Return & Exchange Policy

Urbanobox is committed to your satisfaction. If you chose a product from our online store and upon receiving it, it was not as expected or it arrived with a defect, we guarantee your right to exchange or return it under the following condition:

1. Product with Defect: Within 7 (seven) calendar days from the receipt of the product.

The first step is to contact our Customer Service Center. Just click the button at the bottom of this page and request the exchange. From that moment, you will receive all the instructions on how to proceed with the product return.

Once our team receives the package, we will analyze the item to confirm that it meets the exchange or return conditions. Once confirmed, we will proceed with the process and you will have two options regarding your purchase:

• Exchange: For any other product available in our stock.
• Refund: Receive a full refund of the amount paid for the product.

General

To better serve Urbanobox customers worldwide, this Return and Exchange Policy is issued in accordance with consumer protection laws or regulations in the European Union (EU), the United States, and mainland China, as well as Urbanobox’s brand philosophy.

The Urbanobox Return and Exchange Policy covers only products purchased through our official website (https://urbanobox.com).

7-Day Satisfaction Guarantee Return Policy

If you are not satisfied with your purchase on Urbanobox.com for any reason, you have 7 days from the date of receipt (starting at 00:00 the next day) to request a return.

To qualify for a 7-day satisfaction guarantee return, all of the following requirements must be met:

Return Fees:

• According to the 7-day satisfaction guarantee return policy, customers must prepay all shipping costs.
• Refunds will be processed and paid within 4 weeks after the product is received by Urbanobox.

Your return request will be rejected by Urbanobox if:

• The return is requested more than 7 days after the date of receipt.
• All accessories, gifts, the user manual, or original packaging included in your purchase are missing or damaged in your return.
• You cannot provide a valid receipt or proof of purchase, or it is falsified or altered in any way.
• Defects or damage to the product are caused by any alterations, liquid spills, sand, oil, etc., improper installation, or use not in accordance with the user manual.
• Defects or damage to the product are caused by an accident (including but not limited to collision, fire, flood, earthquake, traffic accident).
• The returned product is not shipped within 7 days of return service confirmation with Urbanobox Customer Service.
• The returned product is not shipped according to Urbanobox Customer Service requirements.
• Other scenarios occur that do not meet the conditions of this return policy.

15-Day Easy Exchange

If there is a quality issue with the product purchased on Urbanobox.com, you have 15 days from the date of receipt (starting at 00:00 the next day) to request an exchange. You can request an exchange for a different color or exchange for a higher-priced product by paying the difference.

Note: You will not receive a refund for the price difference if you request an exchange for a lower-priced product.

To qualify for an exchange, all of the following requirements must be met:

Exchange Fees:

• Product exchange fees may vary depending on the specific circumstance.
• Shipping and handling fees, gift wrapping fees, and taxes paid (e.g., state, customs, VAT) are non-refundable.

Your exchange request will be rejected by Urbanobox if:

• The exchange is requested more than 15 days after the date of receipt.
• You cannot provide a valid receipt or proof of purchase, or it is falsified or altered in any way.
• The returned product is incomplete or has physical damage caused by human factors.
• No defect or damage to the product is identified by Urbanobox’s technical support team.
• Defects or damage to the product are caused by any alterations, liquid spills, sand, oil, etc., improper installation, or use not in accordance with the user manual.
• Defects or damage to the product are caused by an accident (including but not limited to collision, fire, flood, earthquake, traffic accident).
• The returned product is not shipped within 7 days of exchange service confirmation with Urbanobox Customer Service.
• Other scenarios occur that do not meet the conditions of this exchange policy.

Frequently Asked Questions:

1. I received my purchases, but the size doesn’t fit. What should I do?Our exchange process is very simple. You just need to check if the reason for the exchange fits into one of the following criteria:
   • Request the exchange within 7 calendar days after the date of receipt of the item.
   • The product must be in its original purchase condition: not used, washed, or ironed.
   • It must be in the original packaging.
   • The product must not show any signs of wear and tear.
   If your request meets the above criteria, just click the “CREATE TICKET” field below this screen and provide the required data for the exchange or return. We will contact you to choose between exchange options.
2. I received the product and found a defect. I want to exchange it.Urbanobox always aims for total customer satisfaction. If you received a product that fits the conditions mentioned above, send us an email to process the exchange. Please ensure that the item meets the conditions listed in question “01”. If it does, you will be eligible for an exchange.
3. Do I need to pay for the exchange?It depends. This can vary according to what happened during the delivery process of your order. We evaluate cases individually to resolve the exchange in the best possible way. Therefore, exchanges may or may not incur costs. If the received product is damaged, Urbanobox will cover the return cost. In cases where the exchange is due to dissatisfaction, such as the color of the item, the cost will be passed on to the customer.
4. I requested an exchange and would like to know when I will receive my new product.Once we receive your package, we will start a new delivery process. Therefore, the delivery time for a new purchase, which is 20 to 45 days, will apply. You will also receive a new Tracking Code to track your order on the postal service’s website.
5. I received the product but missed the exchange deadline. Can I still exchange it?Unfortunately, no. As we clearly state the exchange deadline, we cannot process exchanges after the established period. Your purchase will no longer be available in our system after the fourteen-day receipt period. Therefore, we recommend that you check the product upon delivery to facilitate the possibility of an exchange.
6. I didn’t really like my purchase, but I saw another product on the website that I liked a lot. Can I exchange it for another product?Yes, you can. If your purchase meets the criteria listed in “01”, just send an email to our Customer Service Center to request the exchange. In the exchange request, email us the link to the chosen product, specifying the color and size of the item. If the product has a higher value than the original, we will send an additional charge via EBANX. If the value is lower, we will refund the difference through EBANX. IMPORTANT: For this type of exchange, the shipping cost of the product to our distribution center in China will be the customer’s responsibility. Urbanobox will cover exchange costs only when due to defects or damage to the received product.
7. I want to request an exchange, but I moved. Can I change the address to receive the exchange at the new address?Yes, you can, but please note some conditions. You need to inform us of this change when requesting the exchange. This way, we will update your address with your new details.
8. I want to cancel, but the merchandise has already been shipped.Yes, you can, but when the merchandise arrives at your residence, you must reject the delivery! The merchandise will return to our stock, and we will refund the amount after the product arrives at our warehouse.

For any questions or further assistance, please contact us at support@urbanobox.com.