If you are unhappy with your online purchase for any reason, we will gladly exchange on full price, unworn, undamaged and unopened products returned to our online store within 14 days of the purchase date. Please contact our Customer Care team via firstname.lastname@example.org. Please note that online purchases cannot be exchanged or returned in Urban Equipment retail stores.
Returned items should include the original packaging and be in the original condition as when it was received. All items must not be used, worn, washed or altered and must have all original tags attached. Customers will be responsible for shipping and handling charges for any return/exchanges. Shipping costs are non-refundable.
We recommend sending returned parcels via registered post as we are not liable if your return is not received at our PO Box. This way your parcel will be tracked and ensure it reaches us. Please do not put the shipping label directly on the shoebox or product itself, this could have your exchange or return denied.
To the extent permitted by law, no refunds will be provided for any products purchased over the website if you simply change your mind.
Items are unable to be cancelled once purchased unless it is in accordance with these terms and conditions. Once payment has been made, no refunds will be provided for cancelled orders.
In cases where a faulty item was received, contact our Customer Care team via email@example.com within 48 hours. Please include your order number and any relevant photos regarding the issue to that we can resolve the situation as soon as possible.
Some faults may need to be assessed by the manufacturer before a refund or replacement can be issued. In this case, we will keep you updated as much as possible. We are not however, responsible for the processes and policies implemented by third party manufacturers.
If a product is deemed faulty, we will reimburse the cost of the return shipping up to $10.00 as long as a postage receipt and tracking number was included with the item of purchase. This value accounts for the postage only, the customer will be responsible for the cost of packaging.
If the product fault has been assessed to be through normal wear and tear, we cannot offer a refund or exchange. The item will be returned at your expense.