Read Our Refunds and Returns Policy - UCAN

Refunds and Returns Policy

Thanks for shopping at UCAN. We love our products and we think you will too. We’ve invested a lot of time into understanding what our customers need and want. If, however, we have not exceeded your expectations, we want to make sure we get as close as possible to helping you and perhaps changing your mind.



You have 14 calendar days (2 weeks) to return an item from the date you received it. To be eligible for a return:


What is the process for returning a product?

We want to make the returns process as easy as possible. You will find a Return Form attached to your delivery note in your box.


I don’t have the Return Form, where can I get this?

Should you have accidentally thrown away or lost the Return Form, you can still access this. Download the Return Form here.


What do I do if a product I ordered is defective or damaged in transit?

We take great care in packaging our items but if they are received damaged or the quality is not up to your expectations, we will gladly assist. We will require you to:


What do I do if  the wrong product was sent to me?

We try our best to ensure the correct products and all their parts are sent out, but in the event that the wrong item is sent to you or an item is missing, please notify us within 5 working days of receiving your order by emailing

We will liaise with you to rectify the issue by:



The pricing is as follows (but DOES NOT apply to flat pack furniture):


What is the address I need to ship my return to?


Flat Pack Returns

If you wish to return a flat pack product, you need to contact us within 5 days. Goods must be returned to us in a saleable condition and in the original, undamaged packaging. We may withhold up to 30% of the purchase price of returned goods, if the products or packaging is in such a condition that the item is not fully re-saleable.

If you are thinking of making a flat pack purchase, download our flat pack guidelines.


Can I cancel my order after I’ve paid?

If you wish to cancel an order after payment has been made, you will need to contact us within 48 hours of payment to receive a full refund. Any orders cancelled after this time period will be charged a 5% handling fee (for administrative costs incurred). This will be deducted from the refund amount. 



Refunds are processed based on the following:


Partial Refunds

There are certain situations where only partial refunds are granted so pay attention to these:


Can I receive a credit voucher instead of a refund?

Yes. When completing the Return Form you will be given the opportunity to indicate whether you would like to receive a credit voucher as a form of refund. The return process will be exactly the same as if you opted for a monetary refund.

Once the return is evaluated, a code will be sent to you for the value of your return minus the 1/2 shipping fee for the return. You will need to use this code when next placing an order.

Vouchers are not transferable for cash.


How do I use the credit voucher I received as a refund?

If you have chosen to receive a credit voucher as a refund, a code will be generated and emailed to you. When you next make a purchase on the UCAN website, you will need to enter this code at checkout.


I have forgotten the code for my credit voucher?

If you have forgotten the refund voucher code, you can call our office on 031-713-9579 for assistance.


I have received a credit voucher for an order, how long do I have in order to use it?

Customers are encouraged to use their credits within 6 months from receipt.


Why is my refund taking so long?

All refunds are processed once a week on a Friday however if you haven’t received a refund after 20 days, especially if the refund was being processed against your credit card, then please check your account again. Sometimes it may take some time before your refund is officially posted. We would also suggest contacting your bank to check with them.

If you are concerned about how long the refund is taking, you can email or call the UCAN office on 031-713-9579.


  • Hidden
  • Hidden
    MM slash DD slash YYYY
  • This field is for validation purposes and should be left unchanged.