Refund and Return Policy

Cancellations & Refunds

At Urban & More, we strive to provide a fair and transparent return and refund experience for our customers.

You may cancel your order any time before it ships, free of charge, unless the order is a custom, special-order, or made-to-order item. Certain exceptions may apply as described below.

For questions, please contact us at:

Customer Support: support@urbanandmore.com
Order Support: orders@urbanandmore.com
Phone: (323) 448-2549
Business Hours: 9:00 AM – 5:00 PM PST

Cancellations Before Order Ships

If you need to cancel an order, please contact us as soon as possible. If your order has not yet shipped or left the warehouse, we may be able to cancel it and issue a full refund.

To request a cancellation, contact us during business hours at (323) 448-2549 or email orders@urbanandmore.com.

Once an order has shipped or left the warehouse, it may no longer be eligible for a full refund, and return shipping fees, restocking fees, or other applicable charges may apply.

Cancellations of Custom or Made-to-Order Products

Custom, special-order, or made-to-order products cannot be canceled, returned, or refunded once the order has been placed, unless otherwise required by law.

These items may be produced specifically for your order or customized to your specifications. Once production begins, the order cannot be canceled.

All sales are final for custom, special-order, and made-to-order products.

If you are unsure whether your item is custom, special-order, or made-to-order, please contact us before placing your order.

Refunds and Returns

Returns and exchanges must be initiated within 30 days of delivery.

To be eligible for a return or exchange, products must be:

Unopened, unused, and in original condition.

Returned in the original packaging.

Complete with all parts, accessories, manuals, and documentation.

Approved by Urban & More before being shipped back.

Customers are responsible for return shipping costs unless otherwise stated or required by law.

Due to shipping, handling, and processing costs, returns may be subject to a restocking fee. Restocking fees may vary by product but are commonly up to 25% of the purchase price.

If you are exchanging your product for another item, we may be able to assist with part of the return or replacement shipping cost depending on the item and circumstances.

Refunds will be issued to the original payment method used at checkout. Once approved and processed, refunds typically take 5–7 business days to appear in your account, though processing times may vary depending on your bank or payment provider.

Shipping Times

We do our best to process and ship orders as quickly as possible.

Estimated shipping times may be listed on individual product pages or provided during checkout. Most orders are processed within 1–2 business days and delivered within an estimated 5–7 business days, unless otherwise stated.

Shipping and delivery timelines are estimates only and are not guaranteed. Delays may occur due to carrier issues, supplier delays, weather, incorrect shipping information, high order volume, or other circumstances outside of our control.

Important Delivery Inspection Requirements

By purchasing from Urban & More, you agree to inspect your package immediately upon delivery.

You acknowledge and agree that:

You must inspect the package and product upon delivery.

If there is visible damage, you should note the damage when signing for delivery, when applicable.

You must take photos of any damage to the product and packaging.

Damage claims must be reported to Urban & More within 24 hours of delivery.

You are responsible for return shipping costs and any new shipping costs related to a return or exchange, unless otherwise approved by Urban & More or required by law.

Products must be returned unopened, unused, and in original packaging to qualify for a return.

Additional restocking fees may apply.

If your order has already shipped or left the warehouse, you may not be eligible for a full refund.

Damaged Items

Please inspect your item and packaging carefully when it arrives.

If your item arrives damaged, please email support@urbanandmore.com within 24 hours of delivery with the following:

Photos of the damaged item.

Photos of the packaging and box.

The product SKU or order number.

A brief description of the damage.

Photos and videos may be required to process a damage or freight claim. Damage reported after 24 hours may not be eligible for a freight damage claim.

Visible signs of exterior damage, punctures, dents, tears, or crushed packaging must be reported within 24 hours of delivery.

Warranty

Product warranties may vary depending on the manufacturer or supplier. Please refer to the individual product page for warranty details, if applicable.

Warranty claims generally apply to defects that occur over time through normal use. Damage that occurs during shipping or delivery must be reported as a damage claim and is not considered a warranty claim if not reported within the required timeframe.

If you believe your item qualifies for warranty support, please contact us at support@urbanandmore.com with your order number, product details, and a description of the issue.

Return Shipping

Unless otherwise stated on the product page or required by law, customers are responsible for all return shipping charges, re-consignment fees, address correction fees, and any additional shipping costs caused by customer error.

Customer errors may include, but are not limited to:

Providing an incorrect shipping address.

Missing a scheduled delivery.

Refusing delivery without approval.

Ordering the wrong product.

Failing to inspect or report damage within the required timeframe.

BOGO and Promotional Offers

For Buy One, Get One “BOGO” promotions or similar offers, all promotional items must be returned to receive a full refund.

If only one item from a promotional bundle is returned, you may receive a replacement, partial refund, or store credit based on the value of the returned item and the terms of the promotion.

If the order has shipped, the customer may be responsible for return shipping charges and any applicable restocking fees.

Refunds will only be issued to the original payment method used at checkout.

Chargebacks

Our support team is available to help resolve order, shipping, return, refund, and product issues.

If you have not received your order, received a damaged item, or have another issue with your purchase, please contact us first at support@urbanandmore.com or orders@urbanandmore.com so we can assist you.

Filing a chargeback without first attempting to resolve the issue with us may delay resolution. We reserve the right to dispute fraudulent or improper chargebacks and provide order, shipment, delivery, communication, and policy records to the payment processor or financial institution.

Contact Information

For questions about returns, refunds, cancellations, damages, or warranty support, please contact us:

Company Name: Urban & More
Website: https://urbanandmore.com/
Customer Support: support@urbanandmore.com
Order Support: orders@urbanandmore.com
Phone: (323) 448-2549
Business Hours: 9:00 AM – 5:00 PM PST

Agreement

By placing an order on https://urbanandmore.com/, you acknowledge that you have read, understood, and agree to this Refund and Return Policy.

If you do not agree with this policy, please do not make a purchase through the Website.