We want customers to feel confident when shopping at Urbanvelle. This policy explains when products may be returned and how refunds are handled.
Return Period
Eligible products may be returned within 30 days of the delivery date.
To qualify for a return, the product must be:
- Unused and unopened
- In its original packaging
- In resalable condition
- Returned with the original seal intact
- Accompanied by proof of purchase
Supplements and Ingestible Products
For health, hygiene, and safety reasons, opened dietary supplements, gummies, capsules, powders, beverages, or other ingestible products cannot normally be returned.
An opened product may still be reviewed when:
- The item arrived damaged
- The item was defective
- You received the wrong product
- The package was already opened or unsealed when delivered
Non-Returnable Items
The following items are not eligible for return unless damaged, defective, or incorrect:
- Opened supplements or ingestible products
- Products with broken safety seals
- Used products
- Gift cards
- Clearance or final-sale products
- Personalized products
- Products returned after the return period
- Items not purchased directly from Urbanvelle
Damaged, Defective, or Incorrect Products
Inspect your order shortly after delivery.
Contact us within 7 days of delivery when an item is damaged, defective, missing, or incorrect.
Include:
- Your order number
- A description of the problem
- Clear photographs of the product
- Photographs of the packaging and shipping label
We will review the request and determine whether a replacement, store credit, partial refund, or full refund is appropriate.
Starting a Return
Before sending an item back, contact us at:
[support email]
Include your order number and the reason for the return.
Do not send a return without approval. Unauthorized returns may not be accepted or refunded.
After approval, we will provide the applicable return instructions and return address.
Return Shipping
Customers are normally responsible for return shipping costs for unwanted or incorrectly ordered products.
Urbanvelle will cover reasonable return shipping costs when we confirm that the product was damaged, defective, or incorrectly supplied.
Original shipping charges are not refundable unless required by applicable law or the return resulted from an Urbanvelle error.
Refund Inspection
Returned products are inspected after arrival.
When approved, the refund will be issued to the original payment method. Your bank, card provider, or payment service may require additional time to post the refund.
We will notify you when the return has been received and whether the refund was approved.
Exchanges
We do not guarantee direct exchanges.
The simplest option may be to return the eligible product and place a new order after the return is approved.
Order Cancellations
Contact us as soon as possible when you need to cancel an order.
Orders that have already been processed, packed, or shipped may not be canceled. Once delivered, the order will be subject to this Return and Refund Policy.
Refused and Unclaimed Packages
Orders returned because they were refused, unclaimed, or addressed incorrectly may be refunded after deducting applicable shipping, return, or carrier charges.