Return & Cancellation Policy

Returns and Cancellation Policy

Not satisfied with your order?

We would love to know how we can improve!

You can return your order within 14 days of receiving it, provided it is unused, or send us a photo showing that the product is defective. We will review the photo, and in most cases we can resolve your issue without requiring a return. We will ensure that your money is refunded to your account within five business days after we receive your returned order, or after our customer service team has verified the photo.

Important: Beauty products and items purchased during sales or with other discounts cannot be returned.

Returns by Post

You have up to 14 days after receiving your order to exchange a product for another size/colour or request a refund if it has been delivered to a collection point near you.

CONTACT:
info@urbanorawellness.com

Please contact us by email first to receive the correct return address. As we have different distribution centres, we need to determine which centre your package came from based on the reason for the return.

INCLUDE THE DELIVERY FORM.

Pack the product as securely as possible in its original packaging and include a note with your order number.

As the sender, you are responsible for the return shipment. Therefore, always ask DHL for a tracking number when returning the package.

After you have sent the package, contact us at info@urbanorawellness.com if you would like a refund or a different size/colour.

Please note: Our head office is located in China. Please be aware that when returning the product, you will need to send the package to our supplier, which is located in Asia.

Shipping

Go to your nearest parcel centre, post office or parcel shop and send the package back.

Once the product arrives at our warehouse, the size/colour will be changed as soon as possible, or a refund will be arranged.

Cancellations

To cancel an order, contact us immediately at info@urbanorawellness.com.

If you cancel your purchase within 24 hours, we can issue a full refund without conditions. Otherwise, the goods must be returned to us as soon as they arrive at your address.

Shipping Costs

The customer is responsible for paying any shipping costs associated with returning a product. These costs are non-refundable.

If you receive a refund for your purchase, the return shipping costs will be deducted from your refund.

The time it takes for your exchanged product to arrive will largely depend on your location.