fee is already included in the total you pay — no extra payment will be requested upon delivery.

7. Lost or Delayed Packages

We use trusted carriers (DHL, UPS, FedEx, TNT, Widect) to ensure fast and secure delivery.
However, once the package leaves our facility, delays caused by customs or local carriers are beyond our control.

If your tracking shows “delivered” but you did not receive your package, please contact the carrier directly.
We will assist when possible, but we are not liable for lost or stolen packages confirmed as delivered by the courier.