Refund policy
Last updated: August 24, 2026
At TheUmbrae, we want you to be satisfied with your purchase. If you receive a product that is damaged, defective, incorrect, or otherwise eligible for return under this policy, please contact us and we will review your request.
1. 14-Day Return Policy
We accept eligible return requests within 14 days of the date your order was delivered.
To be eligible for a return, the product should generally:
- Be unused and in its original condition.
- Be in its original packaging where reasonably possible.
- Include original accessories and components where applicable.
- Not have been damaged through misuse, improper handling, or normal wear and tear.
Certain products may have additional restrictions for hygiene, safety, customization, or other product-specific reasons.
Nothing in this policy is intended to limit any mandatory consumer rights or protections that apply to your purchase.
2. How to Request a Return
Before returning any product, contact us at:
Please provide:
- Your name
- Order number
- Product name
- Reason for the return
- Photos or videos where applicable
Do not send a product to a supplier, fulfillment provider, or other address unless TheUmbrae has specifically provided return instructions.
We will review your request and provide return instructions if your return is approved.
3. Damaged, Defective, or Incorrect Products
If your order arrives damaged, defective, incomplete, or contains the wrong product, contact us at theumbrae@gmail.com as soon as reasonably possible.
We may request photographs or videos of the product and packaging to help us investigate the issue.
Depending on the circumstances, we may provide:
- A replacement
- A refund
- A partial refund
- Another appropriate resolution
The resolution will depend on the circumstances and applicable law.
4. Change-of-Mind Returns
If you change your mind about your purchase, you may request a return within the 14-day return period, provided the product meets the eligibility requirements in this policy.
The product should generally be unused and in its original condition.
For change-of-mind returns, the customer is responsible for return shipping costs, unless otherwise required by applicable law or agreed by TheUmbrae.
5. Non-Returnable Products
Certain products may not be eligible for return where reasonably necessary because of:
- Hygiene considerations
- Safety considerations
- Customization
- Damage caused after delivery
- Misuse or improper handling
- Product-specific restrictions
Where applicable, any product-specific restrictions will be stated on the relevant product page.
Mandatory consumer rights are not affected by these exclusions.
6. Return Shipping
If your return is approved, we will provide instructions regarding where and how to return the product.
For change-of-mind returns, the customer is generally responsible for return shipping costs.
For products that arrive damaged, defective, or incorrect, TheUmbrae will review the circumstances and provide an appropriate resolution in accordance with this policy and applicable law.
Do not return an item without first contacting us and receiving return instructions.
7. Refunds
Once an approved return has been received and reviewed, we will determine whether the refund is eligible.
If approved, the refund will generally be issued to the original payment method used for the purchase.
The time required for the refund to appear in your account may depend on your bank or payment provider.
TheUmbrae is not responsible for delays caused by a customer's bank or payment provider after the refund has been processed.
8. Partial Refunds
In certain circumstances, a partial refund may be appropriate.
This may apply where:
- Only part of an order is affected.
- A product has minor damage that does not prevent normal use.
- The customer and TheUmbrae agree that a partial refund is an appropriate resolution.
Any applicable partial refund will be communicated before it is processed.
9. Order Cancellations
If you need to cancel an order, contact us as soon as possible at:
We currently accept cancellation requests within 15 minutes of placing an order, provided the order has not already entered processing.
Because orders may be sent for fulfillment shortly after purchase, we cannot guarantee cancellation after the 15-minute cancellation window or once processing or shipping has begun.
If an eligible cancellation is approved, the applicable refund will be processed to the original payment method.
10. Returns After an Order Has Shipped
Once an order has been shipped, cancellation may no longer be possible.
However, if the product is eligible for return, you may request a return within 14 days of delivery, subject to the conditions of this policy.
11. Lost or Damaged Packages
If your package appears to be lost, damaged, or incorrectly delivered, contact us at:
Please provide:
- Order number
- Delivery information
- Photos of the package or product where applicable
- Description of the issue
We may work with the relevant shipping or fulfillment provider to investigate the issue.
12. Exchanges and Replacements
Where appropriate, we may offer a replacement instead of a refund.
Replacement availability may depend on product availability.
13. Refund Processing
Once a refund has been approved, we will initiate the refund through the applicable payment method.
Depending on the payment provider and financial institution, it may take additional time for the refunded amount to appear in your account.
14. Contact Us
For questions about returns, refunds, replacements, or cancellations, please contact:
TheUmbrae
Email: theumbrae@gmail.com
Website: theumbrae.shop
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 theumbrae@gmail.com.