Welcome to UrbanGlow57. Customer satisfaction is at the heart of everything we do. We want you to shop with confidence, knowing that every purchase is protected by our straightforward and customer-friendly Return & Refund Policy. If your purchase does not meet your expectations, we are here to help make the return process simple, transparent, and hassle-free.

By placing an order through UrbanGlow57, you acknowledge and agree to the terms outlined in this Return & Refund Policy.

1. Our Return Promise

We proudly offer FREE returns within 30 days of receiving your order.

If you are not completely satisfied with your purchase for any reason, you may request a return within 30 calendar days after your package has been successfully delivered.

We believe online shopping should be worry-free, and our return policy is designed to give you peace of mind while shopping with us.

2. Eligibility for Returns

To qualify for a return, products should meet the following conditions whenever reasonably possible:

Returned within 30 days after delivery.
In clean condition.
Free from intentional damage.
Returned with original accessories if applicable.
Packaged securely to prevent shipping damage.

Products that have been gently inspected or briefly tested may still qualify provided they remain in acceptable condition.

3. Free Return Shipping

Unlike many online retailers, UrbanGlow57 proudly provides free return shipping on eligible orders.

Once your return request has been approved, our customer service team will provide instructions for completing the return process.

Depending on your location, we may provide:

A prepaid return shipping label.
A local return address.
Alternative return instructions when appropriate.

4. How to Start a Return

Starting a return is simple.

Contact our customer support team by email and include:

Your full name.
Order number.
Product name.
Reason for return.
Photos (only if the item is damaged, defective, or incorrect).

Our support team will review your request and respond with the next steps as quickly as possible.

5. Damaged or Defective Products

If your order arrives damaged during shipping or contains a manufacturing defect, please contact us as soon as possible.

To help us resolve the issue quickly, please include:

Photos of the product.
Photos of the packaging.
Your order number.
A brief description of the problem.

Depending on the situation, we may offer:

A replacement.
A full refund.
A partial refund.
Another appropriate resolution.

6. Incorrect Items

If you receive an item that differs from what you ordered, please notify us promptly.

Once verified, we will arrange an appropriate solution, which may include:

Shipping the correct product.
Replacing the item.
Issuing a refund.
Offering store credit if preferred.

There will be no additional shipping charges for correcting our mistake.

7. Refund Processing

After your returned item has been received and inspected, we will notify you regarding the status of your refund.

Approved refunds are processed back to your original payment method.

Depending on your financial institution, refunds typically appear within 5–10 business days, although some providers may require additional processing time.

8. Exchanges

If you would like a different size, color, or model, please contact our customer service team.

When inventory is available, we will gladly assist with an exchange.

If your preferred item is unavailable, we may recommend an alternative or issue a refund.

9. Order Cancellation

Orders may be canceled before they enter the shipping process.

If your order has not yet been processed, a full refund will be issued.

Once an order has been shipped, cancellation is no longer possible, but you may still return the order under our 30-day return policy.

10. Non-Returnable Situations

Although we strive to accommodate every customer, returns may not be accepted in certain situations, including:

Products intentionally damaged after delivery.
Products showing excessive misuse.
Fraudulent claims.
Returns submitted after the 30-day return window.

Each case is reviewed individually to ensure fairness for both our customers and our business.

11. Lost Packages

If your package is lost during transit, please contact us immediately.

We will work with the shipping carrier to investigate the shipment and determine the best resolution.

Our priority is ensuring that every customer receives the products they ordered.

12. Customer Satisfaction

At UrbanGlow57, customer satisfaction extends beyond the moment you place an order.

Our goal is to build long-term relationships by providing dependable products, responsive service, and fair policies.

If you ever experience an issue with your purchase, we encourage you to contact us before leaving negative feedback. Our support team is committed to finding a satisfactory solution whenever possible.