At UrbanShack, we strive to ensure a smooth and satisfactory shopping experience. This Refund Policy explains the circumstances under which refunds may be issued.
1. Refund Eligibility
Refunds may be considered under the following circumstances:
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An order is cancelled before dispatch and the payment has already been made.
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A product arrives damaged or defective and qualifies for a refund after inspection.
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An incorrect product has been delivered and a suitable replacement is unavailable.
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An approved return meets the conditions outlined in our Return & Exchange Policy.
2. Refund Approval
All refund requests are subject to review and approval by UrbanShack. Returned products may be inspected before a refund is authorized.
3. Refund Method
Approved refunds will generally be processed through the original payment method or another mutually agreed payment method.
4. Refund Processing Time
Once approved, refunds will be initiated within 7–14 working days. The actual time required for the amount to reflect in your account may depend on the relevant bank or payment provider.
5. Cash on Delivery Orders
For Cash on Delivery orders, approved refunds will be arranged through a mutually agreed bank transfer or other suitable payment method.
6. Non-Refundable Situations
Refunds will generally not be issued for:
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Products damaged due to customer misuse or improper handling.
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Items that have been worn, washed, or altered.
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Products that do not meet the eligibility requirements of our Return & Exchange Policy.
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Orders returned without prior approval.
7. Shipping Charges
Original shipping charges may be non-refundable unless the return or refund is due to an error, defect, or issue attributable to UrbanShack.
8. Order Cancellation
Orders may be cancelled before dispatch, subject to confirmation. Once an order has been dispatched, cancellation may no longer be possible.
9. Contact Us
For refund-related questions or assistance, please contact our customer support team with your order number and relevant details.