Refund policy

Last Updated: [June 5, 2025]

At Urban3D, we want you to be delighted with your purchase. If you're not entirely satisfied, please review our policy below.

1. Eligibility for Returns

  • You may return an item within 14 calendar days from the date of delivery.
  • Returns are accepted only if the item was damaged upon delivery and this damage was declared at the time of receiving the package from the courier. Please inspect your order carefully upon arrival.
  • Returns are also accepted for defective items or if you received the wrong item.

2. Non-Returnable Items

  • Custom orders and personalized items are strictly non-returnable and non-refundable, as they are uniquely made to your specifications. This includes items made in custom colors or with added branding.
  • Items that have been taken apart, damaged after delivery (beyond initial transit damage), or badly packaged for return will not be accepted for refund or exchange.

3. How to Initiate a Return

  • To initiate a return, please contact our customer support team at [Your Email Address] or via chat within the 14-day return window.
  • Provide your order number, details of the item you wish to return, and the reason for the return (e.g., damaged, defective, wrong item).
  • For damaged items, please include photographic evidence of the damage and proof that it was declared upon receipt.

4. Return Shipping

  • For Defective or Wrong Items: Urban Trend OOD will cover the cost of return shipping. We will provide you with a return shipping label or instructions.
  • For All Other Returns: The customer is responsible for all return shipping costs.

5. Refunds & Store Credit

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  • If approved, a full refund will be processed, and a credit will automatically be applied to your original method of payment within a certain number of days.
  • In some cases, store credit may be offered instead of a refund, but this is only if approved by management.
  • Refunds for lost or damaged packages during original transit will be issued as soon as a settlement is reached with the courier.

6. Cancellations

  • You may cancel an order within 24 hours of placing it.
  • Custom orders cannot be canceled after design approval.