Refund policy

1. Timeframe for Refunds and Returns

* 30-Day Policy: The customer must report the issue within 30 days of receiving the delivery. Requests made after this period will not be considered for refund or exchange.

* Returns: We generally do not accept direct returns due to high international shipping costs and timeframes. If a return is absolutely necessary, the customer must bear the international shipping costs to send the item back to our supplier's warehouse in China.

2. Acceptable Reasons for Refund and Resend

We will offer a full refund, partial refund, or product resend in the following situations:

* Damaged Product : Full refund or resend of a new product upon providing clear photo or video proof of the damaged.

* Incorrect/Wrong Item : If the wrong product, color, or size was sent, a partial refund or resend will be offered.

* Lost in Transit: If the tracking information confirms non-delivery after 60 days (45 days for the US) from the shipping date, a full refund or resend will be provided.

* Missing Parts: If essential components of the product are missing, we will either resend the entire product or issue a partial refund. |

3. Unacceptable Disputes/Exclusions

We are not obligated to offer a refund or resend in the following cases:

* Customer Error: If the customer mistakenly ordered the wrong product or size.

* Delivered Status: If the tracking information confirms the package was successfully delivered (even if the customer claims they did not receive it—in this case, proof from the local postal service is required).

* Shipping Alert Issues: If delivery fails due to an incorrect or incomplete address provided by the customer, and the customer fails to contact the local postal service.

* Minor Packaging Issues: Minor scuffs or slight creases on the external packaging.

4. How to Initiate a Dispute

The customer must contact us via email or contact form and provide the following information:

  • Order Number.
  • Detailed description of the issue.
  • Proof of the issue: Clear photos or a short video of the damaged product.

Please Contact Us At,

  • Contact Number : +44 7438 478125
  • Email: urbanheaven.co.shop@gmail.com
  • Physical address: 244 Winchester House Bond Way, Bracknell,RG12 1LE, United Kingdom.