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UwU Market

Refund Policy

Exchange & Refund Policy

Made-to-Order Products

Most UwU Market products are made to order for each customer. Because production starts when you order, sales are final and we don’t offer refunds, except in these cases:

  • Defective, damaged or incorrect items (see below).
  • Eligible returns under the UwU Rewards member benefit (see below).
  • Customers in the EU, EEA and UK, who have a right to cancel (see below).
  • Other situations approved by our Support Team, or where the law requires a refund.

This applies to all items, including pre-orders and limited-time releases.

Size Exchanges

If you need a different size, you can request an exchange within 5 days of delivery. Contact our Support Team to open an exchange ticket.

  • Only one exchange is allowed per order.
  • You pay the cost of shipping the item back to UwU Market. UwU Rewards members in the U.S. get a free return label instead (see below).
  • After we receive your return, please allow up to 7 business days for processing. We’ll then create a new order in the size you asked for.
  • We don’t refund the original shipping charges. EU, EEA and UK customers have different rules (see below).

UwU Rewards Member Returns (U.S. Only)

Active UwU Rewards members in the United States get one free eligible domestic return per order.

  • Contact our Support Team within 5 days of delivery. Support will check eligibility and send you a prepaid return label.
  • Choose either a refund for the returned merchandise or a one-time exchange for merchandise of equal value.
  • When the return is marked as delivered to our warehouse, we’ll process your refund or create your replacement order.
  • We don’t refund original shipping, expedited shipping, Shipping Protection, membership fees or other non-merchandise charges.

For full membership details, see the UwU Rewards Membership Terms & FAQ: https://uwumarket.us/pages/uwu-rewards-membership-terms-amp-faq

UwU Rewards Membership Fees

Membership fees that have already been charged are non-refundable, unless the law requires otherwise. For how to cancel, see our Cancellation Policy: https://uwumarket.us/policies/subscription-policy

Defective, Damaged or Incorrect Items

If your item arrives defective, damaged or incorrect, contact us within 5 days of delivery. Include your order number, a description of the issue and photos. We’ll review the claim and offer a fix, such as a replacement, an exchange or a refund. We can’t accept claims submitted more than 5 days after delivery. EU, EEA and UK customers keep their statutory rights (see below).

Lost or Missing Packages

UwU Market isn’t responsible for packages that are lost or stolen after the carrier marks them as delivered. If your tracking says “delivered” but you don’t have the package, contact your local carrier to check for a delivery error or a held package. If you bought Shipping Protection, file a claim under its terms.

If your tracking stops updating and never shows a delivery, contact us within 30 days of the shipment date to file a lost-package claim. We can’t accept claims after 30 days, because carrier tracking may expire and we can’t verify it. This deadline keeps things fair for all customers and helps prevent fraudulent claims. EU, EEA and UK customers keep their statutory rights (see below).

Customers in the EU, EEA and UK: Your Right to Cancel

If you live in the EU, Norway, Iceland, Liechtenstein or the UK, you can cancel your order within 14 days of receiving it, without giving a reason. You can also cancel before delivery. This section overrides any conflicting terms above.

  • How to cancel: Contact our Support Team at Support@uwumarket.us with your order number. 
  • Returns: Send the items back within 14 days of canceling. You pay the cost of returning them.
  • Refunds: We’ll refund your payment, including standard shipping, within 14 days. We can wait until we receive the items or you send proof that you’ve shipped them.
  • Exceptions: Items made to your specifications or personalized for you, and unsealed hygiene items.
  • Your legal rights: This policy doesn’t affect your statutory rights for faulty items.
  • UwU Rewards: You can cancel your membership within 14 days of signing up. Canceling during your free trial means you’re never charged.