Returns & Exchanges

Damaged, Incorrect or Faulty Orders

If your order arrives damaged, defective, or you receive the incorrect product, please contact us within 7 days of delivery.

Please include your order number, a description of the issue, and clear photographs of the product and packaging so that we can assist you as quickly as possible.

Once the issue has been assessed, we may offer a replacement, exchange, store credit or refund, depending on the circumstances. Where the error or damage is attributable to UMSI or occurred during delivery, UMSI will cover the reasonable cost of returning or replacing the affected item.

Change-of-Mind Returns

Because UMSI products are personal-care and bath products, we are unable to accept returns or exchanges on products that have been opened, used, unsealed or otherwise handled in a way that makes them unsuitable for resale, unless the product is defective.

If you change your mind about an unused, unopened product, please contact us within 7 days of receiving your order.

Approved change-of-mind returns must be returned in their original condition and packaging. Return courier costs will be for the customer’s account.

Once the returned item has been received and inspected, an eligible refund or store credit will be processed.

Handmade Product Variations

UMSI products are handcrafted in small batches. Slight variations in colour, shape, size, pattern, texture and botanical appearance are a natural part of the handmade process and make each product unique.

These natural variations are not considered defects and will therefore not ordinarily qualify a product for a return or exchange.

Allergies, Sensitivities & Personal Preference

Ingredients are provided on our product pages and/or packaging to help customers make informed purchasing decisions.

Unfortunately, we cannot accept returns simply because a customer does not enjoy a particular scent, texture or other personal preference after the product has been opened or used.

If you experience irritation or sensitivity, discontinue use of the product. This does not affect any rights you may have where a product itself is defective or unsafe.

Refunds

Once an approved return has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed using the appropriate available method. Please allow additional time for your bank or payment provider to reflect the refund.

Original delivery fees are generally non-refundable for change-of-mind returns. This does not apply where the return results from an incorrect, damaged or defective order.

How to Request a Return

Contact UMSI on info@umsibath.co.za and provide:

• Your name and order number
• The product concerned
• The reason for the return/exchange
• Photographs where the item is damaged, incorrect or defective

Please contact us before sending a product back, as returns sent without prior communication may delay processing.