Return & Refund Policy

At Uwvently, we want the return process to be clear, practical, and easy to understand.

This Return & Refund Policy applies to eligible purchases made through uwvently.com.

1. 30-Day Return Period

Eligible products may be requested for return within 30 days after confirmed delivery. 

Before sending any item back, please contact our customer support team:

Email: service@uwvently.com

Our team will review your request, determine whether the product qualifies for return, and provide the appropriate instructions and return address.

Please do not send a product back before receiving return instructions. Unauthorized returns or products sent to an incorrect address may be delayed or may not be processed.

2. Return Conditions

Unless an item arrived damaged, defective, incorrect, incomplete, or otherwise qualifies for a remedy under applicable law, products returned for preference-based reasons should generally be:

• Unused or in like-new condition
• Free from damage caused after delivery
• Unmodified
• Returned with all original components
• Returned with any included accessories
• Returned with lids, straws, saucers, or other components originally supplied
• Returned with product instructions or inserts where included
• Placed in the original protective packaging where reasonably possible

We may require proof of purchase, such as an order number or order confirmation.

Because ceramic mugs and cups may include sculptural handles, raised floral decorations, lids, saucers, straws, or other fragile components, returned products should be packed securely to help prevent damage during transportation.

Returned products may be inspected before a refund is approved.

3. Opened or Used Products

Opening a product does not automatically make it ineligible for return.

Where permitted by applicable law, preference-based returns involving opened or used products may be inspected before approval.

Returned items should not show evidence of:

• Excessive use
• Misuse
• Customer-caused chips, cracks, scratches, stains, breakage, or other damage
• Unauthorized repairs
• Alterations or modifications
• Missing accessories or components
• Damage resulting from improper cleaning, storage, handling, or use

Where customer handling beyond what is reasonably necessary to inspect or evaluate a product results in a material loss of value, an appropriate deduction may be made where permitted by applicable law.

4. Items That May Not Be Returnable

Where permitted by applicable law, certain products may be excluded from preference-based returns, including:

• Personalized or customized products
• Gift cards
• Products clearly identified as final sale
• Products damaged through misuse or improper handling
• Products altered or repaired without authorization
• Products missing significant components due to customer handling
• Other items expressly identified as non-returnable before purchase

Any product-specific return exclusion will be stated on the applicable product page or communicated before a return is approved.

Nothing in this section limits statutory consumer rights that cannot legally be excluded.

5. Damaged, Defective, Incorrect or Incomplete Orders

Please inspect your Uwvently order promptly after delivery.

This is particularly important for ceramic products featuring delicate components such as:

• Sculptural or decorative handles
• Raised floral details
• Dimensional ceramic decorations
• Lids
• Straws
• Saucers
• Painted or glazed decorative surfaces
• Other fragile components

If your order arrives:

• Broken
• Cracked or chipped
• Scratched
• Damaged
• Defective
• Incorrect
• Missing accessories
• Missing components
• Incomplete

please contact us as soon as reasonably possible.

To help us review the issue, we may request:

• Your order number
• Product name
• Clear photographs of the product
• Photographs of the inner protective packaging
• Photographs of the outer shipping package
• A photograph of the shipping label, where available
• A short video demonstrating the problem where relevant

A short video can be particularly useful for issues involving lids, straws, handles, removable components, or other product details.

After reviewing the information provided, we will advise you of the appropriate next steps based on the circumstances, our applicable policies, and applicable consumer law.

6. Basic Product Checks Before a Return

For certain product-related concerns, our customer support team may first suggest reasonable checks to help identify the issue.

Depending on the product, these may include:

• Checking whether a lid is positioned correctly
• Confirming that a straw or removable component is properly fitted
• Inspecting the mug or cup for visible cracks or chips
• Checking handles and decorative attachments
• Confirming that all included components are present
• Reviewing product information and care instructions

For ceramic mugs, cups, or products with decorative components, we may request photographs or additional information to better understand the issue.

You are not required to continue using a product that appears broken, damaged, or otherwise unsuitable for continued use.

7. Return Shipping Costs

For preference-based returns, including situations such as:

• Change of mind
• Incorrect colour, style, size, or product selected by the customer
• No longer wanting the item
• Product not matching personal preferences
• Other reasons not resulting from an error on our part

the customer is generally responsible for return shipping costs where permitted by applicable law.

If Uwvently confirms that an item was:

• Damaged during delivery
• Defective
• Incorrectly supplied
• Incomplete
• Otherwise eligible for seller-paid return costs under applicable law

we will provide the appropriate return or resolution instructions.

Please do not purchase expensive international return shipping independently before receiving instructions from our customer support team.

8. Original Shipping Fees

For preference-based returns, original shipping fees are generally non-refundable unless:

• Uwvently expressly states otherwise
• The return results from an error on our part
• The product was defective, damaged, or incorrectly supplied
• Applicable law requires reimbursement

9. Return Address

The appropriate return location may differ depending on:

• Product type
• Fulfillment location
• Customer destination
• Warehouse location
• Logistics arrangements
• Reason for the return

For this reason, please do not send returns to our registered corporate address unless our customer support team specifically instructs you to do so.

The correct return address will be provided after your request has been reviewed and approved.

10. Preparing Your Return

Uwvently products may include delicate ceramic details, lids, straws, saucers, sculptural handles, decorative attachments, or other accessories.

Returned items should be packaged carefully to reduce the possibility of damage during return transportation.

Where reasonably possible, please include:

• The main product
• Lids or covers originally supplied
• Straws
• Saucers
• Removable components
• Included accessories
• Product inserts or instructions
• Original protective materials
• Original product packaging
• Any other components originally included with the order

Fragile ceramic products should be securely protected against unnecessary movement and impact inside the return package.

Customers are responsible for adequately packaging preference-based returns for transportation.

11. Missing Accessories or Components

Where permitted by applicable law, the amount refunded may be reduced if a returned product is missing components originally included with the order.

Examples may include:

• Lids
• Straws
• Saucers
• Removable decorative components
• Included accessories
• Product inserts
• Protective packaging
• Other components originally supplied with the product

Any deduction will depend on the circumstances of the individual return and applicable law.

12. Return Inspection

After a returned item reaches the designated return location, we may inspect it to verify:

• Product identity
• Return eligibility
• Product condition
• Reason for return
• Included accessories
• Included components
• Condition of handles, decorative features, lids, saucers, or other delicate elements

Approval to send an item back does not necessarily mean that a refund has already been approved. Final refund eligibility may be determined after the returned product is received and inspected.

13. Refunds

Once an eligible return has been received, inspected, and approved, the refund will generally be issued to the original payment method.

After Uwvently processes a refund, your bank, card issuer, or payment provider may require additional time before the funds appear in your account.

These processing periods vary and are controlled by the relevant financial institution or payment provider.

14. Possible Refund Deductions

Where permitted by applicable law, an appropriate deduction may be applied when a material reduction in product value results from:

• Missing accessories
• Missing components
• Excessive use
• Customer-caused chips, cracks, scratches, stains, or breakage
• Unauthorized modifications
• Unauthorized repairs
• Improper cleaning
• Improper handling
• Damage occurring after delivery

Any deduction will be assessed according to the circumstances of the individual return.

15. Exchanges

Exchange availability depends on current inventory.

Because Uwvently products may be offered in different:

• Colours
• Capacities
• Shapes
• Designs
• Finishes
• Product variations

the replacement you prefer may not always be available.

If a direct exchange cannot be arranged, the most practical option may be to:

1. Request a return for the eligible original product.
2. Complete the approved return procedure.
3. Place a new order for your preferred product.

Please contact customer support before returning an item for exchange.

16. Order Cancellations

If you would like to cancel an order, please contact us as soon as possible after placing it.

Email: service@uwvently.com

We will make reasonable efforts to assist before fulfillment begins.

However, cancellation cannot be guaranteed after an order has entered:

• Processing
• Picking or packing
• Protective packaging
• Fulfillment
• Shipping preparation
• Dispatch

If the order has already been shipped, you may need to follow the applicable return procedure after delivery.

17. Refunds for Cancelled Orders

If an order is successfully cancelled after payment has already been processed, an appropriate refund will be issued to the original payment method or another method permitted by the applicable payment provider.

Your bank or payment provider may require additional processing time before the refunded amount appears in your account.

18. Refused or Unclaimed Deliveries

Refusing a shipment does not automatically make an order eligible for a full refund.

If a package is refused, unclaimed, or returned to the sender, please contact us so we can review relevant circumstances including:

• Shipment status
• Carrier charges
• Product condition
• Condition of fragile components
• Return eligibility
• Other relevant circumstances

Where permitted by applicable law, reasonable shipping or return costs resulting from refusal or failure to accept an otherwise valid delivery may be deducted from a preference-based refund.

19. International Returns

International returns may involve additional:

• Shipping expenses
• Customs procedures
• Carrier requirements
• Documentation
• Transit time

Fragile ceramic drinkware may also require additional protective materials for international return transportation.

Please contact our customer support team before sending an international return.

Except where responsibility cannot legally be excluded, we are not responsible for unnecessary shipping expenses or customs charges resulting from a return being sent without following the instructions provided.

20. Consumer Rights

This Return & Refund Policy supplements rather than replaces any consumer rights provided by applicable law.

Depending on your country, state, province, or region, you may have additional statutory protections concerning:

• Defective products
• Product conformity
• Damaged products
• Repairs
• Replacements
• Returns
• Refunds
• Cancellation or withdrawal rights

Nothing in this policy is intended to waive or restrict rights that cannot lawfully be excluded.

Where mandatory consumer protection legislation provides greater rights than this policy, those statutory rights will continue to apply.

21. Contact Us

For questions concerning returns, refunds, exchanges, damaged or defective products, or order cancellations, please contact us:

Brand: Uwvently
Website: uwvently.com

Legal Entity:
Zhongshan Yuancui Township Trading Co., Ltd.

Registered Address:
One of the ground floor units at No. 16, Xingchen Road, Gangkou Town, Zhongshan City

Unified Social Credit Code:
91442000MAEDDW7N50

Customer Support Email:
service@uwvently.com

For order-related requests, please include your order number and the email address used during checkout.

For damaged ceramic mugs, cups, lids, saucers, handles, or other delicate components, please also provide clear photographs of the product and its packaging.

For your security, please do not send complete credit card details, CVV/security codes, or account passwords by email.

uwvently.com is operated by Zhongshan Yuancui Township Trading Co., Ltd.