Refund policy
Refund Policy
Last updated: October 27, 2026
This policy explains how to return an order from Ulaine (https://ulaine.com) and how we refund you. It does not limit any rights you have under the consumer protection laws of your province or state.
30-day money-back guarantee
You have 30 days from the day you receive your order to return it for a refund, for any reason. If your order arrives in more than one package, the 30 days start when you receive the last one.
How to start a return
- Before the 30 days are up, email us at support@ulaine.com with your order number and the products you want to return.
- We will reply with the return address and instructions. We work with several suppliers, so the return address may be different for each product. Please don’t send anything back without contacting us first: we can’t refund items sent to the wrong address.
- Ship the product within 14 days of receiving our instructions, and keep your tracking number.
Return shipping costs
You pay the cost of shipping a return, unless the product is defective, arrived damaged, or isn’t what you ordered. In those cases, it costs you nothing (see below).
Condition of the product
You can open and try the product the way you would in a physical store. If it has been used beyond that and has lost value as a result, we may deduct that loss from your refund. If possible, return it in its original packaging with all its accessories.
Damaged, defective or wrong items
Please check your order when it arrives. If it is damaged, has a defect, or isn’t what you ordered, email us at support@ulaine.com with photos and your order number. We will send you a replacement or a full refund, at no cost to you, and in most cases you won’t need to send the item back. If a defect appears later, contact us as well: this policy does not affect any warranty rights you have under the law.
Exchanges
If you want a different style or model, the fastest way is to return the product under this policy and place a new order.
Refunds
Once we receive your return, or the tracking number showing you’ve shipped it, we will refund the full price you paid within 14 days. Shipping on our orders is free, so there are no shipping charges to refund. The refund goes back to your original payment method at no cost to you. Your bank or card issuer may take a few extra business days to show it.
Late or missing refunds
If you haven’t received your refund after 14 days, first check with your bank or card issuer, then email us at support@ulaine.com and we’ll look into it.
Contact
Ulaine, operated by Axel Sanchez
55 Cooper Street, Toronto, ON M5E 0G1, Canada
support@ulaine.com