Refund policy

Refund & Return Policy

Last Updated: October 6, 2026

We want you to receive your order in proper condition. We offer a 14-day return and refund window for products that arrive damaged, defective, incomplete, or with missing items.

1. Return Eligibility

You may request a return within 14 days of receiving your order only when:

  • The product arrives damaged or defective.

  • The product is missing, incomplete, or different from what was ordered.

  • There is a genuine issue with the product that can be verified from the required evidence.

Returns are not accepted for change of mind, incorrect size selection, personal preference, normal wear, improper use, or dissatisfaction without a valid product defect or order issue.

2. Mandatory Unboxing Video

For any damage, missing-item, or defective-product claim, you must provide a complete, uninterrupted unboxing video.

The video must:

  • Clearly show the sealed package before it is opened.

  • Show the package being opened from beginning to end.

  • Clearly show the product and all included items.

  • Clearly show the reported damage, defect, or missing item.

  • Not be edited, cut, manipulated, or otherwise altered.

Photos alone may not be sufficient to approve a return or refund.

We strongly recommend recording the entire unboxing process in one continuous video immediately after delivery.

3. How to Request a Return or Refund

For any return or refund request, please email:

theurbanistoofficial@gmail.com

Your email must include:

  1. Order number

  2. Customer name and contact details

  3. A clear description of the issue

  4. The complete, uninterrupted unboxing video

  5. Clear photographs of the product and packaging, if requested

Please submit your request within 14 days of delivery.

4. Inspection & Approval

All return and refund requests are subject to verification.

The return or refund request may be rejected when:

  • The required unboxing video is not provided.

  • The video is incomplete, edited, cut, or does not clearly show the issue.

  • The reported damage appears to have occurred after delivery.

  • The product has been used, altered, washed, modified, or damaged by the customer.

  • The claim contains inconsistent, misleading, or false information.

  • The evidence does not reasonably establish that the issue existed when the package was received.

5. No Fraudulent or Fake Returns

We have a strict zero-tolerance policy for fraudulent return or refund claims.

Any attempt to:

  • Submit false damage claims.

  • Return a different product.

  • Return a used or intentionally damaged product.

  • Manipulate or edit evidence.

  • Misrepresent a missing or defective item.

  • Repeatedly abuse the return/refund system.

may result in the return or refund request being rejected and the customer being restricted from future COD, return, or refund services.

We reserve the right to take appropriate action in cases of suspected fraud or abuse.

6. Refund Process

Once a return has been approved and, where applicable, the returned product has been received and inspected, your refund will be processed.

Refunds will generally be issued to the original payment method, where applicable.

For COD orders, the refund may be processed through a suitable electronic payment method after the required customer details are provided.

Refund processing times may vary depending on the payment provider or bank.

7. Non-Returnable Situations

Returns or refunds will generally not be accepted for:

  • Change of mind.

  • Personal preference.

  • Incorrectly selected size or variant.

  • Normal product wear and tear.

  • Damage caused by improper use or handling.

  • Products that have been washed or altered.

  • Claims submitted after the 14-day return period.

  • Claims without the required proof.

  • Fraudulent, misleading, or abusive claims.

8. Important Delivery Advice

Please inspect your package carefully when it arrives. For your protection, record a complete, continuous unboxing video before opening the package.

This video may be required to verify any damage, missing item, or other delivery-related issue.

9. Contact Us

For all return and refund requests, please contact:

Email: theurbanistoofficial@gmail.com

Please include your order number and complete unboxing video with your request.

We reserve the right to verify every return and refund request to protect both our customers and our business from fraudulent claims.