Returns & Refunds
Understand your options and how to request help.
Return and refund options depend on the transaction, the reason for the request and applicable consumer law. A change-of-mind request may follow different rules from a claim involving faulty goods, damage, an incorrect item or non-delivery. Commercial return conditions do not remove mandatory consumer rights.
Start with the right order
For a purchase completed on UKEN MALL, use the available order support option or email support@uken.tech. Include the order reference, the issue and your requested outcome. Relevant photos or other information can help where available; if you cannot provide them, explain the situation so that other ways to assess the issue can be considered.
Where enabled, a Buyer Agent can help prepare or submit a request and retrieve available updates. An unsent draft is not a submitted request, and submission is not approval. You do not have to use an agent to contact support. Where applicable, a statutory withdrawal notice does not require prior approval.
Rules for your purchase
Use the return address applicable to your order; a company correspondence address is not necessarily a returns address. Distinguish a refund decision, a refund being sent and funds appearing in your account. For an unresolved issue, follow [COMPLAINT_ESCALATION_ROUTE].
External bookings and services
For a purchase completed on another provider’s website, use that provider’s booking and support channels. Check its cancellation deadlines, time zone, amendment and no-show conditions. Contact UKEN MALL about issues with our own service; this routing does not exclude responsibilities imposed on us by applicable law.