No Refunds, Exchanges Only
At Urban + Upmarket we strive to provide high-quality products that meet your expectations. We understand that sometimes, despite our best efforts, defects may occur. In such cases, we offer an exchange-only policy for defective items to ensure your complete satisfaction. Please take a moment to familiarize yourself with our policy below:
Exchanges for Damaged or Defective Items:
- Timeframe: We only offer exchanges for items that arrive damaged or defective. If you receive an item with damage or a defect, please contact us within 15 days of receiving the item to initiate the return or refund process.
- Verification: To qualify for an exchange, the item must be genuinely defective and not the result of mishandling, misuse, or normal wear and tear. Please inspect the item thoroughly upon delivery.
- Evidence: We will request photographic or video evidence to assess the nature of the defect and determine eligibility for an exchange.
- Returned items must have tags on and be returned in the original product packaging.
- Returned items must have no visible signs of wear or use, must be free of smells, unwashed, unworn and returned in the original purchased state.
- We do not provide returns or refunds for undamaged items if you change your mind about your purchase.
- We encourage customers to review product descriptions and measurements carefully before making a purchase to ensure the item meets their needs.
Initiate an Exchange:
- To exchange a damaged or defective item, please contact our customer service team to initiate the return process.
- Our team will review your request promptly. If your return is approved, we will provide you with further instructions for the exchange process.4.
- Once we receive the returned item and verify the damage or defect, we will issue a store credit or send a replacement item, depending on your preference.
- To return a damaged or defective item, please contact our support team for a return address.
- After sending the return, please provide us with a tracking link or shipping receipt to facilitate the refund process.
- As per our policy, if you wish to exchange an item, please be aware that return shipping costs will be the responsibility of the customer.
We value your satisfaction and are here to assist you throughout the return process. If you have any questions or need support, please don't hesitate to reach out to our customer service team.