Refund & Return Policy
Customer satisfaction is important to us. If you experience any issues with your purchase, please review our policy below.
1. Return Eligibility
Products may be returned within 7 calendar days from the date of delivery if:
- You received the wrong item.
- The item arrived damaged.
- The product is defective.
Returned items must be:
- Unused
- In their original packaging
- Accompanied by proof of purchase
2. Non-Returnable Items
The following items cannot be returned or refunded unless they are defective or incorrectly supplied:
- Personalised products
- Custom-printed items
- Products made to customer specifications
- Used products
- Items damaged due to misuse
3. Refund Process
Once we receive and inspect the returned item, we will notify you of the outcome.
If approved, refunds will be processed to the original payment method within 7–14 business days, depending on your payment provider.
4. Exchanges
Where stock is available, defective or incorrectly supplied products may be exchanged for the same item.
If the item is unavailable, an appropriate refund or alternative solution will be offered.
5. Return Shipping
If the return is due to our error (wrong item supplied or defective product), The UTP Shop will bear the reasonable return shipping cost.
For returns not caused by our error, customers are responsible for the return shipping charges.
6. Contact Us
To request a return or refund, please contact our customer service within 7 days of receiving your order and provide:
- Order Number
- Description of the issue
- Photos of the product (if applicable)
Our team will assist you with the return process as soon as possible.