At UR Silk, a brand owned by Hangzhou Soocomfort Technology, Co., Ltd., we create customized products specifically for each customer. Please review our return policy below:
No Returns or Refunds for Customized Products
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- UR Silk does not accept returns or provide refunds for any products, as all items are custom-made to order.
- We do not accept returns or issue refunds based on size, color, style preference, or any other personal preferences.
- The only exception to our no-return policy is for products with manufacturing defects, as described in the section below.
- Once an order has been placed and production has begun, it cannot be canceled.
Defective Items
- If you receive a product with a manufacturing defect, please email support@ursilk.com within 14 days of delivery with clear photos showing the defect.
- Our team will review your claim and if a manufacturing defect is confirmed, we will work with you to resolve the issue.
- For confirmed defective items, we may offer a replacement or refund at our discretion.
- If a return is approved for a defective item, we will provide return instructions at that time.
Return Process for Defective Items
- Please do not return any items without first obtaining approval and instructions from our support team.
- Authorized returns must include original packaging and all product components.
- Once we receive and inspect the defective item, we will process your replacement.
Contact Information
- For any questions about your order or to report a defective item, please email us at support@ursilk.com.
Hangzhou Soocomfort Technology, Co., Ltd. (operating as UR Silk) reserves the right to update this policy at any time. Any changes will be posted on our website.
