You may cancel your order at any time before it has been shipped for processing. Once your cancellation request is received and confirmed, we will process a full refund to your original payment method. Please note that cancellations cannot be processed after your order has entered the shipping phase. Refunds for cancelled orders typically appear in your account within 5-7 business days, depending on your financial institution's processing times.
We accept returns within 30 days of the original purchase date. To be eligible for a return, your item must be unused, in its original packaging, and accompanied by the original receipt or proof of purchase. Items that show signs of wear, damage, or are not in their original condition may be subject to a partial refund or may not qualify for return at our discretion.
To initiate a return, please contact our customer service team to obtain a Return Merchandise Authorization (RMA) number. Returns without an RMA number may experience processing delays. Customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong item shipped or defective product).
Once your return is received and inspected, we will send you an email notification regarding the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 10 business days. The exact timing of the refund posting to your account depends on your payment provider's policies.
Please note that shipping costs are non-refundable for returns that are not the result of our error. If you received a discount on your original purchase, the refunded amount will reflect the discounted price paid.
If you haven't received your refund within the expected timeframe, please first check with your bank or credit card company as it may take additional time for the refund to be posted to your account. If you've completed this step and still have not received your refund, please contact us immediately with your order details and proof of purchase. We will investigate the matter and work with our payment processor to resolve any issues.
For payments made via alternative methods (e.g., bank transfers or digital wallets), refund processing times may vary. We recommend contacting your payment provider for specific timelines regarding refund processing.
If you have any questions about our Return & Refund Policy, please don't hesitate to contact our customer service team:
Company Name: urbanclothdepotm Brasil Ltda.
Address: Rua Oscar Freire, 789 - Jardim Paulista, São Paulo - SP, 01426-001, Brazil
Phone: +55 11 97658-4321
Email: [email protected]
Our customer service representatives are available Monday through Friday, 9:00 AM to 5:00 PM (BRT), excluding national holidays. We strive to respond to all inquiries within 24-48 business hours.
