Refund policy

Return & Refund Policy (UK & United States)

Company: Utyl Store

This Return & Refund Policy applies to purchases made through Utyl Store (the “Store”). Different consumer protection rules apply depending on the jurisdiction of the customer. The sections below explain the policies applicable to customers in the United Kingdom and the United States.

Return & Refund Policy (United Kingdom)

This section applies to customers located in the United Kingdom and is intended to comply with UK consumer law, 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 (online purchases) — 14-day cancellation right

If you are a UK consumer buying online, you generally have the right to cancel your order within 14 days of the day you receive your item(s), without giving a reason (the “cooling-off period”), unless an exception applies (see Section 4).

How to cancel

To cancel, email us at contact@utyl.store within 14 days of delivery and include:

Your order number
The item(s) you want to return
The reason (optional, but helpful)

Returning the item(s) after cancellation

After you tell us you want to cancel, you must send the item(s) back within 14 days. We will provide the return instructions and return address by email after we receive your cancellation request.

Refund timing

If you cancel within the cooling-off period, we will refund you within 14 days of receiving the returned item(s), or within 14 days of you providing evidence that the item(s) have been sent back (whichever is earlier).

What we refund (change-of-mind returns)

Item price: refunded in full for eligible returns.
Standard outbound delivery: refunded. If you chose a premium or express delivery option, we only refund up to the cost of the cheapest standard delivery option offered at checkout.

Return shipping costs (change-of-mind returns)

Unless we state otherwise in writing, you are responsible for the cost of returning the item(s) when you change your mind.

Condition of returned items

You may open and inspect items as you would in a shop. If the item is returned with signs of use beyond what is necessary to inspect it, we may reduce your refund to reflect any loss in value.

2) Faulty, damaged, or not as described

If your item is faulty, damaged, or not as described, you have rights under the Consumer Rights Act 2015.

Within 30 days: you may be entitled to a full refund.
After 30 days: you may be entitled to repair, replacement, or refund.

How to report an issue

Email contact@utyl.store with:

Your order number
Description of the issue
Photos or videos of the problem

3) Refund method

Refunds are issued to the original payment method used at checkout.

4) Exceptions

Custom-made or personalised items
Sealed hygiene products once opened
Perishable goods
Digital products once accessed

5) Exchanges

Exchanges may be available depending on stock availability. Please contact us before returning items.

6) International orders

Local consumer laws may vary. This policy reflects UK consumer protection where applicable.

Return & Refund Policy (United States)

This section applies to customers located in the United States and is governed by applicable federal and state consumer protection laws, including guidance from the Federal Trade Commission (FTC).

1) Return window

Customers in the United States may request a return within 30 days of receiving their order, unless the item falls under the exceptions listed below.

2) Eligibility for returns

To qualify for a return:

The item must be unused and in its original condition
The item must be returned with original packaging where possible
Proof of purchase or order number is required

3) How to request a return

To request a return, please contact our support team at contact@utyl.store and include:

Your order number
The item you wish to return
Reason for return

Our team will provide instructions and the appropriate return address.

4) Return shipping

Unless the item is defective or incorrect, customers are responsible for return shipping costs.

If the product arrives damaged or incorrect, we will cover reasonable return shipping costs.

5) Refund processing

Once the returned item has been received and inspected, refunds will be issued to the original payment method.

Refunds are typically processed within 5–10 business days depending on your payment provider.

6) Non-returnable items

Custom or made-to-order products
Items showing signs of excessive use
Products damaged due to misuse
Items returned without prior authorization

7) Damaged or defective items

If your item arrives damaged or defective, please contact us within 48 hours of delivery with photos so we can resolve the issue promptly.

8) Contact

If you have any questions regarding returns or refunds, please contact:

Utyl Store
Email: contact@utyl.store