Returns and Refunds Policy

we aim to provide excellent products and customer service. If you're not fully satisfied with your purchase, we offer a simple return and refund process.

1. Returns and Refunds

• Eligibility for Returns: To be eligible for a return and refund, items must be in their original condition, unused, and with all original packaging and tags intact.
• Timeframe for Returns: You have 7 days from the date of delivery to request a return and refund. After this period, we cannot offer a refund or exchange.
• Non-Refundable Items: Certain items are non-returnable and non-refundable, including: Gift cards Digital products (e.g., downloadable content), Sale or clearance, items (unless defective), Personalized or custom-made items.

2. Process for Returns

• Request a Return: To initiate a return, please contact our customer service team at email@theurbanique.com or Whatsapp team with your order number and the reason for the return.
• Return Shipping: If your return is approved, you will be provided with instructions on how to return the product. Customers are responsible for return shipping costs, unless the return is due to a defective or damaged item.
• Inspecting the Return: Once we receive your returned item, we will inspect it to ensure it meets the return conditions. If the item is returned in original condition, we will process your refund.
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3. Refund Process

• Refund Method: Refunds will be issued to the original payment method used at the time of purchase. The refund will be processed within 7-10 business days after we receive and inspect the returned item.
• Shipping Costs: Shipping costs are non-refundable, unless the return is due to an error on our part (e.g., wrong or damaged items).
• Partial Refunds: If an item is returned used, damaged, or not in its original condition, we may issue a partial refund or refuse the return.

4. Damaged or Defective Items

• Damaged Items: If you receive a damaged or defective item, please contact us immediately at email@theurbanique.com with your order number, a description of the issue, and photos and videos of the damage. 
• Incorrect Items: If we send you an incorrect item, please contact us within  24-48 hours of receiving your order, and we will arrange a return and send you the correct product.
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5. Exchanges

• Exchanges: If you would like to exchange an item for a different size, color, or product, please follow the return process outlined above. Once we receive the returned item, we will process the exchange based on availability.
• Additional Charges: If there is a price difference between the original and exchanged item, you will be required to pay the difference before we ship the replacement.
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6. Cancellation Policy

• Order Cancellations: If you wish to cancel your order, please contact us within 24 hours of placing the order. After that, we cannot guarantee cancellation, as your order may have already been processed or shipped.
• Refund for Canceled Orders: For canceled orders, a full refund will be issued to the original payment method. If the order has already been shipped, you may need to follow the return process to receive a refund.
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7. Customer Support

If you have any questions or concerns about your order or our refund policy, please do not hesitate to reach out to our customer service team at:

Thank you for shopping with us. We are committed to ensuring that your shopping experience is as smooth and enjoyable as possible!