Returns & Refunds

Returns Process

• If there is a fault with your item please contact us at hello@ukiyosense.com as soon as your product has arrived. Contacting us straight away allows us to validate that there is a fault with the item that has not occurred through usage. Please contact us within 14 days to alert us of any potential faults. We will then supply the labels to send your item to for us to assess any potential faults before confirming a replacement or refund. If a product arrived damaged you have to provide photographic proof of the damage so we can assess and assist you with a replacement.

• As long as your Ukiyo Sense product has not been used, we will issue a replacement or refund once the item has been received and checked.  Consumable products (like teas) can only be returned if completely sealed and unutilized.

• If you return items for reasons other than defects in the goods, or incomplete, or incorrect delivery - your item can not show any signs of usage (due to hygiene reasons) and needs to reach us in fully saleable condition. This means that all packaging must also remain intact and in fully saleable condition. Please do not affix any stickers to the packaging. We will not be able to issue a refund of exchange if any packaging is missing or is returned to us in unsaleable condition.
  
  
• You will be required to arrange for the return of the items to us. Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods in the unlikely event that we do not receive the returned parcel. We accept returns for items up to 14 days after delivery - If we receive a cancellation request before dispatch, then we will do our very best to cancel the order and issue a full refund. 

• If any Ukiyo Sense product(s) arrive damaged then we will replace them free of charge. In the case that the damaged product(s) needs to be returned, Ukiyo Sense will pay for and arrange the postage.

• The infusers can not show any signs of usage, as this will not allow us to resell the product (if there is no fault). If we feel that the product has been used in any way, we will not be able to issue a refund.

• If you require a refund for a defect or faulty item we will refund the price paid by you for the goods within fourteen (14) days of receiving your returned goods, provided that you have returned the goods to us at our distribution centre within 14 days of delivery to you or your notifying us of cancellation.

• If you cancel your order but do not return such goods to us within 14 days of notifying us of cancellation, we shall be entitled to withhold payment of any refund. 

• Please Note: We will not provide a refund for faults if the item shows signs of unreasonable use and against our safety guidelines. In such circumstances, we will notify you that you may be offered a reduced refund amount or you can choose to arrange for such goods to be returned to you within 28 days of our notification.

• We will not accept returns or offer any refunds or replacements if you have purchased a Ukiyo Sense product from a third-party Seller. 

• If you have availed of a promotion like a discounted of free item, and you wish to return one of more items, we will refund first the items with the lowest purchased prices (free items first, then discounted items and then full price items). Example: if you have availed of the promotion Buy 2 and get 3rd item free, in case you would like to return 2 items (without any defect), we can only refund one item as the 3rd one was obtained free of charge.