Refund Policy

1. Overview

This Refund Policy explains when and how you can get a refund for preorders placed with Uriel Luxe Imports. It applies to all batch preorders unless a specific batch states otherwise. Statutory rights under applicable law are not affected.

2. Cancellations Before Batch Closing

You may cancel your preorder at any time before the batch closing date. Refunds requested before the batch closes are issued in full, with no cancellation fee.

To cancel, contact us with your tracking ID before the published closing date of your batch.

3. Cancellations After Batch Closing

Once a batch closes, your order is placed with our suppliers in China and freight costs are incurred. If you cancel after closing, we will refund the preorder amount minus the freight and processing costs already committed to your shipment.

The deduction reflects the non-recoverable shipping cost allocated to your slot and will be confirmed to you before the refund is processed.

4. Lost or Damaged Parcels

If your parcel is confirmed lost in transit, you may choose either a full refund of the preorder amount or a replacement/credit, in line with the batch's compensation policy.

If your parcel arrives damaged, please contact us within 7 days of delivery with your tracking ID and photos of the damage so we can assess a resolution.

5. Delayed Deliveries

Lead times are estimates, not guarantees. Delays caused by customs, carriers, weather or events beyond our reasonable control do not automatically qualify for a refund.

If a shipment is delayed beyond a reasonable period and we are unable to complete delivery, we will offer a refund or a replacement at your choice.

6. Customs and Restricted Goods

Refunds are not available where goods are refused by customs, seized, or found to be restricted items that the customer failed to declare. In these cases, we are not liable for the loss and may charge any storage or return freight costs.

7. How Refunds Are Processed

Approved refunds are issued to the original payment method within 7–14 business days of approval. Depending on your bank or payment provider, it may take a few additional days for the amount to appear in your account.

Refunds are processed only after we confirm your identity using your tracking ID and proof of purchase.

8. Non-Refundable Items

Customs duties, taxes and fees paid to authorities on your behalf are generally non-refundable once paid. Any service fees clearly stated at checkout are non-refundable unless a preorder is cancelled before the batch closes.

9. Contact

To request a refund or ask a question about this policy, contact us with your tracking ID at hello@urielsluxe.com or +233 558 361 536 / +233 200 496 234, or by writing to us in Accra, Ghana.