Returns & Refunds Policy

Returns & Refunds Policy

30-Day Return Policy
We offer a 30-day return policy, meaning you have up to 30 days after receiving your item to request a return.

Return Conditions
To qualify for a return, the item must be in new condition, and returned in its original packaging with everything included. Return shipping costs are the responsibility of the customer. We do not offer free returns.

Please note that our return address is located in our warehouse in China and the address will be provided during the return process.

If you wish to return it, please contact our customer care team at contact@urbone-shop.com.

Before approving a return, we may request pictures to confirm the product remains in resellable condition. Once received, your return will be processed, and we will contact you if there are any issues.

Damages & Issues
Please inspect your order upon arrival and contact us immediately if your item is defective, damaged, or incorrect. We will evaluate the issue and work to resolve it.

Refunds or replacements will not be issued for accidental damage caused by the customer.

Refunds and replacements for manufacturer defects must be reported within 15 days of receiving the order. After this period, minor damage is considered regular wear and tear. We reserve the right to deny refunds for forcefully damaged or abused items.

If your refund is approved, it will be processed and credited to your original payment method within a specified timeframe.

Refund Process
Once we receive and inspect your return, we will notify you via email regarding the approval or rejection of your refund. If approved, the refund will be processed and credited to your original payment method within a few days. All returns are subject to a 20% restocking fee.

Missing Items
Some items may ship separately. If a part of your order is missing, please allow a few extra days for it to arrive. Missing items must be reported within 30 days of receiving your order; reports made after this period will not qualify for a refund or replacement.

Cancellations
We strive to process orders promptly. While we will do our best to accommodate cancellation requests, we cannot guarantee order cancellation once processing has begun. If you wish to cancel, contact customer support as soon as possible.

Customs & Denied Packages
Customers are responsible for import fees and taxes. If you decline to pay these fees and your order is returned to us, we will issue a refund minus all shipping and customs costs. Since we incur shipping fees twice (for sending and returning), both charges will be deducted from your refund.

Lost or Stolen Packages
If your package is confirmed lost via tracking information, we will offer a refund or replacement. However, orders marked as delivered are not eligible for reimbursement. Orders with Insured Priority shipping are fully covered, while Standard Free shipping offers partial insurance.

Please contact us if you experience any issues, and we will work to find a solution.

Late or Missing Refunds
If you haven’t received your refund yet:

- Check your bank account.
- Contact your credit card company, as processing times may vary.
- Contact your bank to check for delays. If you still haven’t received your refund, email us at contact@urbone-shop.com.

Sale Items
Only regular-priced items qualify for refunds. Sale items are non-refundable.

Exchanges
We replace items only if they are defective or damaged. To request an exchange, email us at contact@urbone-shop.com and we'll be happy to assist.

Gifts
If the item was marked as a gift and shipped directly to you, you will receive a gift credit upon return approval. If the order was sent to the gift giver, the refund will go to them.

Shipping for Returns
To initiate a return, email us for the return address. Return shipping costs are the responsibility of the customer.

For high-value returns (over €80), we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of returned items.