Refund policy

At Ummah Balance, we aim to deal with every order with honesty, care, and transparency. This policy explains your rights when cancelling an online order, returning an item, or reporting a problem with a product.

This policy applies to consumer orders placed through the Ummah Balance website within the United Kingdom.

Contact us before returning anything

Before sending an item back, please contact us so that we can provide the correct return address and instructions.

Email:

support@ummahbalance.com

Please include your name, order number, and a brief explanation of why you are contacting us.

Please do not return items to the address on your packing slip, our registered office, or our fulfilment partner unless we have specifically instructed you to do so.

Your legal right to cancel an order does not depend on us approving your request. Contacting us first simply helps ensure that your return is sent to the correct address.

Your right to cancel an online order

You have the right to cancel most online orders without giving a reason.

You must tell us that you wish to cancel within 14 days after the day on which you, or a person nominated by you, receives the goods.

If an order contains several items delivered on different days, the cancellation period begins after the final item is delivered.

You can cancel by emailing support@ummahbalance.com with a clear statement that you wish to cancel. You may also use the optional cancellation form at the end of this policy.

After notifying us, you must send the goods back within a further 14 days.

If you contact us before dispatch, we will try to stop the order. If production or dispatch can no longer be stopped, you may need to receive the item and return it using the instructions we provide.

Made-to-order products

Most Ummah Balance products are produced after an order is placed through our print-on-demand fulfilment partner.

Our standard catalogue products, including pre-designed garments offered in the sizes and colours listed on our website, remain covered by your statutory cancellation rights even though they are produced after you order.

If we offer a product that is genuinely personalised or made to an individual customer’s specifications, the statutory right to cancel may not apply. Any such exception will be made clear before the order is placed.

Faulty, damaged, incorrect, or misdescribed items

If your item is faulty, damaged, incorrect, or not as described, please contact us as soon as reasonably possible.

Reporting the issue promptly helps us investigate and resolve it, but failing to contact us within 14 days does not remove your statutory rights.

We may ask you to provide:

Your order number
A clear photograph of the item
A photograph showing the fault, damage, or incorrect print
A photograph of the packaging if the parcel arrived damaged

Depending on the circumstances and your statutory rights, the appropriate resolution may include a refund, repair, replacement, price reduction, or another suitable remedy.

Where an item is confirmed to be faulty, damaged, incorrect, or not as described, Ummah Balance will cover the reasonable cost of returning it where a return is required.

Exchanges

We do not currently operate a direct exchange service.

If you wish to change the size or colour of an unwanted item, you may return it in accordance with your cancellation rights and place a new order separately.

This does not affect your rights where an item is faulty, damaged, incorrect, or not as described.

Return postage

For a cancellation or change-of-mind return, you are responsible for the cost of returning the goods to us.

We recommend using a tracked postal service and retaining proof of postage. The returned item remains your responsibility until it reaches the return address provided by us.

If the whole order is cancelled, we will refund the standard delivery charge paid with the order. If you selected a more expensive delivery option, we are only required to refund the cost of our standard delivery service.

If only part of an order is returned, the original delivery charge may not be refundable where the delivery cost would have been the same for the items retained.

Condition of returned items

You may inspect and try on an item in the same way that you reasonably would in a shop.

Returned items should be unworn other than for trying on, unwashed, and free from marks, damage, scents, or other signs of use. Please include any tags and original packaging where reasonably possible.

We may reduce the refund to reflect any loss in value caused by handling the item beyond what was reasonably necessary to establish its nature, characteristics, and fit.

Return address

Please do not return items without first contacting us.

Do not send returns to the address on your packing slip, our registered office, or our fulfilment partner unless we have specifically instructed you to do so.

Once you contact us, we will provide the correct return address and instructions by email.

Refunds

Where a refund is due following cancellation, we will refund the price paid for the returned goods and any standard delivery charge that must be refunded.

Refunds will be made to the original payment method unless otherwise agreed.

We may withhold the refund until we have received the returned goods or you have provided evidence that they have been sent back, whichever occurs first.

We will process the refund no later than 14 days after receiving the returned goods or satisfactory evidence that they have been returned.

After we issue the refund, your bank or payment provider may require additional time to place the funds back into your account.

Optional cancellation form

You may use the wording below to cancel an order, although you do not have to use this form. Any clear statement informing us of your decision to cancel is sufficient.

To: Ummah Balance Limited
Email: support@ummahbalance.com
Postal address: the registered address shown in our Legal Notice

I hereby give notice that I cancel my contract of sale for the following goods:

Products:
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Date:

Signature, only if this form is sent on paper: