Return, Refund & Cancellation Policy

Return Eligibility

You may be eligible for a replacement or refund if:

• You receive a damaged product.

• You receive the wrong item, size, or color.

• Your order arrives with missing items.

• Your order is significantly delayed beyond the estimated delivery period.

To qualify for a refund or replacement request:

• Claims must be submitted within 15 days of delivery.

• Clear photos or videos showing the issue must be provided.

• Proof of purchase and order number must be included.

Damaged Products

If your item arrives damaged or defective:

• Contact us within 15 days of delivery.

• Provide clear photo or video evidence.

• Upon verification, we will provide either a replacement or a full refund.

If only the outer packaging is damaged but the product remains functional and undamaged, claims should be submitted directly to the shipping carrier.

Incorrect or Missing Items

If you receive an incorrect item or part of your order is missing:

• Notify us within 15 days of delivery.

• Provide photos of the received item, packaging, and shipping label.

• Once verified, we will arrange a replacement or issue a refund.

Order Delays

If an order has not been shipped within the expected processing period or exceeds the maximum delivery timeframe due to supplier issues, customers may request cancellation and receive a refund.

Please note that delays may occur during holidays, peak seasons, customs inspections, weather disruptions, or carrier-related issues.

Lost Packages

If tracking shows "Delivered" but the package cannot be located:

• Customers must first contact the shipping carrier.

• We may request a non-delivery certificate or carrier investigation report.

• Refunds or replacements will be reviewed on a case-by-case basis.

Order Cancellations

Orders may be cancelled for a full refund before they enter processing.

Once an order has been processed or shipped, cancellation requests cannot be guaranteed.

Non-Returnable Items

We do not accept returns or refunds for:

• Change of mind purchases.

• Incorrect product selection by the customer.

• Normal wear and tear.

• Personalized or custom-made products.

• Items returned without prior approval.

Return Shipping

Where a return is approved:

• Customers must follow the return instructions provided by our support team.

• Return shipping costs may be covered by us if the error was caused by our supplier or fulfillment partner.

• Unauthorized returns will not be accepted.

Refund Processing

Approved refunds will be issued to the original payment method.

Please allow 5–10 business days for the refund to appear, depending on your financial institution.

Contact Us

For all refund, return, or replacement requests, contact:

Email: customercaremyurbanelegance@gmail.com