Refund and Return Policy

Effective Date: March 11, 2025

At UrbanSora, we strive to ensure that you are completely satisfied with your purchase. If for any reason you are not satisfied with your order, we offer a straightforward refund and return policy to make your shopping experience as seamless as possible. Please take a moment to read through our policy below.

1. Eligibility for Returns and Refunds

You may return most items purchased from UrbanSora within 30 days of the delivery date, provided they meet the following conditions:

  • Unused and Unworn Items: Items must be in new, unused, and unworn condition, with all original packaging, tags, and accessories intact.
  • Defective or Damaged Items: If you received a defective or damaged item, please contact us within 7 days of delivery so that we can assist you with a return or exchange.

If the item is customized, engraved, or on sale, it may not be eligible for return unless defective.

2. How to Return an Item

To initiate a return, please follow these steps:

  1. Contact Us: Email our customer service team at info@urbansora.xyz with your order number, the item you wish to return, and the reason for your return. We will respond with instructions on how to proceed.
  2. Return Shipping: You are responsible for the return shipping costs, unless the item was damaged or defective. We recommend using a trackable shipping service to ensure your return is received.
  3. Pack the Item: Please securely package the item in its original packaging (if possible) to prevent damage during the return process.

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

3. Refund Process

Upon successful return of the item, we will process your refund within 5–7 business days. The refund will be issued to your original payment method. Please note:

  • If you paid by credit card or debit card, the refund will be processed back to the same card.
  • If you paid through PayPal or another third-party service, the refund will be credited to your PayPal or payment account.

If the return is not approved due to conditions not being met (such as wear or damage), you will be contacted and offered an alternative solution.

4. Exchanges

If you would like to exchange your item for a different model, size, or color, you may do so within 30 days from the delivery date, subject to product availability. You must initiate an exchange in the same manner as a return by contacting our customer service team.

Please note that exchange requests are processed based on product availability, and if the item is out of stock, a refund will be issued instead.

5. Non-Returnable Items

Certain items are non-returnable and non-refundable unless they are defective or damaged upon arrival. These items include:

  • Customized or Personalized Products: Products that have been engraved or customized with your details.
  • Final Sale Items: Items marked as final sale or clearance items at the time of purchase.
  • Gift Cards: Gift cards cannot be returned or refunded.

6. Shipping Charges

Shipping charges are non-refundable unless the return is due to a defect or error on our part. If you are returning an item due to a defect or our mistake, we will cover the return shipping costs.

7. International Returns

For customers outside of the United States, please note that you are responsible for return shipping fees and customs duties. The same eligibility criteria for returns and refunds apply to international orders.

8. Late or Missing Refunds

If you haven’t received your refund after the indicated processing time, please check your bank account or credit card statement for any updates. If the refund still hasn’t appeared, contact your bank or payment provider directly as there may be delays in processing.

If you’ve done all this and still haven’t received your refund, please reach out to us at info@urbansora.xyz for assistance.

9. Our Commitment to Customer Satisfaction

At UrbanSora, we value our customers and are committed to offering high-quality products and excellent service. If you have any concerns or questions about your return or refund, please don’t hesitate to contact our customer service team. We will do our best to resolve any issues promptly.

10. Contact Us

If you have any questions regarding our Refund and Return Policy, or if you need further assistance with a return or exchange, please reach out to us:

  • Email: info@urbansora.xyz
  • Phone: (417) 555-6789
  • Address: 1234 Main St, Springfield, Missouri

Thank you for shopping with UrbanSora. We appreciate your trust and look forward to serving you again in the future!