Return and Exchange Policy

Welcome to the online store of urbinoo (hereinafter referred to as “we” or “us”). To ensure a fair and transparent shopping experience, the following return and exchange policy applies to all products purchased through our online store.

1 Return and Exchange Period (Within 30 Days After Delivery)

You may request a return or exchange within 30 days after the product has been delivered and signed for.

Requests submitted after the 30-day period may not be accepted. We recommend inspecting your order promptly upon receipt.

2 Conditions for Return or Exchange

You may apply for a return or exchange under the following circumstances:

1. The product has visible appearance defects

2. The product has quality issues

3. The product has an unpleasant odor or significant color difference

4. The received product does not match the ordered item

5. A return or exchange requested without a specific reason within 30 days after delivery

To ensure smooth processing, please contact us as soon as the issue is identified.

3 Return Process

1. Contact us by email or phone to submit a return request and provide your order number, payment proof, the reason for the return, and relevant photos or videos.

2. Our customer support team will review your request promptly. If the request is approved, we will notify you through your contact information and provide the return address.

3. You will need to send the product back to the designated return address and wait for confirmation that the item has been received.

4. After receiving the product, we will inspect it to verify the reported issue. If the inspection confirms the situation described, we will arrange a refund. For additional details, please refer to the Refund Policy.

4 Exchange Process

1. Contact us by email or phone to submit an exchange request and provide your order number, payment proof, the reason for the exchange, and relevant photos or videos.

2. Our customer support team will review the request. If approved, we will notify you through your contact information and provide the return address.

3. You will need to return the product to the designated return address and wait for confirmation that the item has been received.

4. Once the product passes inspection, we will arrange shipment of the replacement product within 1–3 business days to your address. For more information regarding delivery times, please refer to the Shipping Policy.

5 Refund Process

Refund Method:
Refunds will be returned to the bank card used for the original payment (Visa or MasterCard).

Processing Time:
Depending on the processing efficiency of the issuing bank, refunds are expected to be credited within 3–5 business days.
If the refund has not been received after this period, please contact us for assistance.

6 Cost Responsibility

1. If the return or exchange is caused by appearance defects, quality issues, unpleasant odor, significant color difference, or receiving an incorrect item, the return shipping cost will be covered by us.

2. If the return or exchange is requested without a specific reason, the return shipping cost will be borne by the customer.

7 Disclaimer

We will handle return and exchange requests in accordance with this policy. Please ensure that the information and supporting materials provided are accurate and complete.

Returns or exchanges may not be accepted for issues caused by improper use, improper storage, or damage caused after delivery.
We reserve the right to review and verify requests in order to maintain a fair and reasonable shopping environment.

8 Contact Us

If you need to request a return or exchange or have any questions, please contact us using the following information:

Contact Address: 136 ROY BRANCH RD,BRANCHLAND,WV,25506,US
Customer Service Phone: +1(681)202-1186
Customer Service Email: fastsupport@urbinoo.com
Online Hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (U.S. Time, GMT+8)