Effective Date: March 13, 2025
Last Updated: March 13, 2025

Thank You for Choosing UrbanWea

We are committed to providing high-quality products and excellent service, and we hope every shopping experience is pleasant. If you are not satisfied with your purchase or if there is a quality issue, this Returns and Refund Policy outlines a convenient and transparent resolution process.

1. Policy Purpose

UrbanWea follows the principles of quality and customer experience. We promise:

• Transparent process: Clearly defined return conditions and responsibilities.

• Quick response: Simplified procedures to ensure timely handling.

• Environmentally conscious: We encourage proper handling of packaging materials.

2. Scope of Application

2.1 This policy applies to all products purchased through the UrbanWea website.

2.2 Upon receiving your order, please check:

• Whether the product matches the order (model, color, specification)

• Whether packaging, accessories, tags, and logos are intact

• Whether the item is damaged or contains defects

2.3 Exclusions:

• Products not purchased through official UrbanWea channels

• Items labeled as "Sale" or "Promotional Specials"

3. Return Conditions

3.1 Eligible Returns

• Submit your request within 30 days of delivery

• Items must be unused, in new condition, with all packaging, tags, and accessories intact

3.2 Returns Not Accepted

• Items returned after 30 days

• Customized or modified items

• Items that are visibly worn or damaged

• Non-official or altered purchases

• Products modified during production

3.3 Exchanges

Accepted for:

• Quality issues: fabric flaws, workmanship defects, logistics damage

• Shipment errors: incorrect model, size, or quantity

• Must be requested within 7 days of receipt

4. Return and Exchange Process

Step 1: Contact customer service via email to request a return or exchange. Include detailed reasons and product photos if quality is involved.

Step 2: Application review within 12 business days. Approved cases will receive return address or exchange instructions.

Step 3: Return the product with original packaging and documentation. Keep proof of shipment.

Step 4: Upon receipt and verification, the refund or exchange will be processed:

• Refunds: Processed via original payment method within 5–7 business days

• Exchanges: New item shipped within 7 business days with a tracking number

5. Transportation Policy

• For personal reason returns: You are responsible for round-trip shipping.

• For quality issues or shipment errors: UrbanWea covers shipping costs (when using designated logistics providers).

6. Refunds and Exchanges

• Refunds will be credited to the original payment method. Time may vary based on your bank.

• Exchanges will be sent with standard shipping and a new tracking number provided.

7. Special Merchandise

7.1 Customized Products:

• No returns accepted for personalized items unless defective

• Design confirmation is considered final approval

7.2 Eco-Friendly Line:

• Items with biodegradable packaging must be returned with proof of damage if applicable

• Unresellable goods may be donated for compensation via voucher

8. Dispute Resolution and Disclaimer

• Unresolved disputes may be submitted to the Hong Kong Arbitration Association.

• Force majeure delays do not constitute breach of contract

• Malicious returns may result in account suspension and legal action

9. Precautions

• Ensure items are returned in original condition with accessories

• Damaged or incomplete returns may be subject to partial deductions

• Retain shipping receipts and tracking details

10. Customer Service and Support

For any questions regarding this policy or process, contact:

• Customer Service Email: support@urbanwea.com

• Return address: Rm 101A, 1/F., Genplas Ind Building, 56 Hoi Yuen Road,
  Kwun Tong, Hong Kong

We are committed to your satisfaction and aim to provide efficient and flexible after-sales service.

This policy constitutes the complete return and refund terms of UrbanWea. Please ensure you have read and understood it before submitting a return or exchange request.