Refund policy
This Return, Exchange & Refund Policy applies to purchases made through the Urbanluxeae online store (hereinafter referred to as “we,” “us,” or “our”). We are committed to providing customers with a simple and transparent process for managing product returns, exchanges, and refunds.
1. Return & Exchange Eligibility Period
Customers may request a return or exchange within 14 days from the date of delivery.
Requests submitted after this timeframe may be reviewed depending on the specific circumstances and the condition of the product.
2. Return and Exchange Requirements
A return or exchange request may be accepted in the following situations:
- The item is received damaged or has visible defects;
- The product has quality issues or does not function properly;
- The received item differs from the order details;
- The wrong product, size, model, or quantity was delivered;
- The product has noticeable odor, appearance issues, or other significant concerns;
- The customer requests a return based on personal preference.
Customers are encouraged to keep the product, packaging materials, and included accessories in good condition until the request is completed.
3. Return Process
To begin a return request, please contact our customer service team and provide:
- Order number;
- Proof of payment or purchase information;
- Return reason;
- Relevant photos or videos of the product when necessary.
After receiving your request, our team will review the information and provide return instructions if the request is approved.
Each order includes a return label that is shipped together with the product inside the original package. Customers should attach the provided return label securely to the outside of the return parcel before shipping the item back.
After the returned product is received, we will inspect the item to confirm that it meets the return requirements. Once approved, the refund process will be initiated.
4. Exchange Process
If you would like to exchange an item, please contact our customer service team with your order details and exchange reason.
After approval, we will provide the necessary return instructions.
Once the original product has been received and inspected, the replacement item will be arranged and shipped within 1–3 business days. Customers will receive a shipping notification after the replacement order is dispatched.
5. Refund Processing
Once the return has been confirmed and approved, refunds will be processed within 1–3 business days.
The time required for the refund to appear may vary depending on the customer’s payment provider or financial institution.
6. Return Shipping Costs
Covered by Us
We will cover return shipping costs when the return is related to:
- Product damage;
- Manufacturing defects;
- Incorrect shipment;
- Quality-related issues;
- Items that do not match the original order.
Covered by Customer
For returns requested due to personal preference or reasons unrelated to product quality, return shipping costs will be the customer’s responsibility.
No additional handling fees will be charged for approved returns or exchanges.
7. Additional Return Information
Please package all returned items carefully to prevent damage during transportation.
Returns should only be sent to the return address provided by our customer service team after approval.
Incomplete order details or incorrect information may cause delays in processing.
If any unexpected issues occur during the return process, we will work with customers to help resolve the situation efficiently.
8. Contact Us
For any questions regarding returns, exchanges, or refunds, please contact us:
Address: 3026 Beacham Dr, Waterford MI 48329, United States
E-mail: assist@urbanluxeae.com
Telephone：+1 (313) 213-4369
Opening hours: Monday to Friday, 9:00 a.m. to 6:00 p.m. (CTZ)