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Refund, Return & Exchange Policy

Universes

Effective Date: 16 December 2025
Last Updated: 16 December 2025

Policy Scope & Summary (Short Tagline)

This Refund, Return & Exchange Policy governs all purchases made from Universes, whether online or offline. All sales are final, except where return or exchange is expressly permitted under the conditions outlined below. This policy is designed to ensure transparency, fairness, and protection for both the customer and Universes.

Policy Coverage & Applicability

This policy applies to all purchases made through:

  • Official website (e-commerce orders)

  • Shopify store

  • Social media orders (Facebook, Instagram, WhatsApp, etc.)

  • Courier-based deliveries

  • Physical showroom / in-store purchases

Legal Acceptance & Binding Agreement

By placing an order, making payment, or accepting delivery from Universes, the customer confirms that they have read, understood, and agreed to be legally bound by this Refund, Return & Exchange Policy, along with all applicable Terms & Conditions and Privacy Policy.

Failure to read or understand this policy does not exempt the customer from compliance.

Mandatory Inspection Rule (Critical Clause)

Online & Courier Orders

  • Customers must inspect the product in front of the delivery rider at the time of delivery.

  • Any issue related to:

    • Size

    • Visible damage

    • Incorrect item

    • Manufacturing defect
      must be reported immediately before accepting the delivery.

⚠️ Once the delivery is accepted and the rider leaves, no return, exchange, or refund request will be entertained.

Return & Exchange Policy (Online Orders)

Eligible Conditions for Exchange (Only)

Universes allows exchange only, subject to the following conditions:

  • The issue is identified during inspection in front of the rider

  • The product is:

    • Incorrect size sent by Universes

    • Damaged upon delivery

    • Incorrect product delivered

    • Has a genuine manufacturing defect

Exchange Conditions

  • Product must be:

    • Unused, unworn, and unwashed

    • In original condition

    • With original tags, packaging, and invoice intact

  • Exchange requests must be approved by Universes Support Team

  • Exchange is subject to product availability

Refund Policy (Strict)

❌ No Refund Policy (General Rule)

  • Universes does NOT offer refunds after a successful purchase and delivery.

  • Refunds are not applicable for:

    • Change of mind

    • Size issues (if correct size was delivered)

    • Color variation (due to lighting/screen differences)

    • Personal preference or dissatisfaction

    • Delays caused by courier companies

✅ Refund Exceptions (Rare & Limited)

Refunds may be considered only if:

  • The product is damaged or defective

  • Wrong product or wrong size is delivered by Universes

  • Issue is reported during rider inspection

Refunds, if approved, will be processed via the original payment method within 7–14 working days, subject to verification.

Physical Showroom / In-Store Purchase Policy

  • No refund is allowed for any showroom or physical purchase.

  • No return is allowed after purchase.

  • Exchange may be allowed only at the discretion of Universes and within the same day of purchase, subject to:

    • Product condition

    • Availability

    • Management approval

Customer Responsibilities

Customers are responsible for:

  • Providing accurate delivery and contact information

  • Inspecting products at the time of delivery

  • Following proper care instructions

  • Communicating respectfully with Universes staff

Any abusive, fraudulent, or manipulative behavior may result in refusal of service.

Company Rights & Final Authority

  • Universes reserves the right to accept or reject any return, exchange, or refund request.

  • All decisions made by Universes management are final and binding.

  • Universes may update or modify this policy at any time without prior notice.

Contact & Support

For exchange approval or policy-related queries, please contact:

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@Universesraw.com. Please note that returns will need to be sent to the following address: House 35, Sonargao Jonopoth RD, Sector 7 Uttara , Dhaka 1230 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@Universesraw.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@Universesraw.com.