Refund Policy

At Urbiflex, customer satisfaction is our priority.
If you are not fully satisfied with your purchase, you may request a refund under the terms described below.

This Refund Policy applies to all customers located within the European Union and complies with the EU Consumer Rights Directive (2011/83/EU).

1. Eligibility for Refunds

You may request a refund within:

30 days from the date of delivery

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

To qualify for a refund:

The item must be unused and unworn
It must be in its original or equivalent packaging
It must include all accessories (if applicable)
It must be free of signs of wear, dirt, or damage

Refunds will not be approved for:

Used or worn items
Items damaged due to misuse
Products returned without necessary components
Returns requested after the 30-day period

2. How to Request a Refund

To request a refund, contact our support team at:

📧 support@urbiflex.com

Please include:

Full name
Order number
Reason for refund
Photos of the item (if needed)

We will respond within 48 business hours with instructions on how to proceed.

3. Refund Approval Process

After we receive your returned item:

Our team will inspect the condition of the product
A decision (approved or rejected) will be sent via email

Reasons for rejection may include:

Visible signs of use
Damage caused by the customer
Missing parts or packaging
Non-eligible product category

If approved, the refund will be issued through the original payment method used at checkout.

4. Refund Timeframe

Inspection time after receiving the return: 2–5 business days
Refund processing: up to 7 business days
Bank or payment processor processing: up to 14 days

Total refund time may vary between 5–21 business days, depending on your financial institution.

5. Shipping Costs

5.1 Customer-initiated returns (change of mind, wrong size, etc.)

The customer is responsible for return shipping costs
Original shipping charges (if any) are non-refundable

5.2 Urbiflex error (defective item, wrong item shipped)

Urbiflex covers all return shipping costs
A full refund or replacement is offered

6. Partial Refunds

In certain situations, partial refunds may be granted:

Packaging damaged or missing
Signs of minor wear
Small missing components
Return not meeting all eligibility conditions

The deduction amount will be evaluated based on the condition of the returned item.

7. Non-Refundable Items

The following items cannot be refunded:

Used or worn products
Items with clear signs of wear
Products returned outside the 30-day window
Personalized or customized items (if applicable)
Items without authorization from our support team

8. Lost or Missing Packages

If your refund request relates to a package that never arrived:

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

Investigations may take 7–15 business days depending on the carrier.

9. Cancellations

You may cancel your order before it is shipped.
Once the order has been processed or dispatched, cancellation is no longer possible.

If the package has already shipped, you must follow the normal return process upon receiving it.

10. EU Right of Withdrawal (14 Days)

EU customers have the legal right to withdraw from a purchase within 14 days without stating a reason.

Urbiflex extends this period to 30 days for added convenience.

To exercise this right, contact:
📧 support@urbiflex.com

11. Refund Method

Refunds will always be issued to the original payment method, such as:

Credit/Debit card
PayPal
Stripe
Shopify Payments
Other supported processors

If your card has expired or been replaced, your bank will reroute the funds automatically.

12. Contact Information

For refund-related questions, assistance, or clarifications, contact us:

📧 support@urbiflex.com
🌍 www.urbiflex.com

We are here to help you.