At Urbisunt SL, we do everything we can to ensure you are happy with your purchase, but we know that sometimes a product is just not right. You may contact us «email@example.com» within 48 hours after the delivery. Returns sent back are subject to inspection and must be resellable. Items returned outside the 48 hour approval will not be refund and discarded/donated.
100% accepted is items that are incorrectly shipped or damaged in transit.
We are always striving to make the Return, Refund and Exchange processes as easy and hassle-free for you as possible.
Note : if item is not in stock/sold-out or order payment is not received. Please don’t hesitate in creating new order, unless we suggest you otherwise. We regret any inconvenience to our esteem customers to follow this practice that’s essentially needed to maintain our fast order processing track!
Free return shipping is NOT provided. Items must be returned in NEW (unused, untested, without any writing/printing/taping/sticker on box and resalable) condition, in the original manufacturer packaging, with all accessories, kit components, promotional items and instruction manuals included. For your protection, Merchandise must be insured for the full purchased value and safely wrapped to prevent damage during the transit.
Generally, as a “rule-of-thumb» you return the items to us the same way we sent them to you – in the same condition and with all the original contents.
We do not accept returns or exchanges on customized orders. All charges related to the return of items to Urbisunt SL is the responsibility of the customer. If we suspect you’re abusing the return policy (for example by returning products on multiple occasions or on a seasonal basis), we reserve the right to refuse your return.
Please note that all items purchased on SALE are final and cannot be returned, exchanged or refunded regardless of purchase date.
A refund is given once returned Merchandise is received at our Return Center, inspected and confirmed it is in acceptable return condition. We will notify you via email once return is received and will advise regarding refund/store credit process.
A refund or exchange will not be processed for products that do not meet exchange or refund criteria or if the return request is received after 48 hours after the delivery date.
Shipping charges selected at checkout are non-refundable. We also unable to offer refunds for any fees imposed by an entity other than Urbisunt SL, such as shipping, customs or brokerage fees.
Refunds usually take about 1/2 weeks. A refund will be credited back to your original method of payment (minus shipping & restocking fee).
PS: Full Refund Policy – We refund full amount (we receive) for the orders cancelled due to ordered item sold-out, ordered item color/size unavailability, or customer requests made well before order processed for shipment.
A restocking fee of 20% will be applied to every returned order.
We can’t accept exchanges.
A restocking fee of 20% will be applied to every returned order.
EXCHANGES IN CASE OF SHIPPING DAMAGE
If item has been damaged during the transit, we will replace it at our expense. In case no replacements are available, refund will be issued. Please note, an insurance claim will be filed by the suppliers however it is important to contact us within 2 days to send proof of damages. No exceptions. No refunds or replacement will be issued if proof of damage is not provided. A damaged item returned for a replacement may be repaired or exchanged at Urbisunt SL discretion. See Shipping Damage and Lost Packages for more information.
RETURN AND EXCHANGE INSTRUCTIONS
Urbisunt SL created a hassle-free Return and Exchange process with step-by-step guidelines for your convenience. The process is simple providing you follow the instructions.
To return or exchange an item, please follow these simple steps:
– Contact our customer service department by sending an email to «firstname.lastname@example.org» to obtain a Return Merchandise Authorization (RMA) number. No return or exchange will be accepted without an RMA Number.
– Pack the Merchandise securely using original packing material. Please note that we do not accept Collect on Delivery (COD) shipments. Follow our instruction to ship through UPS or USPS service with delivery notification. Using one of these two shipping methods will make shipment tracking possible.
– Please insure the package for the full value of the merchandise. The merchandise is still your property until it reaches our warehouse and we are not responsible for any shipping damages occurring at this point. Please include all the contents such as accessories and instruction manuals that came in the original order.
Please note that we are NOT responsible for lost or stolen returned merchandise.
You will get a notification as soon as the return has been processed.
All returns are processed within 1- 2 weeks of the receipt of returned merchandise.
SHIPPING DAMAGE AND LOST PACKAGES
Inspect merchandise immediately upon delivery before the carrier leaves.
If you detect visible physical damage or missing items, refuse the package.
Contact us immediately if damage has been detected.
If you receive damaged merchandise or do not receive it at all, the carrier will need to conduct an investigation.
Please notify us immediately about the problem within 2 business days of receipt. DO NOT discard the shipping carton/envelope and packaging to facilitate the investigation process if necessary.
All claims are usually processed within 2 weeks from the time of initiation. If the carrier claims responsibility for the lost or damaged item, insurance reimbursement will be issued to Urbisunt SL and a replacement item will be sent to you.
In most instances, your order is processed and shipped the same day so you get it quickly. Therefore, there is no way to cancel an order once it has been submitted. Please order carefully.
Unfortunately we are unable to cancel your order once it has been processed at our warehouse. Please be advised, if you no longer wish to receive this order we suggest you mark the package RTS (Return to Sender) and refuse the order at time of delivery. Please note that the shipping box must remain sealed to refused an order. Shipping costs are not refundable and we will have to apply a 20% restocking fee on all returned items.
If you have any questions or concerns about your order, please do not hesitate to contact Urbisunt SL.