Returns & Exchanges

We want you to love your custom Uniechoǒ gear. Because most items are made-to-order and personalized, our returns policy balances flexibility with the nature of custom production.

Return Window & Eligibility

  • Personalized/Custom items (e.g., custom text/prints, name embroidery): Final sale and not returnable once personalization has begun, except in cases of manufacturing defects, printing errors caused by us, or damage in transit.

  • Non-custom items (no personalization): Eligible for return or size exchange within 14 days of delivery.

  • Items must be unused, unwashed, unaltered, and in original packaging with all tags attached.

Exchanges (Sizing)

  • Custom items: We can’t reprint for size changes once produced. If you’re unsure about sizing, please check our size guide or contact us before ordering.

  • Non-custom items: One size exchange within 14 days (stock permitting). You’ll cover return shipping; we’ll ship the replacement once we receive and inspect the original.

Order Changes & Cancellations

  • You may request changes/cancellation within 12 hours of purchase at no cost.

  • After personalization starts (typically 2–3 business days after ordering), the order cannot be changed or cancelled.

Defects, Damage, or Our Error

If your item arrives damaged, defective, or with an error we made (wrong size/color/print vs. your order):

  1. Contact us within 7 days of delivery.

  2. Include your order number, photos (full item + close-ups of the issue), and outer packaging if damaged.

  3. After verification, we’ll replace or refund promptly (including shipping).

“Delivered” but Not Received

If tracking shows Delivered but you can’t find the package:

  • Check with household members, building staff, and neighbors.

  • Look for a carrier notice or safe-drop.

  • If still missing, contact us with your order + tracking number; we’ll contact the carrier. If confirmed lost, we’ll reship or refund.

How to Start a Return (Non-Custom or Approved Cases)

  1. Email us at [email protected] with your order number and reason.

  2. We’ll issue an RMA and provide the return address (regional hub or our warehouse).

  3. Pack securely; keep your return tracking.

  4. Once received and inspected (3–5 business days), we’ll process your exchange or refund.

Refunds

  • Refunds go to your original payment method.

  • Original shipping fees are non-refundable unless the return is due to our error.

  • Please allow your bank 3–10 business days to post the credit after we issue it.

Return Shipping & Fees

  • For buyer’s remorse/size exchanges on non-custom items, return shipping is customer-paid.

  • For approved defect/our error cases, we’ll cover reasonable return or replacement shipping (or offer a prepaid label where available).

Customs, Duties & Taxes (International)

  • Import duties/taxes are set by your country and are non-refundable by us once charged.

  • If a package is refused due to duties and returned, we can refund the item price minus: original shipping, return shipping/fees, and any carrier surcharges, provided the item arrives back in resellable condition.

Non-Returnable Items

  • Personalized/custom products after production begins

  • Clearance/final-sale items

  • Worn/washed/altered goods or items without original tags/packaging

  • Health/safety-sensitive accessories (where applicable)

Accuracy of Personalization

  • Please double-check spellings, text, colors, and size before checkout. We produce exactly as approved at purchase. Errors in the personalization details provided by the customer are not eligible for free replacement/refund.

Still need help? Contact us at [email protected]—we’ll make it right.