Return & Exchange Policy
Return & Exchange Period
You may request a return or exchange within 30 days of receiving your order in accordance with this policy.
Return & Exchange Conditions
Returns or exchanges may be requested under the following circumstances: product appearance issues, quality issues, color discrepancies, unusual odors, items not matching the product description, or no-reason returns within the eligible period.
All returned items must be kept in reasonable condition to allow proper inspection.
Return & Exchange Process
To initiate a return or exchange, please contact our customer support team via email or phone and provide your order number, payment confirmation, reason for the request, and relevant photos or videos.
Our support team will review your request as soon as possible and inform you of the outcome. Once approved, we will provide the return address and return label.
Please ensure the item is shipped back with the provided return label to the designated address. After sending, kindly wait for the package to arrive so we can complete the inspection and verify the condition.
Return: Once the inspection is approved, the refund will be processed promptly.
Exchange: Once the inspection is approved, a replacement item will be shipped within 1–3 business days. For detailed delivery times, please refer to our Shipping Policy.
Refund Process
After the return has been confirmed and approved, refunds will be processed within 1 to 5 business days. The refund will be issued to your original payment method.
Fee Rules
If the return or exchange is due to product appearance issues, quality issues, color discrepancies, unusual odors, or items not matching the description, return shipping costs will be covered by us.
For no-reason returns or exchanges, the return shipping cost will be borne by the customer.
Disclaimer
Returns or exchanges cannot be accepted for issues resulting from improper use, human damage, or failure to properly maintain the product.
In cases of delays, losses, or other issues caused by force majeure events, we will provide reasonable assistance but cannot be held responsible for additional liabilities.
Contact Us
Address: 4 TERRACE PL, JAMESTOWN, NY 14701, US
Phone: +1 (201) 647-0482
Email: contact@urbanauraeu.com
Business Hours: Monday to Friday, 10:00 AM – 6:00 PM (Eastern Standard Time, EST)