Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at laishamedas62839@outlook.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at laishamedas62839@outlook.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

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 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.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at laishamedas62839@outlook.com.

At URBANOVAC, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, you may request a return in accordance with the policy below.

30-Day Return Policy

We accept eligible returns within 30 days of delivery.

To be eligible for a return, your item must:

Be returned in the same condition in which it was received.
Be unworn, unused, and free from signs of wear.
Include all original packaging, tags, accessories, and other materials supplied with the product.
Be accompanied by proof of purchase or your order information.

For footwear, we recommend trying shoes on indoors on a clean surface to avoid signs of wear.

Items that do not meet these conditions may not be eligible for a refund.

How to Start a Return

Before returning an item, please contact us at:

Email: support@urbanovac.com

Please include:

Your full name
Order number
Email address associated with the order
Item(s) you would like to return
Reason for the return
Photos if the product is damaged, defective, or incorrect

Our customer support team will review your request and provide return instructions if your return is eligible.

Please do not send a return without contacting us first.

Returns sent without authorization or to an incorrect address may not be accepted.

Return Address

Approved returns must be sent to the return address provided by our customer support team.

Do not return products to the address shown on the shipping package unless our customer support team specifically instructs you to do so.

The appropriate return address will be provided after your return request has been reviewed and approved.

Return Shipping Costs

For returns due to a change of mind, incorrect size selection, or other customer preference, the customer is responsible for return shipping costs unless otherwise stated by URBANOVAC.

If you receive an item that is damaged, defective, or different from what you ordered, please contact us before returning it. If we confirm that the issue was caused by us, we will provide an appropriate resolution and cover applicable return shipping costs.

Original shipping charges, if any, are non-refundable except where required by law or when the return results from an error on our part.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If your product is damaged, defective, or incorrect, contact us at support@urbanovac.com as soon as possible after delivery.

Please provide your order number and clear photographs showing the issue.

We will review your request and, when appropriate, arrange a replacement, refund, or other suitable resolution.

Non-Returnable Items

The following items may not be eligible for return:

Items showing signs of wear or use
Items damaged after delivery due to misuse or improper care
Items returned without their original packaging or required accessories
Gift cards
Items marked as final sale or non-returnable at the time of purchase
Personalized or customized products, where applicable

If you are unsure whether an item is eligible for return, please contact us before sending it back.

Exchanges

If you need a different size or style, please contact us at support@urbanovac.com.

Where direct exchanges are available, our customer support team will provide instructions. If a direct exchange is unavailable, you may need to return the eligible item and place a new order for the desired product.

Exchange availability is subject to inventory.

Refunds

Once we receive your returned item, we will inspect it to confirm that it meets our return requirements.

If your return is approved, your refund will be issued to your original payment method.

We will notify you once your return has been reviewed and your refund has been processed.

Please note that your bank, credit card company, or payment provider may require additional time to post the refund to your account.

Late or Missing Refunds

If you have received confirmation that a refund was issued but have not received the funds, please first check with your bank, credit card company, or payment provider.

Processing times vary between financial institutions.

If you still have questions after contacting your payment provider, please contact us at support@urbanovac.com.

Order Cancellations

If you need to cancel an order, please contact us at support@urbanovac.com as soon as possible.

We will make reasonable efforts to accommodate your request. However, we cannot guarantee cancellation once an order has entered processing or has been shipped.

If an order has already shipped, you may request a return after receiving it, subject to the eligibility requirements of this policy.

Refused or Undeliverable Packages

Customers are responsible for providing accurate shipping information at checkout.

If an order is returned to us because of an incorrect or incomplete address, refusal of delivery, or another delivery issue attributable to the customer, additional shipping costs may apply.

Any eligible refund will be handled according to the circumstances of the returned shipment and applicable law.