Overview

• You have 30 days from receiving your item to request a return.
• Returns/exchanges must be requested through the returns portal (here).
• Keep your order number handy – you’ll find it in your confirmation email.
• If you are EU customer, you have the right to withdraw your order within 14 days of recieving your items.

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Return Eligibility

To qualify for a return, items must be:

• Unworn and unused

• In original condition

• With all tags attached

• In the original packaging

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How to Return an Item

1) Go to the returns portal (here)

2) Enter your order number and email

3) Follow the instructions to generate your return

4) If approved:

• You’ll receive a return shipping label

• Instructions on how and where to send your parcel

For help, contact: web@universalworks.co.uk

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Damaged or Incorrect Items

Please check your order when it arrives.

• If your item is:

• Damaged 

• Defective

• Incorrect 

Contact us immediately so we can resolve the issue.

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Non-Returnable Items

The following items cannot be returned:

• Underwear

• Custom or personalised products

• Personal care/beauty items

If unsure, please contact us before returning.

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Exchanges

• Enter the portal (here) where you can exchange your item for a different size.

Or alternatively:

• Return your item first

• Once accepted, place a new order for the replacement item

• This is the fastest way to get what you want

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Refunds

• You’ll be notified once your return is received and inspected 

• If approved: 

1. Refunds are issued to your original payment method 
2. Processing time: up to 10 business days
3. If it’s been more than 15 business days, contact us.

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Return Conditions (Important)

• Items must be returned unworn and in original packaging

• Include all labels and tags

• Footwear must: 

1. Be returned with original box, paper, and inserts 
2. Not have labels stuck directly on the shoe box

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Free UK Returns 

• Returns are free within the UK

• Use the returns portal to:

1. Generate a QR code or printable label
2. Choose from multiple courier options
3. Find your nearest drop-off point

No paperwork or customer service contact needed.

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Kvatt Reusable Packaging (UK Only)

If you selected Kvatt packaging:

Returning an Order

• Use the portal here and submit your return, use the generated QR code for your label.

• Send items back in the Kvatt packaging

• DO NOT USE THE PACKAGED LABEL TO RETURN PRODUCTS. THIS IS TO RETURN THE PACKAGING BACK TO KVATT.

Exchanges

• Return products in Kvatt packaging using the portal. Your replacement item will arrive in Kvatt packaging

Keeping Your Order?

• Use the pre-paid Kvatt label included

• Return empty packaging only via a postbox back to Kvatt

Do NOT send clothing or other items to Kvatt (using included label).

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International Returns 

• Use the returns portal for all international returns (here)

Refunds

• Return shipping cost will be deducted from your refund 

Exchanges

• You pay for return shipping 

• Replacement item is shipped free of charge

• Labels can be created via:

1) QR code

2) Printable label

• No paperwork or courier arrangements required

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Your Rights

• This policy does not affect your statutory rights.

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European Union 14 day cooling off period

Not with standing the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.