Refund policy

Returns & Refund Policy – Urbaneaz

“At Urbaneaz, we are committed to making your shopping experience simple, reliable, and fair from purchase to delivery.”

 

we value quality, trust, and customer satisfaction. If for any reason you are not fully satisfied with your purchase, we are here to assist you in accordance with the terms below.

Returns Eligibility

Customers may request a return within 7 days of receiving their order, provided that the item meets the following conditions:

  • The item is unused and in its original condition

  • The item is returned in its original packaging

  • The item is not damaged due to misuse, improper handling, or normal wear and tear

  • Proof of purchase is provided

For hygiene, safety, and quality assurance reasons, certain items may not be eligible for return if they have been opened, used, or are no longer in a resellable condition.

Non-Returnable Items

We reserve the right to decline returns in the following cases:

  • Items that have been used, damaged, or altered after delivery

  • Items returned without original packaging where packaging is essential to the product

  • Items returned after the stated return period

  • Clearance, promotional, or final-sale items, where stated

  • Personal care or hygiene-sensitive items, where applicable

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of delivery with clear photographs and your order details.

Once reviewed, we will assess the issue and, where appropriate, arrange a replacement, store credit, or refund.

Return Process

To initiate a return, please contact us at support@urbaneaz.co.za with your order number and reason for the return.

If your return is approved, you will receive instructions on how and where to send your item. Please do not return any item without first contacting us, as unauthorized returns may not be accepted.

Return Shipping Costs

Unless the item received is defective, damaged, or incorrect, customers are responsible for the cost of return shipping.

Original shipping charges are non-refundable unless the return is due to an error on our part.

We recommend using a trackable courier service when returning any item, as Urbaneaz cannot be held responsible for returns lost in transit.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome of your refund request.

If approved, your refund will be processed to your original method of payment within a reasonable number of business days, depending on your payment provider or bank.

Please note:

  • Refund processing times may vary

  • Original shipping fees are generally not refundable

  • Refunds may be refused if the returned item does not meet the eligibility conditions outlined above

Exchanges

We only replace items where they are defective, damaged, or incorrect, subject to review and stock availability.

If you require an exchange for an approved reason, please contact us at support@urbaneaz.co.za.

Cancellations

Orders may only be cancelled before they have been processed or dispatched.

Once an order has been shipped, it can no longer be cancelled and will instead be subject to our standard return process.

Contact Us

For any questions regarding returns, refunds, or exchanges, please contact:

Urbaneaz
Email: support@urbaneaz.co.za