Refund and Return Policy

Effective Date: September 17, 2024

At UrbanGents, we strive to provide high-quality products and excellent customer service. If you are not fully satisfied with your purchase, we are here to help. Below is our policy for returns and refunds.

1. Return Policy

  • Eligibility for Returns: You may return any item within 30 days of receiving your order, as long as the item is in new, unused condition with all original tags and packaging intact.
  • Non-Returnable Items: The following items are non-returnable:
    • Sale or clearance items
    • Gift cards
    • Customized or personalized items
  • How to Initiate a Return: To start a return, please contact us at [email protected] with your order number and reason for the return. We will provide you with the return instructions and shipping address.

2. Return Shipping Costs

  • Customer Responsibility: Customers are responsible for return shipping costs unless the return is due to an error on our part (e.g., wrong or defective item).
  • Shipping Carrier: We recommend using a trackable shipping service for returns, as we cannot guarantee that we will receive your returned item without tracking.

3. Refunds

  • Refund Process: Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If your return is approved, your refund will be processed, and a credit will be automatically applied to your original method of payment within 5-7 business days.
  • Partial Refunds: In certain situations, only partial refunds are granted (if applicable):
    • Items returned in a condition different from their original state (damaged, missing parts, etc.).

4. Late or Missing Refunds

If you haven’t received a refund after the estimated processing time, please follow these steps:

  1. Check with your bank or credit card company: Sometimes refunds take time to be officially posted.
  2. Contact us: If you’ve done all of the above and still have not received your refund, please contact us at [email protected], and we will assist you in resolving the issue.

5. Exchanges

  • Exchange Eligibility: We offer exchanges for items of a different size or color. If you would like to exchange an item, please contact us at [email protected] with your order details. The same eligibility rules apply for exchanges as they do for returns.
  • Stock Availability: Exchanges are subject to stock availability. If the item you wish to exchange is not available, we will provide you with a refund or alternative options.

6. Defective or Incorrect Items

  • Our Error: If you received a defective or incorrect item, please contact us immediately at [email protected]. We will provide a pre-paid return shipping label and arrange for a replacement or full refund.

7. International Returns

  • International Shipping Costs: Customers returning items from outside the United States are responsible for return shipping fees. International returns must also comply with our 30-day return window.
  • Customs and Duties: UrbanGents is not responsible for any customs or duties that may apply to international returns.

8. Contact Us

If you have any questions or need further assistance with your return or refund, please feel free to contact us:

  • 📧 Email: [email protected]
  • 📞 Phone: 607-569-1346
  • 📍 Address: 3488 Frosty Lane, Hammondsport, New York, United States

We are happy to help you Monday through Friday, from 9:00 AM to 6:00 PM (EST).