Returns & Refund
Returns & Refund Policy
At URBANZAA, we aim to provide a smooth and transparent shopping experience. Please read our policy carefully before placing an order.
1. Order Delays
Delivery times may vary depending on shipping carriers, destination, or unforeseen circumstances.
An order is considered delayed if:
✔ 🇺🇸 United States: Not delivered within 45 days from shipment
✔ 🇧🇷 Brazil: Not delivered within 100 days due to customs processing
✔ If the delay is caused by our side or logistics issues, a full refund or replacement will be issued.
✔ Important Note:
Sometimes parcels may be held at local post offices due to incomplete address or missed collection. Customers are responsible for contacting their local post office.
2. Orders Not Received
If tracking shows the order as delivered, refunds will not be issued unless officially verified.
✔ A non-delivery certificate from the local post office is required for refund or reshipment.
✔ Common reasons for non-delivery:
✔ Incorrect or incomplete address
✔ Recipient unavailable or unknown
✔ Customs clearance issues
✔ Failure to collect parcel on time
✔ Refusal to accept delivery
✔ Customers are responsible for providing accurate shipping details and collecting their parcels.
3. Damaged Products
We ensure quality checks before dispatch, but damage may occur during transit.
✔ Severely damaged items → Full refund or replacement
✔ Partially damaged items → Partial refund or replacement
✔ Packaging damage only → Not eligible if product is intact
✔ Reporting timeframes:
✔ Standard products → Within 5 days of delivery
✔ Electronic products → Within 10 days of delivery
4. Incorrect or Missing Items
✔ Wrong item delivered → Full refund or replacement
✔ Missing item → Resent after verification
✔ Wrong color/size (functional use unaffected) → Partial compensation or replacement
✔ Missing non-essential parts → Partial refund or resend
✔ Missing functional parts → Full replacement
5. Order Cancellation
✔ Orders can be canceled only if they are unpaid or not processed
✔ Processed, customized, or POD orders cannot be canceled
6. Returns
✔ Returns are accepted only at our warehouse
✔ International returns are not recommended due to:
✔ High shipping costs
✔ Customs duties
✔ Risk of loss or damage
7. Unacceptable Claims
Refunds or replacements will not be issued for:
✔ Change of mind or buyer dissatisfaction
✔ Incorrect product or quantity ordered by customer
✔ Incorrect shipping details provided by customer
✔ Minor variations already disclosed in product description
8. Force Majeure
We are not responsible for delays or damages caused by:
✔ Natural disasters
✔ Strikes
✔ Epidemics or pandemics
✔ War or political instability
✔ Other uncontrollable events