Last revised: June 16, 2025
We know online shopping should be simple — and satisfying. At Umpass, we’re committed to making things right when something doesn’t go as expected. Below, you’ll find everything you need to know about returns, refunds, exchanges, and cancellations.
Cancellations – The 24-Hour Window
Things happen — we get it. If you need to cancel your order, you’ve got 24 hours from the time of purchase.
Here’s what to do:
- Send an email to [email protected]
- Include your order number and a short cancellation request
- We’ll confirm and process a full refund, no questions asked
⚠️ After 24 hours: We cannot cancel your order as it has already moved into production — our products are made just for you.
Exchanges – Think Before You Click
We do not offer exchanges due to customer errors in choosing size, color, quantity, or design. Our items are made-to-order, so we encourage you to double-check your selections before checkout.
Want to fix an error? Cancel the order within 24 hours and submit a new one. Need help choosing the right size or style? Our support team’s ready to guide you.
Returns & Refunds – Simple and Fair
If something’s genuinely wrong, we’ll absolutely make it right. You may return eligible items within 180 days of delivery.
You can request a return if:
- The item is damaged or broken when it arrives
- You receive an incorrect size, design, or product
- The product doesn’t match the description or materials listed
We cannot accept returns if:
- The item has been worn, washed, or altered
- It’s missing tags or original packaging
- Minor issues like loose threads or easily fixable imperfections
- The issue wasn’t caused by us
Items must be in original condition to qualify for a refund.
Submitting a Refund Claim
To request a refund, email us at [email protected] and include:
- Order number or receipt
- Photos or video of the defect or incorrect item
- Shipping label or proof of delivery
- Screenshots of relevant conversations, if any
We typically respond within 2–3 business days. Please wait for our confirmation and instructions before shipping your item back.
Return Shipping Info
Customers are responsible for all return shipping costs. We recommend using a trackable shipping service, as we are not responsible for return items lost in transit.
💰 Refund Timeline
Here’s how refunds work:
- Once we receive and inspect your return, we’ll issue your refund within 2 business days
- A confirmation email will be sent once it’s processed
- Depending on your bank or credit card company, it can take 10–15 business days for the refund to appear
No refund yet? Reach out to your payment provider for status updates.
180 Days — That’s Your Window
We allow returns up to 180 days after your item was delivered. After that, all purchases become final and non-refundable.
Final Reminders
- Contact us before returning any item
- Unauthorized returns will not be accepted
- All items must be in original condition
- Return shipping is always the customer’s responsibility
- We are not liable for lost or damaged returns
Have a Question?
We’re always here to help. Reach out to our friendly team during support hours:
🕒 Support Hours: Monday – Friday, 9:00 AM to 6:30 PM (EST)
📧 Email: [email protected]
📞 Phone: +1 (681) 298-3997
📍 Mailing Address: 10360 Ivy Hollow Drive, Knoxville, TN 37931, United States Of America
Or get in touch through our Contact Us page.