RETURN & REFUND

We want you to be happy with your UY scent. However, due to the nature of our products, returns are only accepted under specific conditions.

 

Return Conditions

To be eligible for a return and refund:

  • Products must be in their original, unopened, and saleable condition. This also means that the product must be still sealed in it's original packaging. 

  • You must provide proof of purchase

  • The return must be initiated within 14 days of receiving the item, in line with your statutory right of withdrawal (Widerrufsrecht)

Used or opened products cannot be returned for hygienic reasons.

 

Damaged, Incorrect, or Incomplete Orders

If you experience any issues with your delivery, we kindly ask you to get in touch with our customer service as soon as possible (ideally within 24 hours of receiving your package) via email, phone, or the contact form on our website, especially if:

  • Your order arrives damaged or incomplete

  • You receive the wrong product(s)

  • Your order has not arrived at all

Once contacted, we will review the situation and advise you on the next steps. Please wait for our instructions before returning any products.

Shipping & Replacements

If the issue qualifies, we will bear the costs of shipping a replacement and take care of the correct dispatch — provided that you have followed our return instructions.

If you choose to return a product on your own without consulting us first, we unfortunately cannot reimburse those shipping costs or be held liable for any issues that arise during that return.

Lost Packages & Delivery Issues

If your package is lost in transit or marked as delivered but not received, we will open a formal investigation with the shipping carrier. We kindly ask for your full cooperation during this process. Once the shipment is officially declared lost, we will either send a replacement or refund the full purchase amount.

UY Studio is responsible for your order until it has been delivered to the address provided at checkout. However, if the loss is due to an error in the delivery address submitted by you, we cannot be held accountable for any non-delivery or damage resulting from that.

 

Please reach out to sales@uy-studio.com for any further information.