Returns & Refunds Policy – Urban Electronics

Returns & Refunds Policy

Unwanted item

Unfortunately, We do not accept returns for unwanted items unless the distribution warehouse is based in the same country you reside in. If the product was delivered from a local country specific warehouse then please contact us within 10 days and we can provide the return address. 

For e.g. the product was shipped from a U.S Warehouse and you’re also based in the U.S. 

The product MUST be in its ‘original condition‘ and shipped back to the warehouse via a service which is tracked.  The buyer/customer is accountable for the return cost of shipping back to the warehouse. 

Please provide relevant details as to why you wish to return the product. 


Returning a faulty or defective item

If you believe there is a fault, defect, wrong item posted or damaged during transit then it is vital you let know within 48 hours by going to the contact us form page and selecting the ‘product issue‘ option. Please complete the form with as much as information and our team will then request for pictures/video footage of the item. Please make this available otherwise the refund/return process cannot be completed. 

To provide: 

  1. Reason for return/refund (must be valid)
  2. Pictures of item when requested


Leaking and hazardous items

If you have received an item containing liquids which are leaking, damaged or considered hazardous, please let us know as soon as this has been discovered. We will let you know how to safely dispose of the item and process your refund or exchange order.  


Original condition

We ask that you take good care of the item while in your possession.

This means that you can examine the item as you would in a shop, but please do not start using, assembling or inputting any personal data. We’re unable to accept a return if the item or packaging has been torn, damaged or tampered with. All returned items should be in their original condition and packaging where possible, including all the original accessories and leaflets provided. If the item was purchased as a part of a bundle, you must return all items that were a part of the bundle.


Hygiene and consumable items

Some items cannot be returned like headphones or ink once opened or used. It is important that you check the item description before you order or open the item and remove the original wrapping/seal. For hygiene reasons, certain items cannot be returned once the seals have been removed.


Digital storage, downloads, subscriptions and games

We’re unable to accept returns for games, digital storage (E.g. SSD, HDD, SD), downloads or subscriptions once activated, opened or used.


After 30 days of receiving your items

We don’t accept returns or refunds for items after 30 days return period.

If your item develops a fault after 30 days of receiving it, you may be entitled to a repair, as long as it is within its warranty period. Please refer to the manufacturers’ terms and conditions for more information. It is vital that you have your order receipt and serial number (if applicable) when logging a manufacturer warranty claim. You can contact the manufacturer directly to register your warranty claim, alternatively, if you have any questions or need help, please contact us.


Exchange items and refunds

Once the item has been returned or assessed via photo/video footage and verified, we’ll then process your refund or exchange.

Refunds may take 5-10 days for the funds to appear in your account. Please note that if you return products that do not meet, or are outside our returns policy, we’re unable to process a full refund.

Refunds are issued excluding the delivery charge.

We reserve the right to reduce the amount of refund or return the item to you if the item or the packaging has been handled excessively, the condition does not meet our quality requirements (I.e. damaged packaging, cosmetic defects) or is incomplete (not as sold, missing parts or accessories). In this instance, you will be liable for carriage, and handling costs.

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