Returns & Refund Policy
Last updated: October 26, 2026
At Urbanzaa, we want you to feel comfortable shopping with us. Every order is carefully prepared before dispatch, and we work with trusted shipping partners to deliver your products safely.
If something isn't right, we're here to help. This policy explains our 60-Day Comfort Guarantee and what happens if an order is delayed, damaged, faulty or incorrect.
1. The 60-Day Comfort Guarantee
We want Pedessa to feel right on your feet. If you're not happy with it for any reason, including change of mind, you're covered for 60 days from the day your order is delivered.
No return needed. You keep the product, and you keep the free gift (the Pedessa Recovery Roller included with Signature and Reserve sets).
How to claim
- Email support@urbanzaa.co within 60 days of delivery.
- Include your order number and a short reason (one or two lines is plenty).
- Once we approve your claim, we refund the product price you paid to your original payment method within 5 business days.
Every order comes with Free Tracked Shipping, so there is nothing to deduct from your refund.
Fair use
- One guarantee claim per customer and household.
- The guarantee covers orders bought for personal use, not orders bought for resale.
These limits apply to the 60-Day Comfort Guarantee only. They never limit your rights for damaged, faulty or incorrect items, or any rights you have under consumer law.
2. Damaged, Faulty or Incorrect Items
If your order arrives damaged, develops a fault, or isn't what you ordered, please contact us within 14 days of delivery with:
- Your order number
- A photo of the item (and of the packaging, if it was damaged in transit)
- A short description of the problem
Once we've confirmed the issue, we'll send you a free replacement or a refund, whichever you prefer. You don't need to send the item back unless we ask, and if we ever do, we cover the cost.
If an item is missing from your order, contact us with your order number and we'll send the missing item or refund it.
3. Lost or Undelivered Orders
Every order ships with tracking. If your order hasn't been delivered within 30 business days of dispatch, contact us and we'll reship your order or refund it.
If tracking shows your order as delivered but you can't find it, please first:
- Check the delivery location and surrounding areas
- Check with household members, neighbours or building management
- Check whether the package is being held at a local post office or collection point
Then contact us. We may ask the carrier for more information before we reship or refund.
If a package can't be delivered because the address provided at checkout was incorrect or incomplete, or because it wasn't collected after a delivery notice, we can reship it once the details are confirmed. The cost of reshipping is charged to you.
4. Order Cancellations
If you'd like to cancel, please contact us as soon as possible after placing your order. We can cancel and fully refund any order that hasn't been dispatched yet. Once an order has been dispatched, it can't be cancelled, but you're still covered by the 60-Day Comfort Guarantee.
5. Refunds
Approved refunds go back to your original payment method within 5 business days of approval. Your bank or card provider may need a few extra days for the funds to appear in your account.
6. Circumstances Beyond Our Control
Delivery can occasionally be affected by things outside our reasonable control, such as severe weather, carrier disruptions, customs checks or public holidays. If this happens, we'll help you track your order and work with the carrier to resolve it. The lost and undelivered rule in section 3 still applies.
7. Your Rights
Nothing in this policy limits any consumer rights that cannot legally be excluded under the law that applies to you.
8. How to Contact Us
Email: support@urbanzaa.co
Please include your order number so we can help you quickly. We reply within 1–2 business days.