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30-day returns

You can return an item within 30 days of delivery. Write to contact@ulovel.com with your order number and the items concerned: we will send you the return instructions and address. Please do not send a parcel to an address we have not confirmed.

Right of withdrawal (14 days)

As a consumer in the European Union, you can withdraw from your purchase without giving any reason within 14 days of receiving your order, and then return the goods within a further 14 days. A clear statement sent by email is enough. You may inspect the product as you would in a shop; you are only liable for any loss of value caused by handling beyond what is necessary to establish its nature, characteristics and functioning.

The right of withdrawal does not apply to goods made to the customer's specifications or clearly personalised (for example an engraving, a name, a date or a photo), nor, once unsealed, to sealed goods that cannot be returned for health or hygiene reasons. Simply choosing a standard size or colour does not make an item personalised.

Return costs

The direct cost of returning an item you have changed your mind about is borne by you. If an item is defective, damaged or not as ordered, contact us before sending it back: the costs needed to put it right are borne by Ulovel.

Refunds

When you withdraw from your purchase, we refund you without undue delay and within 14 days of being informed of your decision, including the initial standard delivery costs. We may withhold the refund until we have received the goods or proof that they have been sent back, whichever comes first. The refund is made using the same payment method as your purchase. For commercial returns made after the 14-day period and within 30 days, items must be unused and in their original packaging; we check them on receipt and confirm the refund by email.

Cancelling or changing an order

Orders are processed quickly. To change or cancel an order, write to contact@ulovel.com as soon as possible with your order number. We cannot guarantee a change once the order is being prepared; your right of withdrawal still applies.

Damaged, wrong or non-conforming items

Contact us with your order number and a description of the problem; photos of the item and packaging help us process your request. The legal guarantee of conformity and all legal remedies remain fully available to you, beyond the 30-day period.