Returns & Refunds Policy

1. Return Eligibility • Custom Orders: Due to the personalized nature of custom orders, we do not accept returns unless the item is defective or there is an error on our part.
   • Non-Custom Items: For non-custom items, returns are accepted within 14 days of receipt, provided the items are unused, in their original packaging, and in the same condition as when you received them.
2. Defective or Incorrect Items • Defective Products: If you receive a defective item or if we made a mistake with your order, please contact us within 7 days of receiving your order. We will arrange for a replacement or offer a full refund, including return shipping costs.
   • Incorrect Orders: If you receive an incorrect item, we will correct the issue at no additional cost to you. Please notify us immediately so we can resolve the problem.
3. Non-Refundable Items • Personalized Items: Items that have been customized according to your specifications are non-refundable unless they are defective or we made an error in production.
   • Sale Items: Items purchased on sale or with a discount are not eligible for return or refund.
4. How to Initiate a Return • Contact Us: To initiate a return, please contact us at customersupport@urban-craft.shop with your order number, a description of the issue, and any supporting photos. We will provide you with further instructions on how to proceed.
   • Return Shipping: For eligible returns, you will be responsible for return shipping costs unless the return is due to a defect or error on our part.
5. Refund Process • Processing Time: Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed, and a credit will automatically be applied to your original method of payment within 5-7 business days.
   • Partial Refunds: In some cases, only partial refunds may be granted, such as when items are returned in a condition different from how they were sent.
6. Exchanges • Exchanges: We only replace items if they are defective or damaged. If you need to exchange a defective item for the same product, please contact us at customersupport@urban-craft.shop.
7. Late or Missing Refunds • Delayed Refunds: If you haven’t received a refund within the expected time, please first check with your bank or credit card company, as it may take some time before your refund is officially posted. If you’ve done this and still haven’t received your refund, please contact us at customersupport@urban-craft.shop.
8. Cancellations • Order Cancellations: Orders can be canceled within 6 hours of placement. After this period, we cannot guarantee cancellation as the order may have already entered production.

This Returns & Refunds Policy ensures transparency and fairness in handling customer returns and refunds. Please contact us if you have any further questions or need assistance with your return.