RETURN AND REFUND POLICY

Introduction

At Umley.ng, we strive to offer the best shopping experience by providing quality products and services. However, we understand that there may be instances where you need to return a product or request a refund. This Return and Refund Policy outlines the terms and conditions for returning items and requesting refunds.

Eligibility for Returns

To be eligible for a return, the following conditions must be met:

  1. Return Window: You must initiate a return within 7 days of receiving your order.
  2. Product Condition: The item must be unused, in the same condition that you received it, and in its original packaging. The packaging should be intact, and all tags and accessories must be included.
  3. Proof of Purchase: A valid receipt or proof of purchase is required for all returns.

Non-Returnable Items

Certain items are exempt from being returned:

  • Perishable Goods: Items such as food, beverages, and other perishables cannot be returned.
  • Personal Care Items: Due to hygiene reasons, personal care products such as cosmetics, toiletries, and grooming tools are non-returnable.
  • Customized or Personalized Products: These include items that have been custom-made or personalized according to customer specifications.
  • Services: Once services such as cleaning or laundry have been rendered, they are non-refundable.

Return Process

  1. Initiate Return: To start the return process, please contact our customer support at support@umley.ng within the 7-day window. Provide your order number and reason for the return.
  2. Return Approval: After reviewing your request, our team will confirm whether your item is eligible for return. You will receive instructions on how to proceed with the return.
  3. Shipping Costs for Returns:
    • You are responsible for covering the shipping costs to return the item unless the product is faulty, damaged, or incorrect.
    • If the item was damaged or incorrect, we will provide a pre-paid return label or arrange for pickup.
  4. Return Confirmation: Once we receive and inspect the returned item, you will receive a confirmation email regarding the status of your return.

Refund Process

Refunds are issued under the following conditions:

  1. Refund Eligibility: Refunds are only issued once the returned product has been inspected and deemed eligible.
  2. Refund Method: Approved refunds will be processed using the original method of payment (e.g., credit card, bank transfer).
  3. Refund Timeframe: Refunds typically take 7-10 business days to appear in your account after being processed. Delays may occur depending on your bank or payment provider.
  4. Partial Refunds: In some situations, only partial refunds may be granted (e.g., if the product shows signs of use or is missing parts).
  5. Non-Refundable Items: Gift cards, downloadable software products, and any services that have already been rendered are non-refundable.

Exchanges

We offer exchanges for items that are defective, damaged, or incorrect. If you need an exchange, please contact us with your order details, and we will arrange for a replacement product to be sent to you.

Damaged or Defective Products

If your order arrives damaged or defective, please contact our customer service team within 48 hours of receiving your order. We may request photos of the damaged product for verification purposes. Once confirmed, we will offer either a replacement or a full refund.

Cancellations

You can cancel your order before it has been shipped or the service has been rendered. Once an order has been processed for delivery, cancellations may not be possible. If you wish to cancel, please contact us as soon as possible at support@umley.ng.

Late or Missing Refunds

If you have not received your refund within the expected timeframe, we recommend checking with your bank or payment provider. Refunds may take some time to post. If you still have not received your refund, please contact us at support@umley.ng.