How to Cancel Your Order, and Policies Regarding Returns and Refunds

Cancelling Your Order

As we use third-party fulfillment, orders are processed during regular business hours and cancellation cannot be guaranteed once an order has been placed. Once we have sent your order for processing, we have no ability to stop the order.

How Order Processing Works

Orders are processed Monday to Friday between 08:00 and 15:00 local time. Orders placed outside of these hours will not begin processing until the next business day at 08:00.

We hold all orders for a minimum of one hour after placement before they become eligible for processing. If you cancel within this window, your cancellation is guaranteed. After this period, orders are picked up for fulfillment in regular intervals and cancellation can no longer be guaranteed.

Once your order has been submitted for fulfillment, the Cancel button will no longer be available and the order cannot be stopped.

How to Cancel

The fastest and most reliable way to cancel your order is by logging in to your customer account on our website. For logging in you only need the E-Mail entered at the time when you placed the order.

Please see our help article on How to cancel your order that explains this step by step.

Refund Processing

Once a cancellation has been confirmed, refunds may take several business days to appear on your statement. ABUCares has no control over your bank's processing times once a refund has been submitted.

Consumer Cancellation Policy (EU & UK)

Orders may be cancelled by the customer at any point prior to dispatch through their account or by emailing abucares@abuniverse.com for a full refund.

Right of Withdrawal (14 Days)

Consumers within the EU and UK have a statutory Right of Withdrawal. You may return your order for a refund by notifying us within 14 days of receipt of your order that you wish to exercise this right. You can do so by emailing abucares@abuniverse.com or creating a support ticket at www.abucares.com.

The following conditions apply:

• The order must be returned to us within 14 days of having notified us. If the items are not received within this timeframe, we reserve the right to decline the refund request.
• Consumers are responsible for the cost of returning unwanted goods. You may request that we arrange return carriage (including requesting carriers return orders in transit to us); you are responsible for any associated costs, which will be communicated to you for acceptance before the return is arranged.
• Refunds will only be issued following receipt of unwanted goods that remain sealed and suitable for resale.
• Outbound (original) shipping costs will not be refunded when unwanted products are returned.

Exclusion or Early Termination of the Right of Withdrawal

The right of withdrawal expires prematurely for contracts for the delivery of sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery. In short: opened packs of diapers and other hygiene products are exempt from the right of withdrawal and are not accepted for return.

Model Withdrawal Form

If you wish to exercise your right of withdrawal, you may use the following form. Completing this form is not mandatory - you can also notify us by email or support ticket.

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To: ABUniverse / ABUCares, abucares@abuniverse.com

I/We () hereby give notice that I/We () withdraw from my/our (*) contract of sale of the following goods:

• Order number:
• Ordered on () / received on ():
• Name of consumer(s):
• Address of consumer(s):
• Date:
• Signature (only if submitted on paper):

(*) Delete as appropriate.

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Faulty or Damaged Goods

The above return conditions do not apply where we have supplied faulty or damaged items. In this case, please contact us by emailing abucares@abuniverse.com or creating a support ticket at www.abucares.com so we can investigate.

• Where faulty items need to be returned, the cost of return shipping is our responsibility.
• Faulty items should be reported to us within 12 months of receipt.
• Details of product batches, photographs of defects, and proof of purchase are required.
• Claims raised more than 12 months after receipt, or where the required evidence is not available, are managed at our discretion.

General Information

The policies detailed in this document apply to all regions, except where local law requires otherwise. Apparel may be eligible for returns if it is unworn and unwashed; these will be evaluated on a case-by-case basis.