Thank you for shopping at UTLTY
If you are not entirely satisfied with your purchase, we’re here to help!
Returns
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If you’re looking to return or exchange your order for whatever reason, we’re here to help! We offer free returns within 30 days of purchase. You can return your product for store credit, a different product, or a refund to the original payment method.
Please note the following exceptions to our return and refund policy:
- Returned items must have tags still on and be returned in original product packaging.
- Returned items must have no visible signs of wear or use.
To initiate a return, please complete the following steps:
- Reply to your order confirmation email to request which products you would like to return.
- Print the prepaid return shipping label that you will receive by email.
- Send all items back to us using the label provided.
For all Order Return inquiries, please email support@utlty.com.
Order Changes and Cancellation
Upon purchase, we’ll give you 24 hours to cancel or make any changes (sale items are not subject to the option of canceling). Any time beyond that, your order will already be processed and being prepared for shipping, therefore after 24 hrs order changes or cancellations cannot be made.
Damaged/Missing Items
If for some reason your order arrived damaged or contained missing items, we will be happy to provide you with a replacement ASAP. Please contact our support team to make the Damaged/Missing Item Claim. When you email us be sure to put Damaged/Missing Item Claim in the subject email so we can tend to this ASAP!
Sample Scenarios
"My tracking information says delivered but I haven't received it yet." If we’ve confirmed with the post office and shipping carrier that the item has been delivered with a specific date, time and location. We are not responsible for missing items upon delivery.
If our shipping carrier or post office cannot confirm the item was delivered. You need to contact us and report it, we will then make the arrangements to send you another one or refund ASAP.
If the package was delivered to the exact same address the buyer provided us with and it was the wrong address entered by mistake, we won’t be able to be held responsible for that mistake. However we always like to take care of our customers, so if this mistake was to happen on your behalf we will work with you to ensure you still get your item at a discounted rate! However this is at our customer support team's discretion, so please double-check the shipping address whenever you are inserting your information at checkout. If you feel you have made an address error CONTACT US IMMEDIATELY so we can get it taken care of prior to processing the order.
Don't hesitate to contact us anytime, we provide some of the best customer service an online store can provide! We also pride ourselves in our professionalism and fast response times with our 24/7/365 email support!
Refunds
Once we receive your item(s) in the condition and manner stated above, we will process your refund immediately and notify you at that time. We will only initiate a refund to the same payment method used to make your purchase. Once the credit is processed, it will generally reflect in your payment account within 5- 7 Business days, depending on your card issuer’s policies.
Shipping
You will be responsible for paying for your own shipping cost for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. If you bought the item on a free shipping promotion you are still subject to cover the necessary shipping on the item.
Sale Items
Only regular-priced items may be refunded, unfortunately, sale items cannot be refunded or canceled. If you have any questions please don't hesitate to contact us at support@utlty.com.