Our policy lasts for 14 days. If 14 days have passed since your receipt of the order, we unfortunately cannot offer you a refund or exchange.
To qualify for a return, your item must be unused and in the same condition in which you received it. It must also be in the original packaging.
Items that cannot be returned:
- Gift cards
To make a return, you must present us with a receipt or proof of purchase.
Please do not return your purchase to the manufacturer.
There are certain situations where only a partial refund is granted: (if applicable)
- Any item that is not in its original condition, is damaged or has certain parts missing for reasons that are not due to an error on our part.
- Any item that is returned more than 14 days after delivery.
Article(s) received defective
If your order is delivered to you defective in whole or in part you can benefit from a return or refund of the item(s) concerned. To do this, send us a message to the following e-mail address: contact@universpeluche.com, including proof of payment (a screenshot of the confirmation e-mail received when you placed your order, for example) and a photo of the items concerned. Please also specify in the message whether you would like the defective items to be returned or refunded instead.
Order cancellation (if applicable)
Most orders are processed within 24 hours. If you wish to cancel your order for any reason, please email us at contact@universpeluche.com.
A vast majority of in-stock items are processed and/or shipped within 24 hours, it is imperative that you contact us during this time, so that we can attempt to cancel your order before it is processed and/or shipped.
No request to cancel your order can be considered if it has already been processed.
Replacement and voucher (if applicable)
1. Exchange your item for a different size/color.
Exchanges are only available for the size and/or color of the same style. Exchanging a different product is strictly not permitted. We recommend that you return your original item for a refund and then place a new order for the product you want.
2. Refund details and vouchers
The default refund method is credit note.
If you wish to receive a refund on the payment method used at the time of your purchase, you must imperatively notify us by email at contact@universpeluche.com. Orders that are exchanged or items returned/exchanged due to manufacturer defect will not incur a restocking fee. The fee will be applied to the original order and the balance will be refunded.
Only the final price paid (after any discount) will be refunded.
Discount codes or vouchers cannot be reissued and are non-refundable.
Refunds (if applicable)
Once we have received and inspected the returned item, we will send you an e-mail to confirm that we have received it. We will also inform you of our decision regarding the approval or rejection of your refund request.
If your request is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain number of days.
Late or missing refunds (if applicable)
If you have not yet received your refund, please check your bank account again first.
Then contact your credit card issuer, as there may be a delay before your refund is officially posted.
Then contact your bank. There is often a processing time required before a refund is posted.
If after completing all of these steps you have still not received your refund, please contact us at contact@universpeluche.com.
Exchanges (if any)
We replace an item only if it is defective or damaged. If in this case you would like to exchange it for the same item, please email us at contact@universpeluche.com
Gifts
If the returned item was identified as a gift at the time of purchase and was sent directly to you, you will receive a gift credit equal to the value of your return. Once we receive the returned item, a gift certificate will be mailed to you.
If the item was not identified as a gift at the time of purchase, or if the gift giver preferred to receive the item first and give it to you later, we will send a refund to the gift giver and they will know that you have returned the item.
Shipping
You will be responsible for paying your own shipping costs to return your item. Shipping costs are non-refundable.
Depending on where you live, the time it takes to receive your exchanged product may vary.
If you are shipping an item worth more than €75, you should consider using a delivery service that allows you to track the shipment or purchasing delivery insurance. We do not guarantee that we will receive the item you return.