Refund policy

Return Period

We offer a 14-day return period starting from the date you receive your order.

Conditions for Returns

Returned items must be:

  • Unworn and unused
  • In original condition with all labels attached
  • In the original packaging
  • Accompanied by proof of purchase or other order documentation

How to Start a Return

To request a return, please email us at:
📧 info.urbangent@gmail.com

We will send you the return address and detailed return instructions by email.
Returns sent without prior approval will not be accepted.

Return Shipping Costs

  • Return shipping costs are the responsibility of the customer
  • We recommend insured shipping with tracking

Exchanges

For a size or colour change, please return the item and place a new order.
In certain cases, we may offer a free size exchange — please contact us to check availability.

Order Cancellations

Cancellations are usually not possible, as our logistics are automated and orders are processed quickly.
In some cases, the address, size, or variant can still be adjusted shortly after placing the order — please contact us as soon as possible.

Damaged or Incorrect Items

Please check your order immediately upon receipt.
If a product is damaged, defective, or delivered incorrectly, contact us immediately at:
📧 info.urbangent@gmail.com
Please include photos and your order number so we can assist you promptly.

Exceptions – Non-Returnable Items

The following items are excluded from returns:

  • Sale or discounted items
  • Gift cards or vouchers
  • Personalised or customised products
  • Hygiene products
  • Dangerous, perishable, or flammable goods

EU Right of Withdrawal (14 Days)

If you live in the EU, you have the legal right to cancel your order within 14 days without giving any reason.
Returned items must still meet the return conditions listed above.

Refunds

After receiving and inspecting your return, we will notify you of its approval.
Approved refunds will be issued to the original payment method within 10 business days.

If you have not received your refund after 15 business days, please contact us at:
📧 info.urbangent@gmail.com