Refund Policy

Replacement guarantee

Our guarantee is replacement-based rather than a general refund guarantee. If a Product arrives damaged, the Customer must contact support as soon as possible with the order details and clear photos so the issue can be verified. Qualifying damaged Products are resolved through replacement. Where Shipping Protection was added at checkout, confirmed loss or damage in transit is also resolved through replacement. Eligibility may require order details, product photos and batch information. For safety reasons, opened Products cannot be returned.

Cancellations

A Customer may request a change or cancellation within 24 hours of purchase, provided fulfillment has not progressed beyond the point where the order can reasonably be modified. Once an order has shipped, the replacement guarantee applies. We may cancel an order before fulfillment if payment fails, details cannot be verified, stock is unavailable, or the order appears to breach these Terms.

Shipping & risk of loss

Orders are fulfilled across most of Europe. Orders are typically dispatched within 1-2 business days and most deliveries arrive within 3-5 business days, although times vary by destination and carrier. Free shipping applies to orders over €250. Products are shipped with tracked, discreet, temperature-conscious handling. Optional Shipping Protection can be added at checkout; a protected shipment confirmed lost or damaged in transit is replaced at no additional product cost. Without Shipping Protection, risk of loss passes when the carrier confirms delivery to the shipping address provided at checkout.

Last updated: May 2026. Questions? Message us on WhatsApp. Legal contact: hi@uu.life