Effective Date: January 1, 2025
1. Introduction
Welcome to Uncultured AI Limited (“Company,” “we,” “us,” or “our”). This Refund and Return Policy (“Policy”) explains the conditions under which refunds, returns, and exchanges are handled for products purchased from our website, https://unculturedai.com (the “Website”). By placing an order with us, you agree to the terms outlined herein.
This Policy complements our Terms and Conditions and Privacy Policy. In the event of any conflict, this Policy will govern refund and return issues specifically, while our Terms and Conditions shall govern all other aspects of your purchase.
2. Scope of Products
2.1 Digital Products
These include (but are not limited to) downloadable software, AI-generated content, e-books, images, templates, or other intangible goods delivered electronically.
2.2 Physical Merchandise
These include tangible items such as apparel, mugs, accessories, or any other physical goods that may be shipped to you.
3. No Refund Policy for Digital Products
3.1 Instant Delivery & Nature of Digital Goods
Due to the immediate, non-reversible nature of digital content delivery, all sales of Digital Products are generally final and non-refundable. Once you have gained access to, downloaded, or otherwise received digital materials, the transaction is considered complete.
3.2 Exception: Faulty or Misdescribed Digital Products
If a Digital Product is defective, corrupted, or does not match its description in any material way, you may be entitled to a replacement or an equivalent remedy in accordance with UK consumer protection laws.
- Notification: You must contact us within 48 hours of purchase or download to report the issue.
- Assessment: We will investigate the claim and may request additional details or screenshots.
- Resolution: If our investigation confirms the product is faulty or misdescribed, we will either provide a corrected version or offer an alternative remedy consistent with applicable law.
3.3 No Refunds for User Dissatisfaction
Subjective dissatisfaction—such as not finding the Digital Product “useful” or “interesting”—does not qualify for a refund unless required by law.
4. Physical Merchandise Return Policy
4.1 Return Window
You may initiate a return request for eligible Physical Merchandise within 30 days of receiving your order. After this period, returns may be refused except where required by statutory rights (e.g., for faulty products).
4.2 Eligibility Conditions
To be eligible for a return or exchange, Physical Merchandise must be:
- Unused, Unworn, and Unwashed: In original condition with no signs of wear or damage.
- Original Packaging: Returned with all tags, labels, and original packaging intact.
- Proof of Purchase: You must provide a valid order number, receipt, or other proof of purchase from Uncultured AI Limited.
4.3 Exclusions
Certain Physical Merchandise is non-returnable:
- Custom/Personalized Items: Items made or altered to your specific requirements.
- Perishable or Time-Sensitive Goods: If applicable.
- Final Sale or Clearance Items: Marked as non-returnable at the time of purchase.
- Health & Personal Care Items: Depending on hygiene regulations.
4.4 Condition of Returned Goods
We reserve the right to refuse or reduce refunds for items that are not returned in a resaleable, like-new condition (e.g., stained, damaged, or missing parts).
4.5 How to Initiate a Return
- Contact Us: Submit a return request via our Contact page with your order details.
- Return Authorization: We will issue instructions and, if relevant, a Return Merchandise Authorization (RMA) number.
- Shipping Responsibility: Unless the product is defective or misdescribed, you are responsible for return shipping costs. We recommend using a trackable, insured method.
- Inspection & Notification: Once received, we will inspect the item(s) and email you regarding your refund or exchange status within 5–7 business days.
5. Exchanges
5.1 Eligibility for Exchanges
If you wish to exchange Physical Merchandise for a different size, color, or style, the original item must meet return eligibility requirements (Section 4.2).
5.2 Process
- Contact Support: Indicate the desired replacement item and reason for exchange.
- Availability: Exchanges are subject to stock availability. If not available, we may offer a refund or store credit instead.
- Shipping: Return shipping costs are typically borne by you, while we may cover shipping for the replacement item if the original was defective.
5.3 Price Differences
If there is a price variance between the returned item and the desired exchange item, you may be charged or refunded the difference.
6. Defective or Damaged Items
6.1 Reporting Defects or Damage
If you believe a product (digital or physical) is defective or damaged upon receipt, please contact us immediately—preferably within 48 hours of receipt/delivery. Provide a description of the issue, along with photographs if it is a Physical Merchandise defect.
6.2 Assessment and Remedies
- Digital Products: We will verify the issue and may offer a corrected file or suitable replacement at no additional cost.
- Physical Merchandise: We will arrange either a return label or request you to ship it back and will cover shipping costs if the item is confirmed defective. You may be entitled to a replacement, repair (if feasible), or full/partial refund in line with applicable consumer protection laws.
6.3 Warranty Disclaimer
Unless otherwise stated, products are provided “as is” without any specific warranty beyond what is required by law.
7. Refund Processing
7.1 Refund Approval
Once we receive and inspect your returned item (where applicable), we will inform you via email whether your refund is approved. If approved, we aim to process the refund within 5–7 business days.
7.2 Original Payment Method
Refunds are generally issued via the same payment method used for the original purchase. Please note that your card issuer or payment provider may require additional time to process and post the refund to your account.
7.3 Deductions
If the returned item is damaged, missing parts, or otherwise not in resaleable condition (except for defects), we may deduct the cost of restoration or refuse the return, at our discretion.
7.4 Shipping and Other Fees
- Non-Refundable Shipping: Original shipping costs are typically non-refundable unless the return is due to our error or a defective product.
- Customs and Import Duties: We do not refund any customs, duties, or other international fees if applicable.
8. Right to Cancel & Statutory Rights
8.1 Cooling-Off Period (UK/EU Customers)
If you are a UK or EU consumer purchasing Physical Merchandise online, you may have a statutory right to cancel your order within 14 days of receiving the goods (the “cooling-off period”), unless exempted (e.g., custom goods, certain perishable items). You must notify us of cancellation and return the items in accordance with Sections 4 and 5. This right does not generally apply to digital downloads once they have been accessed, unless the product is faulty.
8.2 Nothing in This Policy
…shall limit or exclude any rights you may have under applicable consumer protection laws. If local laws grant you additional rights beyond those stated herein, we will comply with those laws.
9. International Customers
We ship worldwide where feasible, but import duties, taxes, and regulations vary by country. You are responsible for ensuring compliance with local laws, including customs clearance and fees. Our refund process for international orders follows the same guidelines set forth in this Policy, but timelines may be extended due to shipping or customs delays.
10. Dispute Resolution
If you have any issues regarding a refund, return, or exchange, we encourage you to contact us first to resolve the matter amicably. You may reach us via our Contact page. Failing an acceptable resolution, disputes shall be governed by the laws and jurisdiction indicated in our Terms and Conditions.
11. Changes to This Policy
We may modify this Refund and Return Policy at any time. Any significant changes will be posted on our Website with an updated “Effective Date.” Your continued use of our services or purchases after such changes constitutes your acceptance of the updated Policy.
12. Contact Information
If you have questions or need assistance with refunds and returns, please contact us via:
Uncultured AI Limited
128 City Road
London
United Kingdom
EC1V 2NX
Website – https://unculturedai.com/contact/
We typically respond within 48 hours during our normal business days (Monday–Friday, 9 AM–5 PM UK time).
13. Last Updated
Date: January 1, 2025