Returns, Refunds & Cancellations

Last updated November 10, 2026

How returns, refunds and cancellations work, in plain terms. The shop does not take orders yet: this page describes how they will work once it opens.

At a glance

Changed your mind

Unopened products with the seal intact can be returned within 30 days of delivery. For your safety and the next customer's, opened bottles and jars, or any product whose seal has been broken, cannot be returned for a change of mind. A product that arrives damaged, leaking, with a broken or missing seal, past its best-by date or wrong is replaced or refunded: send us a photo, there is nothing to mail back.

What unopened means: the bottle or jar is still closed, with the seal it was delivered with intact, and nothing has been taken out of it. You are welcome to open the shipping box and the outer packaging to look at the product and read its label.

Why the seal matters: a dietary supplement that has been opened cannot be passed on to anyone else, because no one can know what happened to it once the seal was broken. This rule applies to a change of mind only: a product that arrives damaged, leaking or wrong is handled as explained in Damaged, leaking or wrong items.

Please send a returned product in its original packaging, with padding around it, so the glass travels safely.

Damaged, leaking or wrong items

We pack every order for the trip, but a package can still be knocked about on the way, and a mistake can happen. If a product arrives damaged or leaking, with a broken or missing seal, past the date printed on its label, or not what you ordered, or if something is missing:

1. Do not take it.
2. Take photos of the product, its seal, its label (with the lot number and date if you can read them), the packaging and the shipping label.
3. E-mail them to contact@umberdrops.com with your order number, within 30 days of delivery. The sooner we hear from you, the sooner we can open a claim with the carrier.
4. We reply within 2 business days, and the product is replaced or refunded. There is nothing to mail back.

Once we have the photos, please throw the product away safely, as explained below. Never mail back a broken or leaking bottle: broken glass can hurt the people who handle the package.

Damage that happens after delivery is not covered by this section, for example a bottle dropped on the floor, or softgels kept in a hot or humid place.

A broken or leaking bottle

1. Keep children and pets away from it.
2. Pick up the pieces of glass with gloves, wipe up the liquid with paper towels, and wash your hands.
3. Before you throw it away, take photos of the bottle, the packaging and the shipping label.
4. Put the pieces and the paper towels in a closed bag, then in your household trash, out of reach of children and pets.
5. E-mail us the photos with your order number. We handle it as described in Damaged, leaking or wrong items, without a return.

If a product did not suit you

If you had a reaction to a product, stop use and ask your doctor. Please tell us too, by e-mail with "Safety" in the subject line, so we can keep a record and look into the batch with the maker. See Reporting a reaction. Write to us about your order at the same time, and we will look at it with you.

Problems after the return window

If you notice a problem with a product more than 30 days after delivery, please write to us anyway, with your order number, a short description and photos. We will look at it with you. We give no separate written warranty or guarantee for a fixed period, but every product comes with the implied warranties that the law of your state gives you, and nothing in our policies takes them away. See Implied warranties and your rights.

How to start a return

1. E-mail us at contact@umberdrops.com within 30 days of delivery. Include your order number and the products you want to return.
2. We reply within 2 business days with a return authorization, the return address and instructions.
3. Put the unopened products in their original packaging, with padding around them, in a sturdy box.
4. Send the package within 30 days of our reply, with a tracked service, and reply to our e-mail with the tracking number. Keep your receipt until your refund arrives.

No return can be accepted without our authorization. A package sent without our instructions may never reach us.

Return shipping and the return address

• Who pays: Return shipping for a change of mind is paid by the customer; we send the return address by e-mail, and it may be outside the United States. For a defective, damaged or wrong item, we pay it.
• Where returns go: to the address in our return authorization e-mail. You get it before you send anything, so you can check the shipping cost first. Because that address may be outside the United States, a change-of-mind return can cost more than a parcel sent within the country, and the carrier may ask you to describe the contents for customs.
• Our mistake, damage or a leak: there is nothing to mail back. If we ever need to see a product, we pay for the return shipping and tell you how in our reply.

Refunds

• We check every return when it arrives and e-mail you to confirm.
• Refunds go to your original payment method within 5 to 10 business days after we receive and check the return, or after we accept your claim when there is nothing to mail back. Your bank or card issuer may need a few more days to show it on your statement.
• For each returned product, you get back the price you paid for it, together with any sales tax paid on it. Shipping to you is included in that price, so there is no separate shipping charge to refund. The return shipping of a change of mind is not refunded.
• If a returned product has been opened or its seal is broken, we cannot take it back for a change of mind. We e-mail you photos, explain why, and agree with you how it goes back to you.

Cancellations

You can cancel your order at no cost at any time until it ships.

• How to cancel: e-mail us at contact@umberdrops.com with your order number and "Cancel" in the subject line, as soon as possible.
• What counts is when your e-mail reaches us: if it arrives before your order ships, we cancel the order, even if our reply comes later. We check for cancellation e-mails before every order leaves.
• Before it ships: we cancel the order and refund the full amount you paid, sales tax included, to your original payment method within 5 to 10 business days. We confirm the cancellation by e-mail.
• If it left anyway: if your e-mail reached us before your order shipped but the package still went out, your cancellation stands. Keep the package unopened and write to us: we refund the full amount you paid and tell you what to do with the package.
• Part of an order: you can also cancel one product, the same way, until the order ships.
• If you write after it has shipped: the order can no longer be canceled. Unopened products can then come back as described in Changed your mind. Please accept the delivery rather than refuse it: see Refused packages.
• If we cancel: if we cannot ship your order, cannot deliver to the address given, or cannot ship it on time and you choose not to wait, we cancel it and refund you in full. See Shipping delays and your right to cancel.

Lost packages

If the carrier confirms that your package is lost, or it has still not arrived once the carrier's search is over, we reship your order or refund it in full, at our cost. See our Shipping & Delivery policy for what to do if a package is late or marked as delivered but not received.

Orders for someone else

If another adult ordered UMBER products for you, the same conditions apply, and you can contact us yourself about a damaged, leaking or wrong product. A refund always goes to the original payment method of the person who placed the order.

Your rights

This policy is part of our Terms of Sale. It adds to the rights you have under the law of your state and does not take them away.

Questions

E-mail us at contact@umberdrops.com. We reply within 2 business days.