Refund policy

Return & Refund Policy (United Kingdom & United States)

Trading Name: Utyl Store

Legal Business Name: Domus Holdings LLC

Business Address:
911 E Atlantic Blvd, Suite 101
Pompano Beach, FL 33060
United States

This Return & Refund Policy applies to purchases made through Utyl Store, operated by Domus Holdings LLC. Different consumer protection rules may apply depending on the customer’s location. The sections below explain the policies applicable to customers in the United Kingdom and the United States.

Nothing in this policy limits any mandatory consumer rights available under applicable law.

Return & Refund Policy — United Kingdom

This section applies to customers located in the United Kingdom and is intended to comply with applicable UK consumer legislation, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Your statutory rights are not affected.

1) Change of Mind — 14-Day Cancellation Right

Customers purchasing eligible products online generally have the right to cancel their order within 14 days of receiving the product, without giving a reason.

This cancellation right does not apply to custom-made, made-to-measure, bespoke or personalised products. Please see Section 5 for further details.

How to cancel

To exercise your cancellation right, email contact@utyl.store within 14 days of delivery and include:

Your full name
Your order number
The product or products you wish to return
The reason for the return, if you wish to provide one

Returning products after cancellation

After notifying us of your decision to cancel, you must send the eligible product back within 14 days.

Please do not return a product before contacting us. We will provide the appropriate return address and instructions by email.

Return shipping costs

For eligible change-of-mind returns, the customer is responsible for the return shipping cost unless we agree otherwise in writing.

We recommend using a tracked delivery service and retaining proof of postage until the return has been completed.

Condition of returned products

You may inspect a product as you would in a physical shop. Returned products should be kept in their original condition and packaging where reasonably possible.

If a product has been handled beyond what is reasonably necessary to establish its nature, characteristics and functionality, we may reduce the refund to reflect any resulting loss in value, as permitted by law.

2) Faulty, Damaged, Incorrect or Not as Described Products

If a product is faulty, damaged, incorrect or not as described, you may have remedies under the Consumer Rights Act 2015.

Within 30 days: you may have the right to reject the product and request a refund.
After 30 days: you may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances and applicable law.

These rights also apply to bespoke, custom-made, made-to-measure and personalised products when they are faulty, damaged, incorrectly produced or not as described.

How to report an issue

Email contact@utyl.store and provide:

Your full name and order number
A clear description of the issue
Clear photographs or videos showing the problem
Photographs of the packaging, where relevant

We may ask for reasonable additional information to assess the issue and provide the appropriate resolution.

3) Refund Timing

For eligible change-of-mind cancellations, refunds will be issued within 14 days of receiving the returned product or receiving evidence that it has been sent back, whichever occurs first.

Refunds relating to faulty, damaged, incorrect or misdescribed products will be processed once the issue has been assessed and the appropriate remedy has been agreed.

After we issue a refund, your bank or payment provider may require additional time to credit the funds to your account.

4) Refund Method

Approved refunds will be issued to the original payment method used to place the order unless otherwise agreed or required by applicable law.

For eligible change-of-mind cancellations, any standard outbound delivery charge originally paid will also be refunded where required by law. Additional costs for a premium delivery service selected by the customer are not refundable beyond the cost of the least expensive standard delivery option offered.

5) Custom-Made and Personalised Products

Bespoke, custom-made, made-to-measure and personalised products are produced according to the customer’s selected specifications or approved measurements.

These products cannot normally be cancelled or returned because of a change of mind once production has begun.

This exception does not affect your rights if the product is faulty, damaged, incorrectly produced or does not match the specifications agreed with Utyl Store.

Customers are responsible for checking that all measurements, colours and specifications supplied or approved are correct before production begins.

6) Exchanges

We do not offer direct exchanges. If an eligible standard product is unsuitable, you may return it in accordance with the change-of-mind return conditions above and place a new order.

Custom-made, made-to-measure, bespoke and personalised products cannot be returned because of a change of mind. This does not affect your rights if a product is faulty, damaged, incorrectly produced or not as described.

Return & Refund Policy — United States

This section applies to customers located in the United States and is subject to applicable federal and state consumer protection laws.

1) 30-Day Return Window

Customers in the United States may request a return of an eligible standard product within 30 days of receiving the order.

Custom-made, made-to-order, made-to-measure, bespoke and personalised products are not eligible for change-of-mind returns. This does not affect claims involving faulty, damaged, incorrect or misdescribed products.

2) Eligibility for Standard Product Returns

To qualify for a change-of-mind return:

The return must be requested within 30 days of delivery
The product must be unused and in its original condition
The product should be returned with its original packaging where reasonably possible
Proof of purchase or a valid order number is required

3) How to Request a Return

Before sending a product back, contact our customer support team at contact@utyl.store and provide:

Your full name
Your order number
The product you wish to return
The reason for the return

Our team will provide the appropriate return address and return instructions. Please do not send a product to our business address unless our support team specifically instructs you to do so.

4) Return Shipping

For eligible change-of-mind returns, the customer is responsible for the return shipping cost unless we agree otherwise in writing.

If a product is confirmed to be faulty, damaged, incorrect or not as described, Utyl Store will provide an appropriate resolution and cover reasonable return shipping costs when a return is required.

We recommend using a tracked delivery service and retaining proof of postage until the return has been completed.

5) Refund Processing

Once an eligible returned product has been received and inspected, an approved refund will be issued to the original payment method.

Approved refunds are typically processed by us within 5–10 business days. Your bank or payment provider may require additional time to credit the funds to your account.

Original delivery charges are not refundable for change-of-mind returns unless required by applicable law.

6) Custom-Made and Non-Returnable Products

The following are not eligible for change-of-mind returns:

Custom-made, made-to-order, made-to-measure, bespoke or personalised products
Products showing signs of use beyond reasonable inspection
Products damaged through misuse, improper care or handling after delivery

These exclusions do not apply when a product is faulty, arrives damaged, is incorrectly supplied or does not match the agreed specifications.

7) Faulty, Damaged, Incorrect or Misdescribed Products

If a product arrives damaged, appears faulty, is incorrect or does not match its description, please contact us as soon as reasonably possible at contact@utyl.store.

To help us resolve the issue promptly, please provide:

Your full name and order number
A description of the issue
Clear photographs or videos of the product
Photographs of the packaging, where relevant

Depending on the circumstances and applicable law, the resolution may include replacement, repair, partial refund or full refund.

8) Contact Us

If you have any questions about a return, exchange or refund, please contact:

Utyl Store
Operated by Domus Holdings LLC
911 E Atlantic Blvd, Suite 101
Pompano Beach, FL 33060
United States
Email: contact@utyl.store