Return & Refund Policy

At Urbanista Store, your satisfaction is our top priority. We take great pride in the quality of our products and strive to ensure that every order meets your expectations. However, we understand that sometimes things don’t go as planned. If you’re not entirely satisfied with your purchase, we’re here to make the return and refund process as smooth and transparent as possible.

Return Eligibility

You may request a return within 14 days from the date you receive your order. To qualify for a return, the item must meet the following conditions:

  • The item must be unused, unworn, and in the same condition as when it was received.

  • The item must be returned in its original packaging, including all tags, protective coverings, dust bags, manuals, or accessories that came with it.

  • Proof of purchase, such as an order confirmation or receipt, must be provided.

Please note that final sale, customized, or clearance items are non-returnable and non-refundable unless they arrive damaged or defective.

How to Request a Return

To initiate a return, please contact our customer support team at info@theurbanista.store within the return period. Include the following details in your message:

  • Your full name and order number

  • The item(s) you wish to return

  • A brief reason for return

  • Photos (if applicable) to help us assess the issue

Once your return request has been carefully reviewed and approved by our support team, you’ll receive a confirmation email with return instructions. Please make sure to pack your item securely in its original packaging (if possible) and include any related accessories or documentation.

We recommend using a trackable shipping service to ensure your return reaches us safely. Once we receive and inspect the returned item, we’ll notify you about the next steps regarding your refund or exchange.

Return Shipping Costs

Customers are responsible for return shipping costs, except in cases where the item received is defective, damaged, or incorrect.
We recommend using a trackable shipping method or purchasing shipping insurance, as we cannot guarantee receipt of your returned item without proof of delivery.

Refund Process

After we receive your returned item, our quality assurance team will inspect it to ensure it meets the return conditions stated above.
If approved, your refund will be processed within 5–7 business days to the original payment method used during checkout.

Please note:

  • Original shipping fees (if any) are non-refundable.

  • Depending on your bank or credit card provider, it may take additional time for the refund to appear in your account.

Once the refund is issued, you will receive an email confirmation.

Damaged, Defective, or Incorrect Items

If you receive a product that is damaged, defective, or not what you ordered, please contact us within 48 hours of delivery.
Provide your order number and clear photos of the product and packaging. Our team will review the case and offer one of the following solutions:

  • A replacement item sent to you at no additional cost, or

  • A full refund, depending on your preference.

We kindly ask that you do not discard the damaged item or its packaging until we have confirmed the next steps.

Late or Missing Refunds

If you have not received your refund after 7 business days from approval:

  1. First, check with your bank or credit card company, as processing times can vary.

  2. If you’ve done this and still haven’t received your refund, please contact us at info@theurbanista.store  Our support team will assist you promptly to resolve the issue.

Contact Us

If you have any questions or need further assistance regarding your return or refund, please don’t hesitate to reach out to our customer support team at info@theurbanista.store