Refund policy
At Urbll, we strive to provide our customers with the best shopping experience possible. We understand that sometimes a product may not meet your expectations or needs. Therefore, we have established the following refund policy to ensure a fair and transparent process for handling returns and refunds.
1. Eligibility for Returns: Customers have a period of 5 days from the date of receiving the item to request a return. To be eligible for a return, the following conditions must be met:
- The item(s) must be unopened and in original condition. This means that the product must be unused, undamaged, and in its original packaging with all included accessories, manuals, and labels.
2. Return Process: To initiate a return, please follow these steps:
- Contact our customer support team within the 5-day return window by using our chat feature, or at info@urbll.com. Please provide your order number and a detailed reason for the return request.
- Once your return request is approved, you will receive further instructions on how to return the item(s). Please ensure that the product is securely packaged to prevent any damage during transit.
3. Return Shipping Costs: Customers are responsible for paying the return shipping costs. We recommend using a trackable and insured shipping method to ensure the safe return of the item(s). The cost of return shipping will not be reimbursed by urbll.com.
4. Restocking Fee: All returns are subject to a 15% restocking fee. This fee will be deducted from the total refund amount.
5. Refund Method: Refunds for eligible returns will be issued in the form of an urbll.com gift card. The gift card will be sent to the email address associated with your account.
6. Exclusions: Please note that certain products or categories may be excluded from our refund policy. These exclusions will be clearly stated on the product page.
7. Damaged or Defective Items: If you receive a damaged or defective item, please contact our customer support team immediately. In such cases, we require proof of damage in the form of a photo or video. If your order qualifies, we will provide instructions on how to return the item for a replacement or refund, and we will cover the return shipping costs in such cases.
8. Contact Us: If you have any questions or concerns about our refund policy, please don't hesitate to contact our customer support team at info@urbll.com.
By making a purchase on urbll.com, you agree to abide by this refund policy.
Please review this policy carefully before making a purchase. We reserve the right to update or modify this policy at any time, so please check this page periodically for any changes.
Last Updated: 11/21/2023