Refund policy

URBAN LOV’S RETURNS & REFUND POLICY

Refund Policy

At Urban Lov, our motor and main goal is your total satisfaction with your purchase, but if you are not fully satisfied with it, we will kindly accept returns on products only in perfect conditions and that are not sale or clear items.

Our policy lasts 15 days and to be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items: 
Gift cards 
Sale products
Customized products

Please do not send your purchase back to us before to request a refund, Email us your return request at meetme@urbanlov.love indicating the order or invoice number, which items you want to return and the reason for return.

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 you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days, commonly 5 to 10 business days.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

There are certain situations where only partial refunds are granted (if applicable) 
Any item not in its original condition is damaged or missing parts for reasons not due to our error, any item that is returned more than 15 days after delivery

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next, contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at meetme@urbanlov.love.

Returning Or Exchanging Defective/Damage Items (If Applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at meetme@urbanlov.love 

All claims regarding defective/damaged orders must be reported prior to shipping return items. Please email us at meetme@urbanlov.love including the following information:

• Describe the defect or damage
• Let us know if you would like a replacement or refund.
• Upload a photo if the item is damaged.

Once we receive and confirm the damage, we will process a prepaid return shipping label to the email address on file. Please affix the prepaid return label and write your order number on the return package. If available, the correct item will be shipped to you free of charge.

Please remember that our products are handmade by artisans, so minimal imperfections could be found without compromising its uniqueness, beauty, functionality, and durability.