Refund policy

Refund Policy

At UDO, we craft each piece with intention and care. We want you to be completely satisfied with your energy jewelry. This policy outlines the terms for returns and refunds.

1. Return Eligibility

To be eligible for a return, your item must be unused, unworn, and in the same pristine condition you received it. It must also be in the original packaging, including any gift boxes, pouches, and accompanying materials (e.g., Energy Cipher Card). You’ll also need the receipt or proof of purchase.

• Return Window: You have 30 days from the date you receive your item to initiate a return.

• Non-Returnable Items:

  • All custom-made and personalized items, including the entire “Cloud Core” series and any items with engraving. 

  • Any item not in its original condition, damaged, or with signs of wear.

  • Items purchased during a final sale or special promotion.

  • Gift cards.

2. Return Process

1. Contact Us: To start a return, please email us at ejoinscm@gmail.com with your order number and reason for return.

2. Return Authorization: If your return is approved, we will provide you with a Return Authorization and instructions on where to send your package.

3. Ship the Item: You are responsible for the cost of return shipping unless the return is due to our error (see Section 3). We recommend using a trackable shipping service and purchasing shipping insurance. UDO is not responsible for items lost or damaged in return transit.

4. Refund Processing: Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original method of payment within 7-10 business days. Please note that original shipping charges are non-refundable.

3. Defective or Incorrect Items

If you receive a defective item, an incorrect item, or your order is missing pieces, please contact us within 48 hours of delivery at ejoinscm@gmail.com. Please provide your order number and photos or videos clearly showing the issue.

If the return is a result of our error, we will cover the cost of return shipping and provide a prepaid return label. You may choose between a full refund or a replacement （subject to availability）.

4. Special Rights for EU/EEA Consumers

If you are a consumer located in the European Union or European Economic Area (EEA), you benefit from mandatory rights under EU law.

• 14-Day Right of Withdrawal: You have the right to withdraw from your purchase contract for any reason within 14 calendar days from the day you receive the goods.

• How to Exercise This Right: To exercise your right of withdrawal, you must inform us of your decision by sending a clear statement (e.g., an email to ejoinscm@gmail.com) before the 14-day period has ended.

• Refund: We will refund all payments received from you, including standard delivery costs, without undue delay and no later than 14 days after we are informed of your decision. Please note that you are responsible for the direct cost of returning the goods unless they are defective or we have agreed otherwise.

This special right is a statutory guarantee for EU consumers and applies in addition to our standard 30-day return policy.

5. Exchanges

We currently only offer exchanges for the same item if it is defective or if we sent an incorrect item. If you need an exchange, please follow the process outlined in Section 3.

6. Gifts

If the item was marked as a gift when purchased and shipped directly to you, the refund will be issued in the form of a UDO store credit to the original purchaser.

7. Contact Us

For any questions regarding returns or refunds, please contact us at:

• Email: ejoinscm@gmail.com