If your items are damaged or received faulty goods, simply email our customer support team at  contact@ustoree.com. You'll have 14 days to contact us, after receiving the products. Please include the email address associated with the order and describe the issue, including photos and videos.

We always aim to respond in 2 business days or less!

The following terms are applicable for any products that you purchase with us.

Your Order Change/Cancellation Rights

Once an order is placed, we will not be able to cancel or change it if it has already been processed, after 2 hours. Each order remains in a processing state for 2 hours until it is transmitted to our operational facility for immediate fulfillment.

If you reach out and we tell you it is processed, the order cannot be canceled/changed.

To exercise Your right of cancellation, You must inform us of your decision using a clear statement. You can inform us of your decision by:

• By email: contact@ustoree.com

Conditions for Refunds & Returns

For the goods to be eligible for a refund (if applicable), please make sure that:

• The goods were purchased in the last 14 days.
• Your product must be in the original packaging, unused, and with tags. 
• To initiate your return, contact our Customer Support Team by email:  contact@ustoree.com.
• If you received Free Shipping in your purchase, you will be responsible for paying the shipping fee associated with sending your order back to our headquarters. Shipping costs are non-refundable.
• You may want to consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned product.

The following Goods cannot be returned:

• The supply of goods made to your specifications or personalized.
• The supply of goods which according to their nature are not suitable to be returned, deteriorate rapidly, or where the date of expiry is over.
• The supply of goods that are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
• The supply of goods which are, after delivery, according to their nature, inseparably mixed with other items.
• The supply of goods that are in promotion or discount. Only regular-priced goods may be refunded. Unfortunately, goods on sale cannot be refunded.
• We reserve the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion.
• We cannot be held responsible for goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the goods or proof of received return delivery.
• You are responsible for the cost and risk of returning the goods to us.  

Conditions for Exchanges (If applicable)

If the consumer wants to exchange an item for a different size, color, model, and other options (except those that are defective or broken), it will be necessary to return the product, if applicable as mentioned in our policy previously, and purchase the new item. 

A video must be sent to the Customer Support Team to support your claim.

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

Please contact our Customer Support Team within 2 hours of ordering if you believe you have provided us with an incorrect shipping address. We do our best to speed up our processing times, so there is always a small window to correct an incorrect shipping address. 

If you do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary to contact us.

The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, our clients need to pick up the package by themselves.

If you have any further questions on how to do this please reach out to our Customer Support Team.