• If you are not satisfied with the items you ordered, you have the option to return them within 14 days of receipt.

• All returns will be sent to our central warehouse in Asia at the customer's expense. Returns must be sent with a Track & Trace code. We are not responsible for lost returns.

• A return will be processed within 7 working days and if the conditions are met, the return will be officially acknowledged within this period.

• We reserve the right to refuse returned items in case of suspected use or damage by the recipient.

• Orders that are returned because they were not collected at the local post office, were refused on delivery, were not collected at customs or contain an invalid or incomplete address will be subject to a 20% restocking fee. This fee will be deducted from the total refund amount before processing.

All returns must be contacted in advance at info@urbany.nl or our contact page to receive instructions and the correct return address.

• The order still contains all associated parts and components and the packaging is exactly as the product arrived.

• Normal use of the product has been demonstrated, breakage due to careless handling is excluded.

• Products for which hygiene is important have been thoroughly cleaned before the return process begins.

• The product has been found to be defective immediately upon receipt.

If your order meets the return conditions, you need to do the following to start the return process:
Send an email to: info@urbany.nl

Please ensure the email contains the following information:
Order number
Reason for return request
Photo of the product in case of breakage
Customer's first name and surname
Customer address
Upon receipt of the e-mail, we will contact you and you will receive the return address.

*Never return the return package to sender. We will send you the correct address after you have asked us to do so. You will be responsible for the shipping costs of returning the product.

The cancellation period is 14 days from the day you or a third party designated by you, who is not the carrier, received the final goods.

Our goods are shipped from Asia, so there may be longer transit times beyond our control. If the goods are already on their way to you, cancellation is not possible. Please wait until you have received the goods and then send them back to us. Of course, you can inform us of your cancellation in advance. To ensure fast return, please send us a shipping confirmation.

As we operate a fully automated system, orders are processed as soon as they are placed. As a result, we cannot interrupt the shipping process until delivery is complete, and a refund upon receipt of the goods is not possible.

If you wish to exercise your right of withdrawal, you must inform us (Urbany Netherlands) of your decision to withdraw from the contract by a clear statement, for example by e-mail. The withdrawal is considered completed as soon as we have received the goods. The costs of returning the goods shall be borne by the buyer.

Upon withdrawal from this contract, we will reimburse all payments received from you, except for the delivery costs (except for any additional costs resulting from your choice of a delivery method other than the cheapest standard delivery we offer), without undue delay and at the latest within 14 days after receipt of your notice of withdrawal and the return of the goods. The refund will be made via the same means of payment you used in the original transaction, unless otherwise expressly agreed with you. No fees will be charged for this refund.

• Products bought at a discount from the original price.

• Products with slight variations in colour or design, within a margin of 20% difference from the product photos on the website.

• Custom-made products: To the consumer's specifications.

• Hygiene products due to health and safety measures, including but not limited to:
  Underwear
  Bikinis
  Make-up
  Hair styling products
  Beauty products
  Tights
  Couch covers
  Dog toys
  Sports watches

• All products from the ‘Beauty’, ‘Children & Baby’ and ‘Sports’ categories

• Sealed products: Where the seal has been broken after delivery.

• Used or damaged products: Where original packaging, labels or tags are missing or damaged.

• Value below €30: Except in cases of our fault. (due to inefficiency for both, entrepreneur and consumer, regarding administration & return costs).

• Late notifications: Damaged goods reported more than 14 days after receipt.

• Cases where the customer has repaired or modified the delivered products himself, or had them repaired or modified by third parties.

• Products that have been exposed to abnormal conditions or otherwise treated negligently or contrary to the intermediary's instructions.

• The item has not been worn or washed and must not have perfume odours or make-up stains (trying it on is of course always permitted).

• Wear parts such as, but not limited to, drive belts, batteries, brake pads and discs, brake linings, brake discs, chains, lights, sprockets, tyres and inner tubes.

• Uncollected shipments from the delivery service or customs or orders with an invalid or incomplete address.

• Gift vouchers: and other non-physical products.