Return Policy

URBAUX — Return & Refund Policy

Effective date: 2025-10-04 • Based in: Montréal, Québec, Canada
Applies to all purchases from URBAUX. Operates 100% via dropshipping.

1) Easy Summary

  • Return window: 30 calendar days from delivery.

  • Who not elegible to return: We no covered if you choose bad size.

  • Eligible condition: New, unused, unwashed, with original tags/packaging.

  • Who pays return shipping? You do, unless the item is defective/damaged/incorrect—then we cover it.

  • What you get: Refund to original payment method or store credit (your choice).

  • RMA required: Returns must be pre-authorized; unauthorized parcels will be refused.

2) Eligibility & Condition

To qualify for a return/refund:

  • Start the process within 30 days of the carrier’s delivery date.

  • Item must be unused and in original retail condition (tags, protective films, manuals, accessories, gift boxes).

  • For watches/accessories: protective films/seals intact, bracelet links unremoved, no scratches or wear.

  • For apparel: unworn, unwashed, free of odors/deodorant/makeup, hygienic liner (if any) attached.

Not returnable (final sale):

  • Clearance/Final Sale items (marked on product page or at checkout).

  • Hygiene-sensitive items once unsealed (e.g., skincare, grooming, cosmetics, underwear, socks, face masks, earrings).

  • Customized/monogrammed items.

  • Gift cards.

3) Defective, Damaged, or Wrong Item

  • Report within 7 calendar days of delivery to support@urbaux.online with order number, photos/video of the issue and packaging.

  • Once verified, we’ll send a prepaid label or reship at no cost. If a return is required, we’ll issue a replacement or refund/store credit after inspection.

4) How to Start a Return (RMA)

  1. Email urbaux01@gmail.com with order #, item(s), reason, and photos (if applicable).

  2. We’ll reply within 2–3 business days with your RMA and the correct return address (supplier warehouse).

  3. Ship the item back within 7 days of receiving the RMA. Use a trackable service and share the tracking link.

    • Unauthorized return-to-sender or returns to our Montréal office will be refused.

    • If we provide our label for a non-defect return, its cost will be deducted from your refund.

Dropshipping note: Your order may have multiple suppliers. Returns may require separate labels/addresses for each package.

5) Refunds, Exchanges & Processing Times

  • Refund method: Original payment method or store credit.

  • Timing: We aim to inspect within 3–5 business days of receipt; refunds typically post 5–10 business days later (processor/bank dependent).

  • Exchanges: If the new size/color is in stock, we can exchange; otherwise we’ll offer refund or store credit.

    • Fastest option: place a new order and return the original for refund.

Deductions (when applicable):

  • Original and return shipping for remorse/size returns.

  • Missing/damaged packaging or accessories may incur a reasonable deduction (up to 15%).

6) Undeliverable, Refused, or Unclaimed Parcels

If a parcel returns due to refusal, repeated delivery failure, invalid address, or unpaid customs, we can:

  • Reship (you pay new shipping), or

  • Refund minus outbound/return shipping and carrier return fees (if eligible).
    See our Shipping Policy for delivery issues and “Delivered but not received.”

7) International & Duties

For cross-border purchases, duties/VAT/brokerage paid at delivery are non-refundable by URBAUX. You may inquire with your carrier/customs about reclaim options.

8) Cancellations

We can cancel or edit an order within 2 hours of checkout if it has not entered processing or shipped. After that, please use the return process above.

9) Legal & Consumer Rights (Québec/Canada)

Nothing in this Policy limits your non-waivable rights under the Québec Consumer Protection Act and applicable Canadian law, including legal warranties of quality and durability. Where this Policy conflicts with mandatory law, the law prevails.