Uluwia · Policies
Refund & Cancellation Policy
When an order can be cancelled, when a refund applies, and how it is paid.
Last updated 11 October 2026
Cancelling an order
- Before dispatch: you can cancel by contacting us on WhatsApp or at hello@uluwia.com with your order number. A prepaid order cancelled before dispatch is refunded in full to the original payment method.
- After dispatch: an order cannot be cancelled once it has been dispatched.
When we do not refund
We do not offer refunds, returns or exchanges:
- for a change of mind or personal preference;
- because the wrong size was selected;
- once an order has been delivered,
unless the item you received is defective or is not what you ordered.
Defective or incorrect items
Contact us within 48 hours of delivery with your order number and an uninterrupted parcel-opening video. The video must clearly show:
- the parcel in its original sealed condition;
- the parcel being opened, in one continuous take;
- the item received;
- the defect, or the incorrect item.
Claims without a clear, continuous opening video cannot be accepted.
Once ULUWIA has verified the issue, we arrange a replacement or a refund, depending on the circumstances.
How refunds are paid
An approved refund is sent to the original payment method. After we initiate it, banks and payment providers usually take 5–7 business days to show the amount in your account.
What is not a defect
- Small differences in colour caused by lighting, photography or your screen.
- Natural variation in fabric texture.
- Slight variation in the placement of stones or embellishment.
Related policies
Need help with an order?
Send us your order number and we will get back to you.