Return/Refund/Cancellation Policies - Global
Last Updated: 10 November, 2024
At The Urban Elan, we strive to ensure that you are completely satisfied with your purchase. If you are not happy with your order, we are here to assist you!
1. Returns
1.1 Eligibility for Returns
To be eligible for a return, your item must meet the following conditions:
- Return Window: Items must be returned within 14 days of receipt for international orders.
- Condition: Items must be unworn, unwashed, unused, and in their original condition with all tags attached.
- Exclusions: Items marked as final sale, gift cards, or customized products are not eligible for return.
1.2 How to Initiate a Return
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Contact Us: Email us at theurbanelan@gmail.com with:
- Your order number.
- The reason for your return.
- Pictures of the product you wish to return.
- An UNBOXING videoof the product, which is mandatory to process your return request.
- Approval:
- Once we review your request, we will send you instructions on how to return your item.
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Return Shipping:
- You are responsible for covering the cost of return shipping, unless the item is defective or we made an error with your order.
1.3 Return Shipping Costs
- International Returns: Please use a trackable shipping method and retain the tracking information for your records.
- Customs and Duties: Any customs duties, taxes, or additional fees incurred when returning an item are the responsibility of the customer.
2. Refunds
2.1 Refund Process
After receiving and inspecting your return, we will notify you of the approval or rejection of your refund:
- Approved Refunds: If your refund is approved, it will be processed, and a credit will automatically be applied to your original method of payment within 10-14 business days.
- Bank Processing Times: Please note that your bank or credit card company may take additional time to post the refund.
2.2 Refunds for Cash on Delivery (COD) Orders
- For international COD orders, refunds will be processed to your bank account or via an alternative method, such as PayPal or international bank transfer. Please provide your bank account details when you initiate the return.
2.3 Non-Refundable Items
- Shipping Costs: Original shipping charges are non-refundable.
- Customs and Duties: Any customs or import duties paid are non-refundable.
3. Exchanges
We do not offer direct exchanges. If you need a different size or color, please:
- Return the original item by following the return procedure.
- Place a new order for the desired item on our Website.
4. Damaged or Defective Items
We apologize if you have received a damaged or defective product. Here’s how to proceed:
- Report the Issue: Contact us at theurbanelan@gmail.com within 5 days of receiving your order.
- Provide Details: Include photos and a description of the damage or defect.
- We will review your case and work with you to resolve the issue as quickly as possible, including offering a replacement or a full refund as necessary.
5. Order Cancellations
5.1 Cancellation Policy
- Within 24 Hours: You may cancel your order within 24 hours of placing it for a full refund. Send your cancellation request to theurbanelan@gmail.com with your order number.
- After 24 Hours but Before Shipping: If you cancel your order after 24 hours but before it has shipped, a cancellation fee of $10/€10 will be deducted from your refund.
- Orders Already Shipped: Once an order has been shipped, it cannot be canceled. You may return the item according to our return policy once it arrives.
5.2 Cancellation of Pre-Order Items
- Pre-orders can be canceled at any time before they are shipped. A full refund will be issued if canceled within the 24-hour window; otherwise, standard cancellation fees apply.
6. Fake or Incorrect Products Returned
The Urban Elan takes product quality and authenticity seriously. Please note:
- Authenticity Check: If a returned product is found to be fake, significantly altered, or not purchased from The Urban Elan, no refund will be issued.
- Future Restrictions: We reserve the right to deny future return requests from your account if such an incident occurs.
7. Additional Information
7.1 Customs and Duties for Returns
International customers are responsible for any customs duties, taxes, or fees incurred during the return process. If you refuse to pay these charges and the item is returned to us, the cost of these fees will be deducted from your refund.
7.2 Lost or Delayed Returns
We are not responsible for returns that are lost or delayed during shipping. Please ensure you use a trackable shipping service and retain proof of postage.
8. Cash on Delivery (COD) Policy for International Orders
We regret to inform you that Cash on Delivery (COD) is not available for any country. All purchases must be paid for in full at the time of checkout using one of our accepted payment methods, such as credit card, debit card, PayPal, or other online payment options listed on our Website.
9. Contact Us
For questions or assistance with returns, refunds, or cancellations, please contact us:
- Email: theurbanelan@gmail.com
This policy is designed to make your shopping experience as smooth as possible. We appreciate your understanding and cooperation!