Refund and Return Policy
Not all orders are eligible for return once shipped. Since we source our products directly from the manufacturer, we cannot offer a refund if the manufacturer does not permit returns. This policy may vary on a case-by-case basis. Please contact us at info@urbanlivingcollective.com or (302) 599-6922 for specific information regarding your brand or product, and refer to the individual product pages, as refund policies differ by brand.
Due to drastically increasing LTL/freight shipping costs, any outright returns will incur a 25% cancellation fee + return shipping costs. If you are replacing the product with something else, we may be able to help you cover some of the costs depending on the product.
Please Read the Following
When you are making a purchase from Urban Living Collective, you are acknowledging the following of the Exchange Agreement:
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I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to Urban Living Collective within 24 hours of the product being delivered.
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I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange.
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I understand that products need to be returned unopened and unused. An additional restocking fee may occur.
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I understand that returns will not be accepted for products that have been used or installed.
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I understand that orders must be canceled within 24 hours to avoid a 3% merchant restocking fee.
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I understand that if my order has left the warehouse, I am unable to receive a full refund.
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I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product, but are usually around 25%.
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I understand that select products including made-to-order products and custom products may be subject to a 25% restocking fee if the order has entered production and the order is canceled before it has shipped.
- I understand and agree that I will not cancel my order or initiate a chargeback for any delays caused by factors outside the control of Urban Living Collective, such as manufacturing or logistical issues with our partner companies, even if the estimated delivery time provided was incorrect.
Damages
Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery. If your item(s) arrive damaged please send photos of the damage, box, serial number of the unit, serial number of the box, picture of each side of the box showing no signs of obvious carton damage along with a brief description of the damage to info@urbanlivingcollective.com and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours.
Warranty
Warranties vary depending upon the manufacturer - see individual pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.
Returns
The Urban Living Collective default is that customers will be responsible for all return shipping charges or re-consignment fees caused by customer error, unless otherwise stated on the product page.
Nearly all of our products have guaranteed warranty policies - meaning that you will 100% get a fully functional, operating product that you paid for without any extra expenses incurred on your end - please see individual product pages for details.
Cancellations
Orders must be canceled within 24 hours to avoid a 3% merchant processing fee. To cancel, please email info@urbanlivingcollective.com as soon as possible. If the order has already shipped, the customer is responsible for the return shipping cost and the 3% merchant processing fee. Orders canceled after shipping will be treated as a regular 30-day return and will incur return shipping and restocking fees, which are the customer’s responsibility.
BOGO Promotions
In the event of a BOGO promotion, both items must be returned for a full refund. If one of the two items is returned, you will get a replacement of that item or store credit for the value of that item when purchased on its own. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card that you used when placing your order.
All customers agree that they have read, understand, and agree to the terms and conditions above.
Individual items will have varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact info@urbanlivingcollective.com.
Refunds
After your item is received we will carry out a thorough inspection. If your item has met the return criteria and we are notified within 30 days we will notify you by email if approved. Please allow 7 days for the refund to be completely processed and charges reversed.
We charge a 25% restocking fee.
Chargebacks
Our team of agents is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.
Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!
Contact info@urbanlivingcollective.com for any questions.