Return Policy

Buying items online can be a daunting task, and we want to make sure we back that up with our 100% satisfaction guarantee. We strive to provide WHATEVER it takes to make sure you are 100% satisfied with your purchase.

We have 24/7/365 ticket and email support. Please contact our friendly support team if you need assistance.

RETURNS
All confirmed orders cannot be cancelled, returned nor refunded.

What if you find the item is defective, damaged or wrong upon receiving? No problem. You may contact us before proceeding to next process. Please do not send the item back without our confirmation.

You may contact us by emailing with details below:

Full Name:
Order Number:
Items you want to return:
Reason:
Items you are supposed to receive (if wrong item received):
Attachment (a must): 2 pictures must show the defect and the product in general.

We are not responsible for the loss items during delivery. You may return the product within 5 business days of receiving the purchased item. We will not process the return if it has been more than 5 business days. The shipping costs occurred during the process are to be paid by the customer. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you are shipping an item over USD 75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Please do not forget to send us the tracking number.

To be eligible, all the returned items must be unused, unwashed, intact (including the original packaging), in saleable condition, and accompanied with its original receipt (if any).

All the conditions above are not valid for discounted / sale items. All discounted / sale items cannot be returned or exchanged.

EXCHANGE (if applicable)
Once we have received and inspected your return, we will send you an approval or rejection notification via email.

If approved, an exchange will be processed to your original shipping address and a tracking number will be sent to your email address.

The delivery time will be the same as normal order processing. Please visit our “Shipping & Delivery Policy” at the bottom of the page for more detail.

REFUNDS (if applicable)
If refund is approved, the refunded amount will be applied to your credit card or original payment method, within a certain amount of days. It may take several days due to several parties involved (PayPal, Banks, Credit Card providers, and other financial parties).

You may contact us if you have not received the refund that exceeds the normal processing time of the parties.

Contact us: hello@theurbanfest.com