Refund policy
If, for any reason, you are not satisfied with your order, please contact us. At Urban Satch, we do everything possible to ensure our customers are completely satisfied with the product they purchased.
Here are some frequently asked questions about our return policy:
What is the return period?
You can return a product within 7 days of receiving it from our supplier.
What are the conditions?
Products ordered in error can be returned if they are unused and in their original packaging. Customized products, such as made-to-measure items, cannot be returned.
How long does it take to receive my refund?
A full refund will be made through the original payment method once we have received, inspected, and confirmed that the products are unopened. All customers must contact us after returning the package and provide us with the tracking details so that we can process the refund.
Most financial institutions take an average of 3-5 business days to process the refund.
Do I have to pay for return shipping?
Yes, all customers are responsible for return shipping costs. We recommend sending your return with a tracking option, as we cannot be held responsible for lost returns.
Can I return my product without contacting you?
You must contact us before sending the return, as the return address may differ from the address your original order was shipped from.
How can I contact you?
You can contact us by email at info@urbansatch. The Urban Satch team works seven days a week, 24 hours a day. We always guarantee a response within 24 hours and are happy to assist you!
My order is damaged, what should I do?
For quick processing, you can attach a photo showing the poor quality or the damaged part of the item. The best photos are taken on a flat surface where the logo and defect are clearly visible. This information will be used to assist you with your order and to prevent errors in the future.
If you received a damaged or defective product, please contact us within 14 days of receipt.
Sometimes, you might not be satisfied with your order. At Urban Satch, we want to ensure you are fully satisfied with your purchase. That’s why we offer a return policy to put your mind at ease. Below, you will find the details of our return policy.
Important Note on Cancellations
Due to the rapid processing of bulk orders, it is not possible to cancel an order after it has been placed. We understand that this can be annoying, but our logistical processes do not allow for cancellations once an order has been confirmed.
General conditions for returns:
· Returns are accepted within 7 days of receiving the product.
· The product must be unused, undamaged, and in its original packaging.
· Liquids, such as certain beauty products, must not be opened or used.
· Make sure to include the original receipt or purchase invoice.
Return
Are you not satisfied with your order or did you order the wrong size? No problem! You can return or exchange your order within 7 days of receipt.
Note: If the customer refuses the delivery or does not collect his order within the specified time period (usually 5-7 days), we (merchants) are not responsible for the refusal of delivery and cannot provide any refund.
Returning in 4 easy steps
1. Send an email to info@urbansatch.com to request a return form. Carefully read the terms on the form before returning the product to our sorting center.
2. Complete the return form.
3. Send your order along with the completed return form to the provided address. Please note that you are responsible for return shipping costs. Ensure that the package has a tracking number.
4. Once we have received the package, we will refund the purchase amount to your bank account within 5 days.