Warranty and Returns
Utopian generally offers a 12-month warranty to all products, unless stated otherwise.
Please refer to each product listing for that product's warranty period.
You are required to notify Utopian within 10 working days in the unlikely event that the item arrives damaged or faulty.
In addition to a detailed description, you are required to provide images (or a short video clip if more appropriate) of the damage in order to proceed with the warranty process.
Once assessed and approved by our Customer Service Team, you will be contacted to proceed with the return, refund or replacement process.
Please do not attempt to return the item without our approval.
To make a claim, you must provide us with a copy of your tax invoice or any kind of proof showing that you purchased the item from us.
You need to also describe the problem precisely and provide evidence to support your claim, and state whether you are requesting a replacement, repair, refund or credit.
Refunds generally takes up to 2-working days to process, and we will notify you once the refund has been processed.
However, please allow an additional 5-working days on top for your financial institution to process it.
A refund or replacement will not be provided if products are being misused, mishandled or mistakenly installed.
Customers are responsible for following the instructions and advice given by the manufacturers.
Change of Mind Policy
14-day Change of Mind Policy.
- We only accept change of mind within 14 days after the item is delivered
- Please send an email including pictures or video of the condition of the product received and an explanation of why they would like to return the product and if the item is eligible for return.
- For COM product has to be in original packaging.
- We will notify as to whether or not we require the product to be returned to us. Please do not return the product to us without our prior consultation – credit will not be given in this case.
- If we require the product to be returned to us, we will provide a return post label. We will not refund postage if the customer does not use our return label.
- If return label provided to you, we will refund the total order amount MINUS initial postage, return postage and restocking fee of 15%
- If return label NOT provided to you, we will refund the total order amount MINUS initial postage and restocking fee of 15%
- If customers change their mind before the item is received and require the action of RTS (Return to Sender), we will refund the total order amount MINUS initial postage and restocking fee of 15%