1. General
- All sales are final unless otherwise stated in this policy. Orders placed with Universal Exotics (the “Company”, “we”, “us”) are subject to this Refund & Cancellation Policy.
- By placing an order, you agree that you have reviewed this policy and accept it.
2. Cancellation of Orders
- You may cancel your order before it has shipped. To request cancellation, please contact us immediately at [email address] or by phone at [phone number].
- If the order has already been processed or shipped, cancellation is not possible and the order must be handled under our Returns/Exchange process if eligible.
3. Eligibility for Refunds
- Because of the nature of our products (lab-tested, batch-specific, regulated), we do not offer refunds for change of mind, incorrect size/quantity selection, or simply changed preference.
- Refunds may be considered only in the following circumstances:
- The product received is defective, damaged in transit, or markedly different from how it was described on the website.
- We shipped an incorrect item, or omitted an item from your order.
- To request a refund, you must contact us within 7 calendar days of delivery, provide proof of issue (photos/videos), and await our confirmation. We reserve the right to inspect the product returned before issuing a refund.
4. Returns & Exchanges
- If a refund is approved, the item must be returned in its original packaging, unused, and with all seals intact (unless the defect is due to damage in transit).
- Return shipping costs are the responsibility of the customer, unless we determine the return is due to our error.
- Upon receipt and inspection of the return, we will process your refund to the original payment method within 7–10 business days.
- Exchanges (if available) may be processed at our discretion; please contact us to inquire about availability.
5. Non-Refundable Items
- Items on clearance, “as-is” items, samples, and gift cards are non-refundable.
- Products opened, tampered with, or used are non-refundable unless proven faulty.
6. Partial Refunds & Restocking Fees
- In some cases where only part of the order is eligible (e.g., missing components), we may issue a partial refund.
- We reserve the right to charge a restocking fee (up to [percentage]% of the item price) for returned items that are not defective but returned nonetheless, subject to our prior written approval.
7. Partial Refunds & Restocking Fees
- In some cases where only part of the order is eligible (e.g., missing components), we may issue a partial refund.
- We reserve the right to charge a restocking fee (up to [percentage]% of the item price) for returned items that are not defective but returned nonetheless, subject to our prior written approval.
8. Refund Amounts & Timing
- Refunds will be issued in the same currency and to the same payment method used at purchase, unless otherwise agreed.
- Shipping charges (original and return shipping) are generally non-refundable unless the return is due to our error.
- Please allow up to 10 business days after our approval for the refund to appear in your statement.
8. Refund Amounts & Timing
- Refunds will be issued in the same currency and to the same payment method used at purchase, unless otherwise agreed.
- Shipping charges (original and return shipping) are generally non-refundable unless the return is due to our error.
- Please allow up to 10 business days after our approval for the refund to appear in your statement.
9. Contact Us
For questions or to request a refund/cancellation, please contact:
Email: inquires@universalexotics.com
Phone: 859-347-6009
Address: 2530 Spring Grove Ave Unit 1A, Cincinnati, OH 45214, USA
