Refund policy
This Return, Exchange & Refund Policy applies to all purchases made through the Urbanluxeae online store (hereinafter referred to as “we,” “us,” or “our”). Our goal is to provide customers with a clear, straightforward, and transparent process for handling 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 period may still be considered depending on the situation and the condition of the item.
2. Return and Exchange Requirements
Return or exchange requests may be accepted under the following circumstances:
- The item arrives damaged or with visible defects
- The product has quality issues or is not functioning properly
- The item received does not match the order description
- Incorrect product, size, model, or quantity delivered
- Noticeable odor, appearance issues, or other significant defects
- Change of mind or personal preference
We recommend keeping the product, packaging, and all included accessories in good condition until the return process is fully completed.
3. Return Process
To initiate a return, please contact our customer service team and provide:
- Order number
- Proof of purchase or payment information
- Reason for return
- Photos or videos of the item (if applicable)
After reviewing your request, our team will provide return instructions if it is approved.
Each order includes a return label inside the package. Please attach this label securely to the outside of the return parcel before sending it back.
Once the returned item is received, it will be inspected to confirm eligibility. If approved, the refund process will begin.
4. Exchange Process
To request an exchange, please contact our customer service team with your order details and reason for the exchange.
Once approved, we will provide return instructions.
After the original item is received and inspected, the replacement product will be shipped within 1–3 business days. A shipping confirmation will be sent once the replacement is dispatched.
5. Refund Processing
Once the return has been received and approved, refunds will be processed within 1–3 business days.
Please note that the actual time for the refund to appear in your account may vary depending on your bank or payment provider.
6. Return Shipping Costs
Covered by Us
We will cover return shipping costs for cases involving:
- Damaged products
- Manufacturing defects
- Incorrect items shipped
- Quality-related issues
- Items not matching the order
Covered by Customer
For returns due to personal preference or non-quality-related reasons, customers are responsible for return shipping costs.
No additional handling fees will be charged for approved returns or exchanges.
7. Additional Return Information
Please ensure all returned items are securely packaged to prevent damage during transit.
Items should only be returned to the address provided by our customer service team after approval.
Incorrect or incomplete information may delay the processing of your request.
If any issues arise during the return process, our support team will assist in resolving them as efficiently as possible.
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)