At Urban Charm, we want you to be fully satisfied with your purchase. If you’re not happy for any reason, we’re here to assist you. Below is our refund policy with details on how to proceed with returns and refunds.
1. Returns
- Eligibility for Return: Items must be unused, unwashed, and in their original condition with tags and packaging intact.
- Return Window: You have 30 days from the date of receipt to request a return.
- Non-Returnable Items: Certain products, including gift cards, intimate apparel, and clearance items, are not eligible for returns. Please check the product description for specific details.
2. How to Request a Return
To request a return, follow these steps:
- Contact Us: Email us at service@urbancharm.store with your order number and the reason for your return.
- Return Approval: We will provide you with return instructions and the return address. Please do not send items back without prior approval.
- Return Shipping: Customers are responsible for return shipping costs unless the item was received damaged or incorrect.
3. Refunds
- Processing Time: Once we receive your returned item and it has been inspected, we will notify you of the status of your refund via email.
- Refund Method: Approved refunds will be processed to the original payment method. Please allow 5-10 business days for the refund to appear, depending on your payment provider.
- Partial Refunds: In certain situations, partial refunds may be granted if items are not in their original condition, have missing parts, or are damaged.
4. Exchanges
We do not process direct exchanges. If you wish to exchange an item for a different size or color, return the original item and place a new order.
5. Late or Missing Refunds
If your refund has not been received after the processing time:
- Double-check your bank account or payment method.
- Contact your credit card company or bank, as processing times can vary.
- If you’ve done this and still haven’t received your refund, please contact us at service@urbancharm.store.
6. Damaged or Incorrect Items
If you receive a damaged or incorrect item, please contact us within 48 hours of receiving your order. We will provide a return label and issue a full refund or replacement at no additional cost.
7. Order Cancellations
Orders can be canceled within 24 hours of placement. If the order has already been processed or shipped, cancellation may not be possible.