REFUND AND RETURN POLICY

Please read the below return and refund policy carefully.

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RETURNS

If you’re looking to return or exchange your order for whatever reason, we're here to help! We offer returns or exchanges within 14 days of receiving your order. You can return your product for store credit, a different product, or a refund to the original payment method.

Please note the following exceptions to our return and exchange policy:

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• Discounted items are final and cannot be returned or exchanged

• Returned items must have tags still on and be returned in original packaging

• Returned items must have no visible signs of wear or use

• Personalised items are not refundable and not exchangeable

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If more than 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

 

To be eligible for a return, your item must be unused and in the same condition that you received it, without having used it or washed it. It must also be in the original packaging and in a resalable condition.

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To complete your return, email hello@urbagofficial.com stating your order number and which items you’d like to exchange or return and the reason. Eligible customers will receive return shipping instructions. We are still too small to offer a free return policy so we will create a return shipping label and deduct the cost from the amount to be refunded. Please continue reading the below for specific instructions related to refunds and exchanges.

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REFUNDS (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed after receiving the bag(s), and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Please note you will be fully responsible for payment of all import duties and taxes associated with it, if applicable..

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EXCHANGES (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@urbagofficial.com attaching a few pictures clearly showing the issue.

Our Product Team will evaluate the case and follow up with the best solution (replacement or repair depending on the case). Goods are classified as defective or damaged if they are not of satisfactory quality, fit for purpose or as described. Please note that items which are damaged or as a result of normal wear and tear; by accident; or through misuse will not be considered faulty.

In the case that the exchange is approved, please arrange the return using your preferred local courier. Please note you will be fully responsible for payment of all return shipping costs as well as import duties and taxes associated with it.

When returning items, we strongly recommend you obtain proof of posting or the relevant courier’s airway bills and documentation. You are also advised to arrange your own insurance. We cannot accept responsibility for parcels lost or damaged in transit.

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LATE OR MISSING REFUNDS (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us by email at hello@urbagofficial.com.

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