REFUND POLICY

At Urbantend, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help.

1. Change of Mind – 30-Day Return Window (EU Customers)

If you reside in the European Union, you have the right to cancel your order within 30 days of delivery, without providing any reason, in accordance with EU consumer protection laws (Consumer Contracts Regulations 2013).

• To request a return, contact us within 30 days from the date your order was delivered.

• If you return the entire order, we will also refund the standard delivery charges.

• Refunds are processed within 14 calendar days after we receive your returned items or receive proof of return (whichever is earlier).

Important: Items must be unworn, unused, and in original packaging with all tags or seals intact.

2. Products Not Eligible for Return or Refund

Certain product categories are non-returnable, except in the case of defects:

• Cosmetics or skincare products if the seal is broken or the product has been used.

• Underwear, swimwear, or intimate items for hygiene reasons.

• Personalized or custom-made items (e.g. engraved, custom sizes).

• Gift cards or promotional items.

• Electronics or high-tech products that have been unsealed or used.

• Sale or clearance items marked as "Final Sale".

• Seasonal products such as Christmas décor or limited-time themed items.

3. Exchange After 30 Days

If more than 30 days have passed since your order was delivered, we may still offer an exchange, at our discretion, for another item of equal value, within a total of 60 days from the delivery date.

4. Defective or Damaged Items

If you receive a faulty or damaged item:

• Contact us within 30 days of delivery to request a full refund or replacement.

• If the defect is reported between 30 and 180 days after delivery, we will attempt to repair or replace the item.

• If a replacement is not possible, a store credit will be issued.

5. How to Return

To initiate a return, please contact our customer service:

Email: contact@urbantend.com

6. In-Store Purchases (If Applicable)

If you've purchased from a physical location, please retain your receipt. Only exchanges are allowed within 30 days, and the item must be unused and in original condition.

Note: Urbantend reserves the right to refuse returns that do not comply with the conditions above.