Refund and Return Policy

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:

• I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage or missing parts and provide it to Urban Living Collective within 24 hours of the product being delivered.

• 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.

• I understand that products need to be returned unopened and unused. An additional restocking fee may occur.

• I understand that returns will not be accepted for products that have been used or installed.

• I understand that orders must be canceled within 24 hours to avoid a 3% merchant restocking fee.

• I understand that if my order has left the warehouse, I am unable to receive a full refund. 

• 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%. 

• 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.

Design Element

• Any custom manufactured items may not be cancelled or returned to Design Element. 
• All returns must be initiated within 30 days of the delivery date and it is the customer's responsibility to return al items in new condition, meaning undamaged original packaging.
• Once the retuned item is received and verified to be in "new" condition, a full refund will be issued, minus the return freight charges and a 15% restocking fee. 
• If an item is refused when delivered by a commercial shipping company for any reason other than damaged merchandise or a shipping error by us, the item shall be treated as a return and 15% restock charge will be applied. Also, an additional charge of 10% and any additional freight carrier charges shall be charged.
• Any external evidence of loss or damage that occurred during transit is considered visible loss or damage and must be noted on the bill of lading and signed by the carrier's agent (driver). Failure to adequately describe the visible loss or damage could result in the carrier delaying or refusing to honor the freight claim. If you are not given enough time by the freight driver to fully inspect all items or there is any doubt that the items are not damaged - you should note "SUBJECT TO INSPECTION" on the delivery receipt.
• Any damage that occurred during transit that was not visible at the time of delivery is considered concealed loss or damage. Due to rough handling in transit it is possible to damage the contents of a box without damaging the outside of the box. If such a situation occurs it is important to contact Urban Living Collective immediately for instructions on how to handle the claim. If a claim is to be filed it is important to save the box or any other delivered container that the damaged merchandise arrived in. You must open all received boxes and inspect products for concealed damage within 3 business days of delivery.
• Please note that any additional freight carrier's fees such as re-delivery, special notification, inside delivery or any other freight carrier's additional services are the responsibility of the customer.
• If the freight carrier is unable to deliver the freight due to problems with contacting the customer or setting up delivery appointments, storage fees may be assessed by the carrier - in such case all storage fees are the responsibility of the customer and shall be billed to the customer.
• Warranty - One year warranty - https://designelement.com/wp-content/uploads/instruction/DE-WARRANTY.pdf

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.