Refund policy
Right of withdrawal
In accordance with the applicable regulations, where the right of withdrawal applies, you have a period of 14 days from receipt of your order to notify us of your decision to withdraw, without having to give a reason.
You can exercise this right directly from your customer account via the withdrawal form provided, or by contacting our customer service at the following address:
A confirmation of your request will be sent to you by email.
Return conditions
If you exercise the right of withdrawal, the products must be returned within 14 days of notifying your decision.
To be accepted, a product must be:
- unopened;
- unused;
- in its original packaging;
- in perfect condition, allowing it to be resold.
Any return must be authorised in advance by our customer service.
Food products
In accordance with Article L221-28 of the French Consumer Code, the right of withdrawal cannot be exercised for food products that have been opened, unsealed or used, where these products cannot be returned for reasons of hygiene or health protection.
Consequently, opened, unsealed or used UBE TIME pouches and capsules cannot be returned or refunded.
This limitation does not apply in the case of a defective product, a non-compliant product or an order preparation error.
Return costs
Except in the event of an error on our part or a defective product, return costs are borne by the customer.
We recommend using a tracked shipment, as Ube Time cannot be held responsible for a parcel lost during its return.
Refund
After receiving and checking the returned products, we will inform you by email whether the refund is accepted or refused.
If accepted, the refund will be made to the payment method used when placing the order, within 14 days at the latest, in accordance with the applicable regulations.
Where the right of withdrawal applies, the refund includes the amount of the returned products as well as the costs corresponding to the standard delivery method offered at the time of the order. Any additional costs linked to choosing a more expensive delivery method remain the customer's responsibility.
Defective products or order error
If you receive a damaged or defective product, or one that does not match your order, please contact us as soon as possible at contact@ube-time.com, attaching photos of the product concerned if possible.
We will quickly offer you a suitable solution: replacement, refund or any other appropriate solution.
Contact us
For any question about your order, a delivery or a return, our team is at your disposal.
Email: contact@ube-time.com
We are committed to replying to you as soon as possible.