Refund policy

The URBAÈ Guarantee: Returns & Refunds

We strive for aesthetic and functional perfection in every item we curate. If a selection does not meet your expectations or arrive in perfect condition, we are here to facilitate a resolution.

Standard Returns

You have 14 days from the date of receiving your item to notify us of your intent to return it.

• Eligibility: To be eligible for a return, items must be in the same condition that you received them: unworn, unused, undamaged, and with all original tags and packaging attached.

• The Process: To initiate a return, please contact our concierge at support@urbae.pet. Once your request is reviewed with our global supplier, we will provide you with the return instructions.

Damaged or Defective Items

Quality is our priority. If your order arrives damaged or with a defect, please notify us within 5 days of receipt.

• Please include your order number and clear photographic evidence of the damage.

• Once verified, we will work with our supplier to arrange a replacement or a full refund at no additional cost to you.

Exchanges

Due to the curated and international nature of our inventory, we do not offer direct exchanges. We recommend returning the unwanted item for a refund and placing a new order for the desired selection.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at support@urbae.pet.