Exchange & Return Policy

At Urbiflex, our goal is to ensure a smooth, transparent, and satisfying shopping experience for all customers within the European Union.
If you are not fully satisfied with your purchase, you may request an exchange or return under the conditions described below.

By placing an order on www.urbiflex.com, you agree to this Exchange & Return Policy.

1. Return & Exchange Period

Customers have up to:

30 days from the date of delivery

to request a return or exchange for eligible items.

This period exceeds the minimum 14-day right of withdrawal required by EU consumer law.

2. Eligibility Requirements

To qualify for a return or exchange, items must:

Be unused and unworn
Be in original condition
Include all accessories and components
Be returned in original or equivalent packaging
Be free of dirt, odors, or signs of use

Items not eligible for return or exchange:

Used or worn items
Damaged items caused by misuse
Products returned without accessories
Items outside the 30-day period
Personalized or customized products (if applicable)

Urbiflex reserves the right to refuse returns that do not meet these conditions.

3. How to Request a Return or Exchange

To start a return or exchange, contact us at:

📧 support@urbiflex.com

Please include:

Full name
Order number
Reason for return or exchange
Photos of the item (if necessary)

We will respond within 48 business hours with instructions.

4. Shipping Costs

4.1 Returns due to customer preference

(Example: wrong size, changed mind)

Customer is responsible for return shipping costs.

4.2 Returns due to Urbiflex error

(Example: defective item, wrong item received)

Urbiflex covers all shipping costs.
A replacement or full refund will be issued after inspection.

4.3 Exchanges

Exchanges follow the same shipping rules as returns.

Shipping costs are non-refundable unless the return is due to a defective or incorrect product.

5. Condition Inspection

Once we receive your returned item, our team will inspect it to confirm eligibility.

Approval or rejection of the return/exchange will be communicated via email.

If the item shows signs of use or damage, Urbiflex may:

Reject the return, or
Apply a partial refund

This measure ensures fair handling for all customers.

6. Processing Time

Returns & Refunds

Inspection: 2–5 business days
Refund processed within: 7 business days
Banks/payment providers may take up to 14 days to display the refund

Exchanges

After approval of the return:

Replacement item will be shipped within 3–7 business days, depending on availability.

7. Wrong Size or Wrong Item Ordered

If you ordered the wrong size or product by mistake, you may request:

Exchange for the correct size
Exchange for a different product
Return for refund

You remain responsible for additional shipping costs unless the error was on our side.

8. Defective or Incorrect Items

If an item arrives defective or incorrect:

Contact us within 7 days of delivery
Provide photos or video as proof
Urbiflex will cover all costs associated with return or replacement

This includes:

Return shipping
Replacement shipping
Full refund if you prefer

9. Lost or Missing Packages

If your package does not arrive:

We will contact the carrier to investigate
If confirmed lost, you may choose:
✔ Full refund
✔ Replacement shipment

Investigations may require up to 7–15 business days depending on the carrier.

10. Right of Withdrawal (EU Consumers)

Under EU Consumer Rights Law, customers have:

14 days

to withdraw from the purchase without providing a reason.

Urbiflex extends this to 30 days, offering additional flexibility.

To exercise this right, contact: