Refund policy

At Urbizia, customer satisfaction is important to us. If you are not completely satisfied with your purchase, please review our Refund Policy below.

1. Returns Eligibility

  • You can request a return within 30 days of delivery.
  • For change-of-mind returns, items must be unused, unopened where applicable, in their original packaging, and in resalable condition.
  • Proof of purchase, such as your order number or order confirmation, is required.
  • Return requests are subject to approval based on the condition of the item and the reason for the return.
  • Please contact us before returning any product. Do not send a return to the address shown on the original package unless instructed by our support team.

2. Non-Returnable Items

  • Gift cards
  • Personalized or custom-made products
  • Items marked as final sale
  • Opened or used personal-care, hygiene, or similar products where returns cannot be accepted for health or safety reasons, except when the item is defective, damaged, or incorrect

3. Change-of-Mind Returns

  • To request a return, contact our support team at info@urbizia.com within 30 days of delivery.
  • Please include your order number and the reason for your return request.
  • Once your return is approved, our support team will provide the appropriate return instructions.
  • For change-of-mind returns, return shipping costs are the responsibility of the customer.
  • Original shipping charges are generally non-refundable, unless the return is due to an error on our part or otherwise required by applicable law.

4. Damaged, Defective, Incorrect, or Missing Items

  • If your item arrives damaged, defective, incorrect, or with missing parts, please contact us within 7 days of delivery.
  • Please provide your order number along with clear photos or videos showing the issue, including the product, packaging, and shipping label where applicable.
  • After reviewing the claim, we may offer a replacement, reshipment, or refund, depending on the circumstances.
  • For approved damaged, defective, or incorrect-item claims, customers will not be required to pay return shipping when a return is required.
  • In some cases, a return may not be necessary. Please wait for instructions from our support team before sending the product anywhere.

5. Refund Process

  • Once an approved return is received and inspected, or an eligible refund claim is approved, we will issue the refund to your original payment method.
  • Refunds generally appear on your original payment method within 5-10 business days after they are issued.
  • Processing times may vary depending on your bank, credit card company, or payment provider.
  • If a returned item does not meet the eligibility requirements outlined above, the refund may be declined.

6. Exchanges and Replacements

  • If you receive a damaged, defective, or incorrect item, contact us within 7 days of delivery so we can review the issue and arrange an appropriate replacement or resolution.
  • For size, color, preference, or change-of-mind exchanges, please contact our support team to confirm eligibility and available options.

7. Lost or Undelivered Orders

  • If your order has not arrived within the expected delivery timeframe, please contact us at info@urbizia.com.
  • We may ask you to confirm your shipping address, check with the local carrier, or provide additional information before approving a refund or replacement.
  • If tracking shows the package as delivered but you cannot locate it, please contact the carrier and our support team as soon as possible so the delivery can be investigated.

8. Late or Missing Refunds

  • If you have not received your refund after 10 business days from the date it was issued, please first check with your bank or payment provider.
  • If there is still an issue, contact us at info@urbizia.com and we will assist you.

9. Order Cancellations

  • Orders may be cancelled for a full refund before fulfillment or processing has begun.
  • We process orders quickly, so cancellation requests are not guaranteed once an order has entered processing.
  • Once an order has been processed or shipped, it generally cannot be cancelled. You may request a return after delivery if the order meets our return eligibility requirements.

10. Important Return Instructions

  • Do not return an item without first contacting Urbizia.
  • Return addresses may vary depending on the product and fulfillment location.
  • Items returned to an unauthorized address may not be eligible for a refund.

11. Consumer Rights

Nothing in this Refund Policy limits any rights you may have under applicable consumer protection laws.

For any return, refund, replacement, or cancellation inquiries, please contact us at info@urbizia.com and include your order number so we can assist you as quickly as possible.