Return/Refunds Policy
Overview
Thank you for shopping at UFO & Company. We appreciate the fact that you like to buy the stuff we offer. We also want to make sure you have a rewarding experience while you’re exploring, evaluating, and purchasing our products.
As with any shopping experience, there are terms and conditions that apply to transactions at UFO & Company.
Shipping
We use a combination of Third Party Courier Partners. Rates will vary across different carriers depending on size and weight of your total order.
For any order above ₹899, we offer Free Shipping.
*Some oversized items, including large playhouses, riding toys or pools may have additional shipping costs. Please CALL us when you are wanting to buy a large or oversized item.**
One Business Day Processing on Most In-Stock Items.
We know you want your order fast. That’s why we strive to ship most orders stocked in our warehouse within one business day. Sometimes an item that is “in stock” is located at our second retail location. If this is the case, it can take 2-3 business days for that item to be transferred over for us. Please keep this in mind if your order is taking a little longer than usual to ship. If you are needing your order by a specific day (Holiday time excluded) please feel free to contact us and we will fast track the order processing.
Because we care about our customers, we take extra steps with our larger orders. If you place an order over ₹2,999, or are shipping to a secondary location we will most likely be calling to confirm some details of your order. We may also hold larger orders for an extra couple of days. This is to prevent fraudulent orders from being shipped out. Please do not be angry with us; it’s because we care.
Order Processing and Shipping
We’ve worked to create a fast, efficient and fair system for order processing and shipping. We know you want your order quickly, at the lowest possible cost. When you choose your shipping method during checkout, we’ll estimate the delivery date for you. We base the date range we give you on the estimated processing time (we call it the “Availability” time on the product page) and the shipping method you choose.
These shipping times are just estimates, once an order leaves our warehouse, shipping speed is no longer under our control. Most orders will arrive within their estimated window; however, it may take an extra couple of travel days with the shipping company. This is especially true at the holidays.
We at UFO & Company commit ourselves to serving our customers with the best products. Every single product that you choose is thoroughly inspected, checked for defects and packaged with utmost care. We do this to ensure that You fall in love with our products.
Sadly, there are times when we may not have the products) that you choose in stock, or may face some issues with our inventory and quality check. In such cases, we may have to cancel our order. You will be intimated about it in advance so that you don’t have to worry unnecessarily about your order.
In such a case, Your payment will be refunded automatically to the source account.
Holiday Shipping
Due to increased shipping during the holidays, the Delivery Partners are seeing delays in delivery times. Please keep this delay in mind and try to place order prior holiday season. Please also, understand that we will still fulfil your orders, they just may reach you after the Holiday.
Damaged & Missing Shipments
Damaged Items
If an item arrives to you damaged and you wish a replacement please contact us. We will ship out another with a return label for the defective item. If we are unable to locate a replacement we will let you know what the options are.
Missing Items
Once an order has left our store we are no longer responsible for it. On very rare occasions your order will get lost in transportation. If this should happen we are unable to process replacement or refunds until you have filed a missing shipment claim with the shipping company. They will then send us the necessary paperwork to verify shipping details. Once that happens then we are able to proceed.
Returns
We carry out thorough quality check before processing the ordered item. We take utmost care while packing the product. At the same time we ensure that the packing is good such that the items won’t get damaged during transit. Please note that UFO & Company is not liable for damages that are caused to the items during transit or transportation.
We follow certain policies to ensure transparency, efficiency and quality customer care:
UFO & Company’s returns and exchange policy gives you an option to return or exchange items purchased on UFO & Company for any reason within the specified return/exchange period of 7 days.
We only ask that you don’t use the product and preserve its original condition, tags, invoice and packaging. Please take adequate measures to preserve the condition of the products.
To raise a Return Request, kindly raise a query via mail on: returns@ufoandcompany.com
You are required to provide us with:
- Pictures/video of the product and its original packaging
- and, Order Invoice received with the package
Once we receive your email, with the required details, our team will process your query, check your eligibility, and will get back to you via email/phone.
In case you’re ineligible for a return, we will notify you of the ineligibility of your request.
If you’re eligible for replacement/refund our team will get in touch with you (via mail/call), and we will arrange a reverse pickup for the package.
Kindly pack the product in the original package with the bill.
The return pickup can be scheduled in 2 ways:
- Pick up: In most locations, we offer a free pick up service. You will receive an email from us regarding the further process once you raise a return request
- Self-Ship: If we don’t offer a pick up at your location. You have to ship the product to our provided warehouse address. In such cases, we will credit the shipping costs in the form of UFO & Company credits provided the product meets the return policy and you have shared scan copy of the courier receipt with us.
During Pick Up, our delivery agent may do a quality check on the return. Once we receive the product in its original package, a refund/replacement will be initiated after the product has passed a quality check.
If the picked up product does not pass the quality check, we shall ship it back to you.
a. All items to be returned or exchanged must be unused and in their original condition with all original tags and packaging intact (for e.g. Remote control car must be packed in the original car box and then the shipping box).
b. If you choose to replace the item purchased by you on UFO & Company within the specified exchange period, you can only replace it with the same item or the same item with a different color.
However all replacements are subject to stock availability and subject to your address being serviceable for an exchange.
c. UFO & Company shall reserve the right to restrict exchange of the items purchased on UFO & Company if customer in any way breaches or misuse this policy, as determined in UFO & Company sole discretion.In case you have purchased an item which has a free gift/offer associated with it and you wish to return the main item, then you will have to return the free product as well.
d. UFO & Company will not be liable for the products returned by mistake. In circumstances where an extra or a different product is returned by mistake, UFO & Company would not be accountable for misplacement or replacement of the product and is not responsible for its delivery back to the User
e. If you self-ship your returns, kindly pack the items securely to prevent any loss or damage during transit. For all self-shipped returns, we recommend you use a reliable courier service.
f. If you self-ship your returns, your shipping costs would be reimbursed as ufo & company credit points – subject to your return having met our Returns and Exchange Policy and the image of the courier receipt is shared by you and validated by us.
g. For any returns/replacement, the refund for returned products will only be initiated if they pass through a quality check conducted at the warehouse. If the quality check fails the product will be reshipped back to you, and we have full discretion to cancel your return request.
Replacement (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your replacement.
If you are approved, then your replacement will be processed, and a new product will automatically be shipped to you on your provided address (which should take another 3-5 business days to process depending on the product availability).
Sale items (if applicable)
Some sale items are not able to be replaced. If you have any questions or concerns about sale items, please contact us at : support@ufoandcompany.com
Missing or Broken Pieces (if applicable)
We ship out items that are received directly from the manufacturer, which we understand to be complete. Occasionally an item will make it to our store with a missing or broken piece(s). If you receive one of these items please check with us about replacement of missing or broken pieces. Feel free to contact us for assistance.
Return Shipping
If your replacement request is approved, we will arrange a reverse pickup for the order for a hassle free experience to you.
Your Consent
By using our platform, registering an account, or making a purchase, you hereby consent to our Return & Refund Policy and agree to
its terms.
Changes To Our Return & Refund Policy
Should we update, amend or make any changes to this document so that they accurately reflect our Service and policies. Unless otherwise required by law, those changes will be prominently posted here. Then, if you continue to use the Service, you will be bound
by the updated Return & Refund Policy. If you do not want to agree to this or any updated Return & Refund Policy, you can deactivate your account.
Contact Us
If, for any reason, You are not completely satisfied with any good or service that we provide, don’t hesitate to contact us and we will discuss an of the issues you are going through with our product.