Refund policy

Unopened products can come back within 30 days. Anything that arrives damaged, defective, or simply isn't what you ordered gets fixed at our expense. Opened supplement bottles can't be resold and generally can't be returned — but tell us what went wrong anyway, because we'd rather find a solution than lose you as a customer.

1. Your Return Window

You have 30 days from the date your order is delivered to request a return. Requests submitted after day 30 fall outside the window and can't be processed. The clock starts on the carrier's delivery scan, not the date you opened the box.

2. What We Can Accept

To be eligible, an item must be:

Unopened, with the manufacturer's safety seal intact
In its original packaging, with the outer film unbroken where applicable
Complete — nothing missing from a multi-pack or bundle
Traceable to a purchase made directly on urbanvelle.store

We only accept returns of goods bought from our own store. Items purchased through a third-party marketplace or reseller need to go back through wherever you bought them.

3. What We Can't Accept

For health and safety reasons, and in line with standard practice across the supplement industry, the following can't come back:

Opened, used, or partially consumed products, or any item with a broken seal
Items returned without contacting us first
Anything shipped to us after the 30-day window closed
Products damaged after delivery through storage, spillage, or handling
Final-sale, clearance, or gift-card purchases, where marked at checkout

The exception is straightforward: if a product was defective or wrong on arrival, section 5 applies instead, and the seal makes no difference.

4. Starting a Return

Don't ship anything back before you've heard from us. Unannounced packages can't be matched to an order and won't be refunded.

Email: support@urbanvelle.store with your order number and which items you'd like to return
Tell us briefly why — it helps us catch problems in our own listings
We'll reply with written authorization and the return address
Pack the items securely, ideally inside the original shipping box, and post them using a tracked service
Send us the tracking number so we can watch for the parcel

Keep your postage receipt until the refund lands. A parcel that goes missing without tracking can't be credited, since we have no way to confirm it ever left.

Authorized returns need to be postmarked within 14 days of us approving them.

5. Damaged, Defective, or Wrong Items

If your order shows up broken, leaking, past its date, sealed incorrectly, or containing something you didn't order, contact us within 7 days of delivery and include:

Your order number
A clear photo of the item, with the label visible
A photo of the outer shipping box and packing material
A sentence or two describing the problem

We'll either send a replacement or refund you in full — your call. We cover all shipping costs in these cases, and in most situations we won't ask you to mail the item back at all.

Photos matter here. They let us approve a fix immediately instead of running a lengthy investigation, and they help us pinpoint whether the fault was a supplier issue or rough handling in transit.

6. When You Get Your Money Back

Once your return arrives and passes a quick inspection, we approve the refund within 3 business days and issue it to your original payment method. There's no store-credit-only clause here — your money goes back where it came from.

Banks and card networks then need 5 to 10 business days to post the credit to your statement. That part is out of our hands. If your refund confirmation is more than ten business days old and nothing has appeared, forward us the email and we'll chase your provider with transaction references.

Original shipping charges aren't refunded on change-of-mind returns. They are refunded when the fault was ours.

7. Who Pays Return Postage

Situation	Return Shipping
Changed your mind	You
Ordered the wrong item	You
Product damaged in transit	Us
Defective or expired product	Us
We shipped the wrong thing	Us
Order arrived incomplete	Us

8. Exchanges

We don't run direct swaps. Return the original for a refund and place a fresh order for what you actually wanted — it's faster than a formal exchange, and it means you're not waiting on our inbound processing before your new item ships.

9. Canceling an Order

Email us quickly and we'll cancel anything not yet packed, refunding you in full the same day. Once a shipping label has been generated and scanned, cancellation isn't possible and the return process above takes over.

10. Refused & Undelivered Parcels

If you refuse delivery or a parcel returns to us unclaimed, we'll refund the product value once it's back in our hands. Outbound and return shipping costs incurred on those parcels aren't refundable.

11. Bundles & Multi-Packs

Discounted bundles come back as a complete set. If you return part of a bundle, the discount is recalculated and your refund reflects the standard single-unit price of whatever you kept.

12. A Note on Chargebacks

Please email us before disputing a charge with your bank. Almost every case we see is something we could have fixed in a day. A chargeback filed before you've contacted us freezes the funds, pauses our ability to help, and takes weeks longer to resolve than a simple reply to support@urbanvelle.store.