Thank you for shopping with Urbanze! We strive to provide high-quality, custom-printed products tailored to your unique style. We understand that sometimes things don’t go as planned, so we’ve outlined our Refund and Returns Policy below to ensure a smooth and fair process for all.

1. Returns

• Custom Products: Due to the personalized nature of our products, we generally do not accept returns for custom-printed items such as t-shirts, mugs, bottles, mousepads, etc. Exceptions may be made in the case of damaged or defective items.
• Non-Custom Products: For non-custom items, we accept returns within 14 days of receipt, provided the item is unused and in its original packaging.

2. Refunds

• Defective or Damaged Items: If your order arrives damaged or has a manufacturing defect, please contact us within 7 days of receiving the item. We will arrange for a replacement or provide a full refund, as per your preference.
• Change of Mind: Unfortunately, we cannot offer refunds for change-of-mind on custom-printed items. Please ensure you carefully review your order before submitting.
• Non-Custom Items: Refunds for non-custom items will be issued once we receive the returned item in its original condition.

3. Exchanges

• Custom Products: We cannot offer exchanges for custom-printed items, as each product is made specifically for you. If there is an error on our part, such as a printing mistake, we’ll be happy to replace it.
• Size Issues: For apparel, please refer to our sizing guide before placing an order. We are unable to offer exchanges for custom apparel if the wrong size is chosen.

4. Return Process

• Contact Us: To initiate a return, email our Customer Support team at support@urbanze.com with your order number, a description of the issue, and any relevant photos (if applicable).
• Shipping: Customers are responsible for return shipping costs unless the return is due to an error on our part (e.g., defective or incorrect item).
• Inspection and Refund: Once we receive your return, our team will inspect the item. If approved, your refund or replacement will be processed within 7 business days.

5. Non-Returnable Items

• Gift cards and promotional items
• Items with intentional damage or wear caused by misuse

6. Contact Us

If you have any questions or concerns about our Refund and Returns Policy, please reach out to our Customer Support team at support@urbanze.com. We’re here to help!