Refund policy

Welcome to Exotic Universe Online Store!

We strive to provide you with the best shopping experience possible. However, we understand that there might be instances when you need to return a product. Our return policy is designed to make this process as smooth and straightforward as possible. Please take a moment to familiarize yourself with our policy below.

1. Eligibility for Returns:

  • We accept returns within 30 days from the date of purchase.
  • To be eligible for a return, the item must be in its original condition, unused, and in the original packaging.
  • Certain products such as perishable goods, personalized items, and digital downloads are exempt from being returned unless they arrive damaged or defective.

2. Initiation of Return:

  • To initiate a return, please contact our customer support team through our Instagram account (@exoverse.ae) or by emailing them at (exoverse.st@gmail.com)  within the 30-day return window.
  • Provide your order number, a brief description of the reason for the return, and any relevant photographs if the item arrived damaged or defective.

3. Return Process:

  • Once your return request is approved, you will receive instructions on how to proceed.
  • Pack the item securely in the original packaging to prevent damage during transit.
  • Ship the package to the address provided by our customer support team. You are responsible for return shipping costs unless the return is due to our error (e.g., wrong item shipped, item arrived damaged or defective).

4. Inspection and Refund:

  • Once we receive the returned item, our team will inspect it to ensure it meets the return eligibility criteria.
  • If the item is approved, we will process your refund using the same payment method used for the original purchase. Please allow [X] business days for the refund to reflect in your account.
  • Refunds will include the cost of the returned product, excluding any original shipping charges.

5. Exchanges:

  • If you wish to exchange an item for a different size, color, or a similar product, please contact our customer support team to arrange the exchange. Any price difference between the items will be handled accordingly.

6. Damaged or Defective Items:

  • If you receive a damaged or defective item, please contact us within 7 days of receiving the product. Provide photographs that clearly show the damage or defect.
  • We will replace the item at no additional cost or issue a full refund, including shipping charges.

7. Non-Returnable Items:

  • Certain items, as mentioned earlier, are non-returnable unless they arrive damaged or defective.

8. Cancellation Policy:

  • If you wish to cancel an order, please do so within 24 hours of placing the order. After this time frame, we might not be able to cancel the order as it could have already been processed and shipped.

Please note that our return policy is subject to change, and the version posted on our website at the time of your purchase will apply. If you have any questions or concerns regarding our return policy, feel free to contact our customer support team for assistance.

Thank you for shopping with us. We value your trust and look forward to serving you again in the future!