Return Eligibility
To be eligible for a return, items must be unused, in their original packaging, and in the same condition that you received them. You must initiate the return process within 30 days of receiving your order. Items that are personalized or custom-made are not eligible for return unless they arrive damaged or defective. If you have any questions about your eligibility, please contact us.
How to Request a Return
To request a return, you must email us at [email protected]. In your email, include your order number, the item(s) you wish to return, and the reason for the return. We will respond to your request within 2-3 business days with further instructions. Please do not send your item back without first receiving confirmation from us, as this may delay the processing of your return.
Return Shipping Costs
Customers are responsible for all return shipping costs unless otherwise agreed upon. We recommend using a trackable shipping service or purchasing shipping insurance for items over a certain value. We cannot guarantee that we will receive your returned item, and you will be responsible for any loss or damage during the return shipping process. If we agree to cover the return shipping costs, we will provide you with a prepaid shipping label.
Refund Process
Once we receive your returned item, we will inspect it to ensure it meets our return eligibility criteria. If approved, we will process your refund within 5-7 business days. The refund will be issued to the original payment method used for the purchase. Please note that depending on your bank or credit card company, it may take additional time for the refund to reflect in your account.
Exchanges
We do not offer direct exchanges. If you would like a different item, please return the original item for a refund and place a new order for the desired item. This ensures that you receive the correct item in a timely manner. If you have questions about the exchange process, feel free to reach out to us via email.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at [email protected]. We may request photos of the damage for our records. If the item is confirmed to be damaged or defective, we will provide instructions for returning the item and will cover the return shipping costs. We will either replace the item or issue a full refund based on your preference.
Contact Information
For any questions or concerns regarding our return and refund policy, please reach out to us via email at [email protected]. We are here to assist you and ensure that your experience with our products is satisfactory. Please allow us 2-3 business days to respond to your inquiries. Thank you for choosing UrbanTack.