Cancellation
&
Refund Policy
1. Order Cancellation
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Orders may be cancelled before shipment with no additional fees.
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Cancellation requests must be submitted via email to ✉ uanmatcha@gmail.com within 12 hours of placing your order.
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Once your cancellation request is approved, a full refund will be issued to your original payment method.
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Requests made after goods have shipped cannot be cancelled.
2. Return Policy
We take pride in the quality of our products. However, returns may be accepted under the following conditions:
Eligible for return if:
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Incorrect item was delivered (wrong product, color, or missing items).
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Damaged item upon arrival (not due to misuse, tampering, or modification).
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Failed delivery caused by courier mishandling.
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​Not eligible for return if:
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The order was placed through third-party retailers (please refer to their policies).
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Change of mind, preference, or taste.
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Products returned without proof of purchase.
3. Return Requirements
To qualify for a return, items must meet the following:
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Returned within 7 working days of receipt (based on courier tracking).
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Proof of purchase (invoice/order number) provided.
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Item in original condition with packaging intact, including any free gifts.
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Securely packed to prevent damage during return delivery.
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Customers are responsible for return shipping costs unless the return is due to our error (wrong or damaged item).
4. Refund Process
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Once the returned item is received and inspected, refunds will be issued to your original payment method.
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Refund timeline:
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Stripe payments (Visa/MasterCard, etc.): Refunds will be processed back to your card. Processing time may vary depending on your bank.
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Online bank transfer (if applicable): Refund will be credited within 3–5 working days.
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5. Policy Rights
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UAN Matcha reserves the right to reject any cancellation, return, or refund request that does not meet the conditions stated above.