Refund policy

 

Thank you for shopping with uurtmc.shop.

This Return and Refund Policy explains your rights and our procedures concerning order cancellations, returns, exchanges, faulty products, replacements, and refunds for products purchased through uurtmc.shop.

This policy applies to purchases made directly through our website. It should be read together with our Terms of Service and Shipping Policy.

Nothing in this policy excludes, restricts, or modifies any right or remedy that cannot lawfully be excluded under United Kingdom consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. Contact Information

For cancellation, return, refund, exchange, or product-related enquiries, please contact:

Store Name: uurtmc.shop
Email: info@uurtmc.shop
Phone: +44 7538 958820
Business Address: 31 Harvard Close, Lee-on-the-Solent, PO13 8FS, United Kingdom

When contacting us about an existing order, please include your full name, order number, and the email address used during checkout.

2. Your Statutory Rights

Products supplied by uurtmc.shop must be:

• Of satisfactory quality;
• Fit for their normal purpose;
• Fit for any particular purpose made known to us before purchase;
• As described;
• Consistent with any sample or model shown; and
• Supplied in accordance with the sales contract.

Your legal rights concerning faulty, damaged, unsafe, incorrect, or misdescribed products are separate from your right to cancel an eligible online purchase because you have changed your mind.

Products purchased during a sale, promotion, or clearance period remain protected by applicable consumer law.

3. Right to Cancel an Online Purchase

For most products purchased online, you may cancel your order without giving a reason within 14 days.

The cancellation period generally begins on the day after:

• You receive the products;
• A person nominated by you receives the products;
• You receive the last product where one order contains several products delivered separately; or
• You receive the final part where a product is delivered in several lots or pieces.

You must clearly inform us of your decision to cancel before the cancellation period expires.

4. How to Cancel

To exercise your right to cancel, email:

info@uurtmc.shop

Your cancellation notice should include:

• Your full name;
• Your order number;
• The email address used to place the order;
• The product or products you wish to cancel; and
• The date on which the order was received.

You do not need to provide a reason for cancelling an eligible order.

Any clear written statement confirming your decision to cancel will be accepted. A specific cancellation form is not required.

We will acknowledge your request and provide the appropriate return instructions.

5. Cancelling Before Dispatch

Please contact us as soon as possible if you wish to cancel an order before it has been dispatched.

We will make reasonable efforts to stop the order. However, cancellation cannot be guaranteed after the order has been:

• Processed;
• Packed;
• Transferred to a fulfilment provider;
• Assigned a shipping label; or
• Dispatched.

If the order has already been dispatched, you may still exercise an applicable cancellation right by receiving and returning the products in accordance with this policy.

6. Returning Products After Cancellation

After notifying us that you wish to cancel, you must send the products back without undue delay and no later than 14 days after the date on which you informed us of the cancellation.

Please contact us before returning any product.

We will provide:

• Return authorisation;
• The correct return address;
• Packaging instructions where required; and
• Any applicable return reference.

Products sent without following the supplied return instructions may experience processing delays.

7. Return Address

Our business correspondence address is:

uurtmc.shop
31 Harvard Close
Lee-on-the-Solent
PO13 8FS
United Kingdom

This address is not automatically the authorised return address.

Please do not send products to this address unless our customer service team has confirmed in writing that it is the correct return destination.

The authorised return location may differ from our business correspondence address because products may need to be returned to a designated fulfilment or returns facility.

8. Condition of Returned Products

You may inspect a product to determine its nature, characteristics, and basic functioning in the same way that you could reasonably inspect it in a physical shop.

When returning a product, please ensure that it is:

• Securely packaged;
• Returned with all components and accessories;
• Free from unnecessary damage;
• Not altered or modified;
• Not washed unless reasonably necessary to identify a fault;
• Free from avoidable stains, odours, hair, or contamination; and
• Accompanied by proof of purchase or sufficient order information.

Where reasonably possible, please also return:

• Original labels;
• Product tags;
• Manuals;
• Protective materials; and
• Original product packaging.

The absence of original packaging does not automatically remove your statutory rights.

9. Reduction in Value

You are responsible for any reduction in the value of a product caused by handling beyond what is reasonably necessary to establish its nature, characteristics, and functioning.

Excessive handling may include:

• Wearing a product for an extended period;
• Using the product beyond basic inspection;
• Washing or altering it unnecessarily;
• Removing hygiene protection;
• Causing stains, marks, odours, or damage;
• Removing labels in a way that affects resale value; or
• Failing to package the return adequately.

Where permitted by law, we may make a reasonable deduction from the refund reflecting the actual reduction in value.

We will not make a deduction merely because the delivery packaging was opened or the product was reasonably inspected.

10. Exceptions to Change-of-Mind Cancellation

The statutory change-of-mind cancellation right may not apply to certain products, including:

• Products made to your specifications;
• Clearly personalised or customised products;
• Sealed products that are unsuitable for return for health-protection or hygiene reasons after the seal has been broken;
• Products liable to deteriorate or expire rapidly;
• Sealed audio, video, or software products after unsealing;
• Newspapers, periodicals, or magazines, except subscription contracts;
• Products inseparably mixed with other items after delivery; and
• Other products excluded by applicable law.

Hygiene-related exceptions may include sealed underwear, intimate products, swimwear with removed hygiene protection, pierced jewellery, cosmetics, or personal-care products where the protective seal has been opened.

These exceptions do not remove your rights where a product is faulty, damaged before delivery, unsafe, incorrectly supplied, or not as described.

11. Change-of-Mind Return Costs

Unless otherwise stated before purchase, you are responsible for the direct cost of returning products when cancelling because you have changed your mind.

We recommend using a reliable, trackable postal or courier service.

Please retain:

• Your postage receipt;
• The return tracking number; and
• Evidence showing the date the parcel was sent.

You remain responsible for the return parcel until it reaches the authorised return location, except where we have arranged and controlled collection.

12. Refunds Following Cancellation

When you validly cancel an eligible online order, we will refund:

• The price paid for the returned products; and
• The cost of the least expensive standard delivery method offered for the original order.

Where standard delivery was free, there will be no outbound standard-delivery charge to refund.

If you selected an enhanced, express, priority, or premium delivery service, we are not required to refund the additional amount above the cost of the least expensive standard delivery option.

Where only part of an order is cancelled, the original delivery charge may not be refundable if the charge would have been the same for the products retained.

13. Refund Timing

We will issue an approved cancellation refund without undue delay and no later than 14 days after:

• We receive the returned products; or
• You provide satisfactory evidence that the products have been sent back,

whichever occurs first.

We may withhold the refund until the products are received or until valid evidence of return is provided.

Where an order is cancelled before dispatch, the refund will normally be issued within 14 days after we receive the cancellation notice.

14. Refund Method

Refunds will normally be issued using the same payment method used for the original transaction unless you expressly agree to another method.

You will not be charged an additional fee solely for receiving an approved refund.

We generally cannot redirect a refund to:

• A different payment card;
• A different bank account;
• Another customer;
• A third-party account; or
• An unrelated payment method.

Where the original payment method is no longer available, please contact us so that a suitable and secure alternative can be considered.

15. Payment Provider Processing Times

After uurtmc.shop issues a refund, your bank, card issuer, or payment provider may need additional time to make the funds available.

Depending on the provider, this may take approximately 5–10 business days.

This banking period begins after we have issued the refund and is outside our direct control.

16. Late or Missing Refunds

If you have received confirmation that a refund was issued but cannot see the funds:

1. Check the original payment account;
2. Review your bank or card statement;
3. Contact your bank, card issuer, or payment provider;
4. Allow the stated financial-processing period to pass; and
5. Contact info@uurtmc.shop if the refund remains missing.

Please include your order number and refund-confirmation information.

17. Faulty or Defective Products

Contact us if a product:

• Is faulty or defective;
• Is unsafe;
• Is not of satisfactory quality;
• Does not work as reasonably expected;
• Is not fit for its normal purpose;
• Is not fit for a purpose made known to us before purchase;
• Does not match its description;
• Is materially different from the product ordered; or
• Develops a problem within a period in which it could reasonably be expected to remain functional.

Please provide:

• Your full name;
• Order number;
• A clear description of the problem;
• The date on which the problem was identified;
• Photographs or videos showing the issue; and
• Any relevant supporting information.

Photographs or videos may assist our assessment, but we will not impose unreasonable evidence requirements where the fault is otherwise apparent.

18. Short-Term Right to Reject Faulty Goods

Where a product does not meet applicable legal requirements, you may have a short-term right to reject it within 30 days.

The 30-day period generally begins after:

• The product has been delivered;
• You have taken ownership or possession of it; and
• Any required installation or other necessary action has been completed.

Where the short-term right to reject applies, you may request a refund.

This right is separate from the 14-day cancellation right for eligible online purchases.

19. Repair or Replacement

Where the short-term right to reject has expired, you may generally request:

• A repair; or
• A replacement.

The requested remedy must be possible and must not impose a disproportionate cost compared with the alternative remedy.

Any required repair or replacement must be provided:

• Without charge;
• Within a reasonable period; and
• Without causing significant inconvenience.

If repair or replacement is impossible, unsuccessful, not completed within a reasonable period, or would cause significant inconvenience, you may be entitled to a price reduction or final right to reject.

20. Final Right to Reject or Price Reduction

Depending on the circumstances, you may be entitled to a price reduction or final rejection where:

• Repair or replacement is impossible;
• Repair or replacement has failed;
• The product remains non-compliant after an attempted remedy;
• A remedy has not been completed within a reasonable period;
• A remedy would cause significant inconvenience; or
• Applicable law otherwise permits it.

The appropriate remedy will be determined in accordance with the nature of the problem, the product, its expected lifespan, and applicable consumer law.

21. Faults Appearing Within Six Months

Where a fault becomes apparent within six months after delivery, it may be presumed to have existed at the time of delivery unless:

• We can establish otherwise; or
• That presumption would be inconsistent with the nature of the product or the fault.

Depending on the circumstances, you may be entitled to a repair, replacement, price reduction, or final rejection.

22. Faults Appearing After Six Months

Your consumer rights may continue after six months.

However, you may be asked to provide reasonable evidence that the problem resulted from a defect or lack of conformity existing at the time of delivery rather than:

• Ordinary wear and tear;
• Accidental damage;
• Misuse;
• Incorrect maintenance;
• Failure to follow instructions; or
• Unauthorised alteration.

The available remedy will depend on the product, the nature of the fault, its expected lifespan, and the circumstances.

23. Damaged Products

If a product arrives damaged, please contact us as soon as reasonably possible.

Provide:

• Your order number;
• Photographs of the damaged product;
• Photographs of the external packaging;
• Photographs of the internal packaging;
• A photograph of the delivery label; and
• A description of the damage.

Please retain the product and packaging until we have reviewed the issue and provided further instructions.

Where the product was damaged before delivery, we will provide an appropriate remedy in accordance with applicable law.

24. Incorrect Products

Contact us promptly if you receive:

• A product you did not order;
• The wrong size, colour, or model;
• An incorrect quantity;
• A product with an incorrect label; or
• A product materially different from your order confirmation.

Please provide photographs of:

• The product received;
• The product label;
• The packaging; and
• The delivery label.

After confirming the error, we will arrange an appropriate replacement or refund.

Reasonable return costs for an incorrectly supplied product will be covered by uurtmc.shop.

25. Missing or Incomplete Orders

An order may be divided into several parcels and delivered on different dates.

Before reporting a missing product, please:

• Review the dispatch confirmation;
• Check whether multiple tracking numbers were issued;
• Review any packing documentation;
• Check the complete packaging; and
• Allow separately dispatched parcels to arrive within the estimated delivery period.

If a product remains missing, contact us with your order number and details of the products received.

After investigating, we will arrange an appropriate replacement or refund.

26. Return Costs for Faulty or Incorrect Products

Where a product is faulty, damaged before delivery, incorrectly supplied, or not as described, uurtmc.shop will cover reasonable return costs where required by law.

Please contact us before paying for return postage.

We may:

• Provide a prepaid return label;
• Arrange collection;
• Provide another approved return method; or
• Reimburse reasonable postage after receiving a valid receipt.

Where a reasonable return option was available, we may not reimburse unnecessarily expensive postage purchased without prior agreement.

27. Proof of Purchase

We may request reasonable evidence that the product was purchased from uurtmc.shop.

Acceptable proof may include:

• An order confirmation;
• An order number;
• A payment receipt;
• A bank or card statement;
• The email address used for the order; or
• Other reasonable evidence of purchase.

The absence of a paper receipt does not automatically prevent a valid claim where the purchase can be established using other evidence.

28. Exchanges

Exchanges may be offered for eligible products where suitable replacement stock is available.

For change-of-mind exchanges, we may ask you to:

1. Return the original product for a refund; and
2. Place a new order for the preferred product.

This helps prevent the requested replacement from becoming unavailable while the return is in transit.

Where an exchange is required because we supplied a faulty or incorrect product, reasonable associated costs will be covered where required by law.

29. Sale and Promotional Products

Sale, clearance, discounted, and promotional products remain protected by applicable UK consumer law.

A product marked as final sale may be excluded from an additional voluntary return offer, but it may still qualify for:

• A statutory online cancellation;
• A refund where faulty;
• A repair or replacement;
• A price reduction; or
• Another legally required remedy.

A customer may not be entitled to a fault-based remedy for a defect that was clearly disclosed before purchase and formed the reason for the price reduction.

30. Gift Cards and Store Credit

Where offered, gift cards are generally not refundable for cash unless required by law.

Where an order paid using a gift card qualifies for a refund, the amount may be returned to:

• The original gift card;
• An equivalent store balance; or
• Another lawful method agreed with the customer.

Store credit will not be imposed instead of a monetary refund where you are legally entitled to receive money back.

31. Promotional Gifts

Where an order included a free promotional product, the promotional product may need to be returned if all qualifying products are returned following a change-of-mind cancellation.

If the promotional item is not returned, we may make a reasonable deduction reflecting its clearly disclosed value where permitted by law.

No deduction will be made where doing so would restrict a statutory remedy concerning faulty or misdescribed products.

32. Refused and Unclaimed Parcels

If a parcel is refused, unclaimed, or returned because of incorrect delivery information supplied by the customer, we will contact the customer after receiving and identifying it.

Depending on the circumstances, the customer may request:

• Redelivery;
• Cancellation; or
• A refund.

Reasonable redelivery or return costs may apply where the failed delivery was caused by the customer and such costs are permitted by law.

This section does not limit your rights where the delivery problem was caused by uurtmc.shop or its delivery provider.

33. Products Damaged After Delivery

A statutory remedy may not apply where a problem was caused by:

• Accidental damage after delivery;
• Misuse or abnormal use;
• Incorrect care or maintenance;
• Failure to follow clear instructions;
• Unauthorised alteration;
• Deliberate damage; or
• Ordinary wear and tear.

This exclusion applies only to the extent that the customer’s actions caused or materially contributed to the problem.

34. Fraudulent or Abusive Returns

We may investigate or refuse a voluntary return where there is reasonable evidence of:

• Return fraud;
• Product substitution;
• False claims;
• Deliberate damage;
• Returning a product not purchased from uurtmc.shop;
• Repeated misuse of the returns process; or
• Tampering with labels, products, or supporting evidence.

We may request reasonable identity, payment, or order verification.

This section will not be used to deny or discourage a legitimate statutory consumer claim.

35. Complaints

If you are dissatisfied with how a return or refund has been handled, contact:

info@uurtmc.shop

Please include:

• Your full name;
• Order number;
• A clear explanation of the issue;
• Relevant supporting information; and
• The outcome you are seeking.

We will review your complaint fairly and aim to respond within a reasonable period.

Nothing in this policy prevents you from contacting Citizens Advice, Trading Standards, a payment provider, an alternative dispute-resolution provider, a regulator, or a court.

36. Changes to This Policy

We may update this Return and Refund Policy to reflect changes to:

• Our products;
• Return procedures;
• Payment systems;
• Fulfilment arrangements;
• Business operations; or
• Applicable laws.

The latest version will be published on this page with an updated revision date.

Changes will not unfairly reduce rights relating to an order already placed.

37. Contact Us

For cancellation, return, refund, exchange, damaged-product, or faulty-product enquiries, contact:

uurtmc.shop
Email: info@uurtmc.shop
Phone: +44 7538 958820
Business Address: 31 Harvard Close, Lee-on-the-Solent, PO13 8FS, United Kingdom

Please include your order number when contacting us about an existing purchase.