Refund Policy
At Urban Tactiles, we want you to be completely satisfied with your purchase. We understand that sometimes a product may not meet your expectations. This refund policy outlines the circumstances under which we can offer refunds or exchanges.
1. Eligibility for Refunds or Exchanges
We can offer refunds or exchanges in the following situations:
a) Damaged or Defective Items: If you receive a damaged or defective item, we will gladly replace it or provide a full refund.
b) Wrong Item Received: If you receive an item different from what you ordered, we will send you the correct item or provide a full refund.
c) Lost Packages: If your package is lost during shipping, we will send a replacement or provide a full refund.
2. Conditions for Refunds or Exchanges
To be eligible for a refund or exchange:
a) The request must be made within 30 days of the delivery date.
b) The item must be unused and in the same condition that you received it.
c) For damaged or defective items, or if you received the wrong item, please provide clear photos showing the issue.
3. Non-Refundable Items
Please note that we cannot offer refunds or exchanges for:
a) Items that have been worn, washed, or altered in any way.
b) Items where the issue is due to user error or misuse.
c) Items where you’ve changed your mind about the color, size, or design (unless the item is damaged, defective, or incorrect).
4. Refund Process
To request a refund or exchange:
- Contact our customer service team at urbantactilesbrand@gmail.com with your order number and the reason for your request.
- Our team will review your request and may ask for additional information or photos.
- If your request is approved, we will provide instructions for returning the item (if necessary).
- Once we receive the returned item or confirm the issue, we will process your refund or send a replacement.
5. Refund Timeframe
After we receive and process your return, refunds typically take 5-10 business days to appear on your original payment method.
6. Return Shipping
In cases where the return is due to our error (damaged, defective, or wrong item), we will cover the cost of return shipping. In other cases, the customer is responsible for return shipping costs.
7. Exchanges
For exchanges (e.g., different size or color), we will treat this as a return and a new order. We will refund your original purchase once we receive the return, and you can place a new order for the desired item.
8. Cancellations
Due to our quick production times, we cannot guarantee cancellations once an order is placed. If you need to cancel an order, please contact us immediately, and we will do our best to accommodate your request.
9. Quality Guarantee
We stand behind the quality of our products. If you receive an item with a quality issue, please contact us within 30 days of delivery, and we will work to make it right.
10. Changes to This Policy
We reserve the right to modify this refund policy at any time. Changes will be effective immediately upon posting to our website.
If you have any questions about our refund policy, please contact us at urbantactilesbrand@gmail.com.