Refund & Return Policy

Effective Date: [21/2/2023]

At Urban Bagg, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we’re here to help. Please read our Refund & Return Policy carefully before requesting a return or refund.

1. Return Eligibility

You may request a return if:

• The item is returned within 14 days of receiving your order.

• The product is unused, unworn, and in its original condition.

• All original tags, labels, accessories, and packaging are included.

• Proof of purchase (order confirmation or receipt) is provided.

Urban Bagg reserves the right to refuse returns that do not meet these conditions.

2. Non-Returnable Items

The following items are generally not eligible for return unless they are defective or incorrect:

• Gift cards

• Final sale or clearance items

• Personalized or custom-made products

• Products showing signs of use or damage caused by the customer

• Items returned without original packaging or tags

3. Damaged, Defective, or Incorrect Items

If you receive:

• A damaged product

• A defective product

• The wrong item

Please contact us within 48 hours of delivery with:

• Your order number

• A description of the issue

• Clear photos of the product and packaging

• product unboxing video

We will review your request and provide an appropriate resolution, which may include a replacement, exchange, or refund.

4. How to Request a Return

To initiate a return:

1. Contact our customer support team.

2. Provide your order number and reason for the return.

3. submit package unboxing video

4. Wait for return authorization and instructions.

5. Securely package the item and send it to the return address provided.

Returns sent without prior authorization may not be accepted.

5. Refund Process

Once your returned item is received and inspected:

• You will be notified of the approval or rejection of your refund.

• Approved refunds will be processed to your original payment method.

• Refund processing may take 5–10 business days, depending on your payment provider or bank.

6. Shipping Costs

• Original shipping charges are generally non-refundable.

• Customers are responsible for return shipping costs unless:

  • The wrong item was shipped.

  • The product arrived damaged or defective.

  • The return is due to an error by Urban Bagg.

7. Exchanges

We are happy to exchange eligible items for:

• A different size

• A different color (subject to availability)

• A replacement for defective products

If the requested replacement is unavailable, we may offer a refund or store credit where applicable.

8. Order Cancellations

Orders may be cancelled only before they have been processed or shipped.

Once an order has been dispatched, it cannot be cancelled and must follow the standard return process.

9. Late or Missing Refunds

If you have not received your refund:

• Check your bank account.

• Contact your credit card provider or payment service, as processing times may vary.

• Contact your bank for additional information.

If you have completed these steps and still have not received your refund, please contact our customer support team.

10. Refund Exceptions

Urban Bagg reserves the right to deny refund requests if:

• Return conditions are not met.

• The item has been used, damaged, or altered after delivery.

• Fraudulent activity is suspected.

• The request falls outside the eligible return period.

11. Contact Us

For any questions regarding returns or refunds, please contact:

Urban Bagg

Email: support@urbanbagg.com

Phone: [+971 554460722]

Business Address: [Foam 1619 Al Shohaba Road Al Hamra Industrial Zone Ras Al Khaimah]

Customer Support Hours: Monday–Friday, 9:00 AM–6:00 PM