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Refund and Returns Policy

At Urban Craftory, we take pride in delivering thoughtfully designed, high-quality products. Please read our Refund & Returns Policy carefully before placing an order, as it explains your rights and our procedures regarding returns, refunds, and exchanges.

By making a purchase on urbancraftory.com, you agree to the terms outlined below.

1. Custom & Personalised Products

Most UrbanCraftory products are custom-made or personalised.

  • Custom or personalised items cannot be returned or refunded once production has started
  • This includes products made to order, customised designs, names, logos, or specifications provided by the customer

Please ensure all custom details are correct before confirming your order.

2. Damaged or Defective Items

If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of delivery.

To process your request, we may require:

  • Clear photos or videos of the product
  • Order number and delivery details

Once verified, we will offer one of the following:

  • A replacement item
  • A refund (full or partial, depending on the issue)

3. Non-Custom (Standard) Products

If the item is not customised, you may request a return under the following conditions:

  • The item must be unused, undamaged, and in its original packaging
  • Return request must be made within 7 days of delivery
  • Return shipping costs are the responsibility of the customer unless the item is faulty

Once received and inspected, approved refunds will be processed.

4. Refund Processing

  • Approved refunds will be issued to the original payment method
  • Refunds are processed within 7–10 business days after approval
  • Shipping charges are non-refundable, unless the return is due to our error

Please note that bank or payment provider processing times may vary.

5. Order Cancellations

  • Orders may be cancelled only before production begins
  • Once production has started, cancellations are not possible for custom items

To request a cancellation, please contact us as soon as possible.

6. Exchanges

We do not offer direct exchanges for custom products.
For eligible standard products, exchanges may be considered subject to availability.

7. Items Not Eligible for Return or Refund

  • Custom or personalised items
  • Items damaged due to misuse, mishandling, or normal wear and tear
  • Orders reported outside the specified timeframes

8. Shipping & Delivery Issues

UrbanCraftory is not responsible for:

  • Delays caused by courier services
  • Incorrect delivery details provided by the customer

Please ensure your shipping information is accurate at checkout.

9. How to Request a Return or Refund

To initiate a return or refund request, contact us with the following details:

  • Order number
  • Reason for return or refund
  • Supporting images or videos (if applicable)

Email: support@urbancraftory.com

10. Policy Updates

Urban Craftory reserves the right to update this Refund & Returns Policy at any time. Changes will be effective immediately upon posting on this page.