Returns and refunds
To start a return or report an order problem, email ubanshop@outlook.com with your order number.
14-day withdrawal right
Where Georgia’s statutory distance-sale withdrawal right applies, you may notify us without giving a reason within 14 calendar days after receiving the goods. For an order delivered in parts, the period starts when the final part is received. Legal exceptions may include personalised goods, rapidly perishable goods and sealed hygiene goods unsealed after delivery. These exceptions do not remove rights relating to defective or non-conforming goods.
Send a clear withdrawal statement by email. We will acknowledge it and provide the correct return instructions and return destination. Unless we arrange collection, send the goods back without undue delay and no later than 7 calendar days after your notice. Do not return an item to an address printed on the parcel without our instructions.
For a change-of-mind return, the customer bears the direct return cost where this was disclosed before purchase. You may inspect the goods as you would in a shop, but you can be responsible for diminished value caused by use beyond what is necessary to establish their nature, characteristics and functioning.
Where required by law, we reimburse eligible payments without undue delay and within 14 calendar days after the withdrawal notice. We may withhold reimbursement until we receive the goods or evidence of dispatch, whichever occurs first, unless we offered collection. Refunds are issued through the original payment method unless another method is agreed without extra cost.
Damaged, defective, wrong or incomplete items
Please report the issue promptly, preferably within 7 days of delivery. This request supports a faster investigation and is not a deadline that removes statutory rights. Include clear photos of the product, packaging and shipping label, or a video showing the fault where useful. An unboxing video is not a blanket condition for a valid claim.
UbanShop will assess the issue and provide the remedy required by law. The decision of a fulfilment partner does not determine your statutory rights against UbanShop.