Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

CUSTOM ORDER items are non-refundable and non-returnable. If you would like to cancel the order, please contact us within 24 hours of placing the order.

To be eligible for a return, your item must be in the same condition as received, in its original packaging (ie. plastic seal intact, unworn, unused, with tags, any packaging that comes with the product) and You’ll also need the receipt or proof of purchase. We cannot issue a refund if any of these conditions fail. We cannot refund or exchange any used item.

To initiate a return, please contact us at theurbaniteuk@gmail.com. Items sent back to us without first requesting a return will not be accepted.

The buyer IS responsible for covering the return postage costs, regardless of the reason for returning the item. Additionally, please ensure that the item is returned in its original condition. If the item is not returned in its original condition, the buyer may be responsible for any loss in value.

Please note that when processing refunds, we can only refund the cost of the products and do not include the initial postage fee paid by the buyer.

You can always contact us for any return questions at theurbaniteuk@gmail.com

Damages and issues

At TheUrbanite, we are committed to providing you with high-quality products and ensuring your satisfaction with every purchase. Please take a moment to review our policy regarding damages and issues with your order.

1. Inspection Upon Receipt: We kindly request that you carefully inspect your order as soon as it is delivered and contact us immediately, within 24 hours of the tracking status showing 'delivered.' This allows us to promptly address any concerns you may have regarding the condition of your purchase.

2. Defective, Damaged, or Incorrect Items: If you receive an item that is defective, damaged, or if you happen to receive the wrong item, please reach out to us within the specified 24-hour window of the tracking status showing 'delivered.' This prompt communication is crucial to enabling us to evaluate the issue and take appropriate corrective action.

3. Packaging and Returns: a. Each of our products is thoughtfully packaged Please note that any returned product must be in its original packaging. We have the final right to decide whether the condition is acceptable for a replacement or exchange.

b. To qualify for a replacement or exchange due to defects or damages, it is essential to define what we consider as "defective" or "damaged." For the purposes of our policy:

• Defective: A product is considered defective if it has a manufacturing flaw or malfunction that affects its intended use.
• Damaged: A product is considered damaged if it has sustained visible harm during transit, rendering it unusable or significantly compromised.

4. Replacement or Exchange Process: a. If your item is determined to be defective or damaged under the conditions mentioned above, we will gladly offer you a replacement or exchange. The replacement or exchange will be for a product of the same price as the item you initially ordered.

b. To initiate the replacement or exchange process, the defective or damaged product must be returned to us. Return postage is the responsibility of the buyer. We cannot provide a replacement or exchange without receiving the defective or damaged item back.

5. Handmade Products and Imperfections: Please note that since our products are handmade with care, there may be minor imperfections. These imperfections are typically cosmetic in nature and do not affect the overall functionality or usability of the product.

We are committed to your satisfaction, and our goal is to make things right in the event of any issues or concerns with your order. Your prompt communication and adherence to the specified guidelines outlined above will help us ensure a smooth resolution process.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale (discounted) items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.