Refund policy
Urbanheer Return Policy
At Urbanheer, we pioneered our return policy to deliver exceptional value for your money and time. We prioritize product quality to ensure your first purchase brings complete satisfaction. In rare cases where a return is necessary, our policy is designed to be seamless, quick, and risk-free, backed by our responsive customer service team.
Key Highlights:
- Simple Returns Process: Easily request returns through your orders page.
- Return Window: Eligible items can be returned within 30 days of delivery.
- Condition Requirements: Items must be in original condition, unworn, unused, with tags, and in branded packaging.
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Refund Options:
- Refunds to the original payment method are processed within 4–7 business days after confirmed delivery and approval of the returned items.
- Returns store credit* is available within 24 hours of your return request, enabling you to make new purchases. Delivery of new purchases with returns store credit occurs only after the returned item is approved.
- Separate Packaging: Ensure each order is packaged separately to avoid delays.
Damaged or Defective Items:
- Report issues within 24 hours of receipt with pictures and order details to customercare@urbanheer.com.
- Defective items qualify for full refunds.
We strive to provide a shopping experience that is effortless and satisfying, ensuring peace of mind with every purchase. For any questions, feel free to contact us at customercare@urbanheer.com.
Notes:
*Returns Store Credit
- Returns store credit helps you secure desired products faster, reducing the risk of stockouts since our high-demand items sell out quickly.
- Delivery of new purchases made with returns store credit will only occur after the returned item is received, inspected, and approved for refund.
High-Value and Heavy Items
- High-Value Items: For luxury items priced over $750, a 5–10% restocking fee will apply to maintain the highest quality standards.
- Heavy Items: Items weighing over 10 pounds will be charged a return shipping cost.
Non-Returnable Items
Items that are seasonal, custom-made, furniture, personal care goods, require assembly, opened perfumes and fragrances, or marked as non-returnable or final sale in the description cannot be returned.
Thank you for understanding as we uphold the quality and integrity of our products.
