Refund policy

1. Return Eligibility

We accept returns only if:

  • You receive a damaged, defective, or incorrect product.

  • The product has a manufacturing defect.

To process any return request, you must provide an unboxing video that clearly shows:

  • The sealed package before opening.

  • The entire unboxing process without any cuts or edits.

  • The product and the issue (damage, defect, or incorrect item).

Return requests submitted without a complete unboxing video may not be eligible for approval.

2. Items Not Eligible for Return

As all products are made to order, we do not accept returns or refunds for:

  • Change of mind

  • Incorrect size ordered by the customer

  • Color preference

  • Design preference

  • Ordering the wrong product

  • Minor variations in print placement or color due to screen/display differences

  • Products that have been worn, washed, altered, or damaged after delivery

Please refer to our Size Guide before placing your order.

3. Damaged, Defective or Incorrect Products

If you receive a damaged, defective, or incorrect item, please email us within 5-7 Business Days of delivery.

Send the following to digitalproducts798@gmail.com :

  • Order Number

  • Complete unboxing video

  • Clear photos of the product

  • Brief description of the issue

Our team will review your request and respond within 24–48 Business Hours.

If your claim is approved, we will provide either:

  • A free replacement, or

  • A full refund (where applicable).

4. Refund Process

Once your return request has been approved:

  • Refunds will be processed within 5-7 Business Days.

  • The refund will be issued to your original payment method.

  • Depending on your bank or payment provider, it may take additional time for the amount to reflect in your account.

5. Exchanges

We currently do not offer exchanges for:

  • Wrong size selected by the customer

  • Design changes

  • Color preferences

  • Change of mind

Exchanges are only available if you receive a damaged, defective, or incorrect product.

6. Return Shipping

  • If the return is approved due to our error (wrong item, manufacturing defect, or damage during transit), URBANZO will bear the return shipping cost.

  • If a return is requested for any other approved reason, the customer will be responsible for the return shipping charges.

7. Order Cancellation

Orders may only be cancelled before production begins.

Once an order has entered production or has been shipped, it cannot be cancelled because each item is made specifically for the customer.

8. Contact Us

For any questions regarding your order or this policy, please contact us:

Email: digitalproducts798@gmail.com

Business Hours: 24*7

We aim to respond to all customer inquiries within 24–48 business hours.