Refund Policy

This policy explains how to cancel an order and how returns and refunds work. It applies to all our storefronts, except where local law requires otherwise or a regional section below says otherwise.

Cancelling your order

Before your order ships

You can cancel your order yourself: open your order confirmation email, click "View your order", then "Cancel Order". After you confirm, we stop the order and refund you. If you only see a "Reorder" button, or a notice that the order is already being packed, contact us right away with your order number.

If you cancel within one hour of placing the order, cancellation is guaranteed. After that, we will do our best to cancel as long as the order has not shipped.

After your order ships

Once your order has been packed or you have received a shipping email, contact us at abucares@abuniverse.com or through a support ticket on our website, and include your order number. Cancelling an order that is already in transit incurs a restock fee: the original shipping cost plus return shipping at the prevailing rate.

Refunds

Our payment processor issues your refund immediately, but it can take up to 10 days to appear on your account. That timing is set by your bank, not by us; contact your bank if a refund is taking long.

Returns

Diapers are not returnable and not eligible for refund. If a product is defective, see "Faulty items" below.

Apparel may be eligible for return if it is unworn and unwashed; each return is evaluated case by case, and unworn condition alone does not guarantee eligibility.

White suits are eligible for return within 30 days of order placement.

Other products, such as stickers or mugs, are evaluated on request.

Right of withdrawal

If you are a consumer, you may withdraw from your purchase by notifying us within 14 days of receiving your order, at abucares@abuniverse.com or through a support ticket on our website. You must then return the order to us within 14 days of that notice; if it does not reach us in that time, we may decline the refund.

You bear the cost of returning unwanted goods. You may ask us to arrange the return carriage, including asking the carrier to return an order in transit; we will tell you the cost and you must accept it before we arrange the return. We refund once we receive the goods, sealed and suitable for sale.

The right of withdrawal expires early for sealed goods that are unsuitable for return for health protection or hygiene reasons once the seal is removed. In short: opened packs of diapers cannot be withdrawn or returned.

Refunds of original shipping cover the cheapest shipping option available at the time of order, not any shipping upgrades.

Faulty items

None of the restrictions above apply when we have supplied a faulty item. Contact us at abucares@abuniverse.com or through a support ticket so we can investigate. Where a faulty item needs to be returned, the return cost is on us. Notify us within 12 months of receipt and include the product batch details, photographs of the defect and proof of purchase. Claims raised later than 12 months, or without the required evidence, are handled at our discretion.

Chargebacks

Contact us and give us a reasonable chance to resolve a problem with your order before filing a chargeback with your bank. A chargeback reverses a payment but does not remove your obligation to pay. If you file a chargeback without having worked with us on the issue, we may decline your further orders, and we may recover the amount owed together with the bank and payment processor fees and collection costs the chargeback caused.

Contact

Questions about cancellations, returns or refunds: abucares@abuniverse.com.