Refund & Return Policy

📑Refund Policy

We have a 30-day return policy, meaning you have 30 days from the date you receive your item to request a return.

To be eligible for a return, your item must meet the following conditions:

  • The item must be in the same condition as when you received it: unworn, unused, with tags attached, and in its original packaging.
  • You must provide the receipt or proof of purchase.

All returned items must fully comply with our return policy. If they do not, we will return the item to you at your expense.

Reasons for Returns

We generally accept returns for the following two reasons:

Product quality issues or shipping damage: If the product is damaged or defective during shipping, we will provide free return or exchange services.

Customer reasons: If the return is due to customer reasons, the customer is responsible for the return shipping cost, based on the courier service selected. Customer reasons include:

  1. The customer does not like the item.
  2. The customer believes the item does not meet expectations.
  3. The customer feels the size is too small or too large.
  4. The customer believes the color is not as expected.
  5. The customer changes their mind or no longer needs the item for personal reasons.
  6. The customer ordered the wrong item or quantity.
  7. The customer did not carefully read the item description and was surprised by its features or specifications.

We are confident that you will love your Ustianlight order, but if for any reason you are not satisfied, please leave us a message via the Contact Us page or reply to the shipping update email, and we will address the issue.

If the product is received damaged or not as described

If the product arrives damaged or not as described, please contact us and provide photos of the damaged item so that we can evaluate the problem and provide a solution.

Cancellation of Order

Orders can be canceled within 12 hours of confirmation. After this time, we will not be able to issue a refund. (If the order has not yet been shipped, we may cancel the order upon request. Please contact us if you have not received a shipping confirmation.)

Are Shipping Costs Refundable?

Shipping costs are non-refundable once we have fulfilled our shipping obligations. Shipping costs are refundable if the package has not been shipped.

EU 14-Day Cooling-Off Period

You have the right to cancel or return your order for any reason within 14 days. The item must be in the same condition as when you received it: unworn, unused, with tags attached, and in its original packaging. A receipt or proof of purchase is required.

Return and Exchange Eligibility

You are eligible for a partial or full refund and exchange in the following cases:

  • Any item that is not in its original condition (such as damage or missing parts, not caused by our fault).
  • Any item that does not match the description.
  • Any item that was not delivered and returned to the sender.
  • Any item not delivered within 90 days.

Non-refundable items

The following items are non-refundable:

  • Gift cards.
  • Store credit.
  • Items where there was a misunderstanding about the product listing (even if clearly marked as non-discountable).

Items Not Eligible for Return or Exchange

The following items are not eligible for return or exchange:

  1. Products that do not meet our 30-day return policy.
  2. Orders valued at $5,000 or more.
  3. Custom-made, manufactured, or specially ordered items to customer specifications.
  4. Light bulbs.
  5. Items that are not in their original condition or packaging.
  6. Products that cannot be returned once shipped.
  7. If the item was not signed for or claimed upon delivery, causing a return and incurred shipping fees, the customer will be responsible for the return shipping fee, and 30% of the return shipping fee will be deducted from your refund.
  8. For re-exchange orders (orders that require a return after an exchange), a 40% restocking fee will be charged.
  9. For items not eligible for return or refund, the customer is responsible for return shipping costs, and we will deduct up to 70% of the costs and service fees from your refund.
  10. Misunderstandings of items that are clearly not discounted. This means that even if certain items are clearly not discounted or eligible for discounts, customers may mistakenly think they should be discounted, resulting in pricing misunderstandings.
  11. For custom products, once production has begun, you will not be able to cancel this contract. You will be responsible for paying the full purchase price, shipping costs, and any other related costs incurred when the goods are prepared for shipment.

How to Return or Exchange?

To return or exchange an item, please contact ustianlight@gmail.com. Our support team will provide specific return address details and instructions based on your location.

If your return is accepted, we will send you the return address and instructions on how and where to send the package. Items returned without prior approval will not be accepted.

Return process:

  1. Read the return policy to confirm if your order qualifies for a refund/exchange.
  2. Submit an inquiry to ustianlight@gmail.com and state the reason for the return/exchange.
  3. We will confirm the refund amount based on the reason and items involved.
  4. We will send you a return address and return instructions. Please ensure all returned items meet our instructions, otherwise, we will not issue a refund.
  5. We do not charge any restocking or handling fees for first-time returns. You are responsible for shipping and paying for return shipping. We do not provide prepaid labels. Please print your order confirmation email and place it in your return package. To ensure a smooth return, please follow the requirements above.
  6. Please notify us once the item has been returned and provide a tracking number (if applicable).
  7. Once we receive the returned product, we will process your refund within 5 business days.

Refunds (if applicable)

If your return is approved, we will process your refund within 5 business days and transfer the funds back to your original payment method. Please contact your bank or credit card issuer for more details.

Delayed or Missing Refund (if applicable)

If you have not received your refund, please follow the steps below:

  1. Please check your bank account first.
  2. Contact your credit card company, as it may take some time for the refund to be officially credited.
  3. Contact your bank, as refunds may take some time to process.

If you have completed all the above steps and still have not received your refund, please contact us via our Contact Us page.

We have a duty to provide you with products that comply with your consumer rights. If you are concerned that we have not met our legal obligations, please contact us at ustianlight@gmail.com.

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