Refund policy

Our 30-Day Return Policy

You can return any product purchased from urbanista.com within 30 days of receiving it.

Eligibility: To be eligible, your item must be in mint condition, returned in its original packaging with all original accessories included. You will also need your receipt or proof of purchase.

Items purchased from authorised retailers: Products purchased from authorised retailers, including Amazon, must be returned to the retailer where they were purchased. They cannot be returned directly to Urbanista.

 

How to Start a Return

Contact us at support@urbanista.com before sending anything back. Please include your order number and a brief description of the reason for return. Once your return is accepted, package your product securely in mint condition with all original accessories and packaging, and send it to:

Urbanista AB
Mäster Samuelsgatan 10
111 44 Stockholm
Sweden

Return shipping costs are the responsibility of the customer. Items sent back without first requesting and receiving approval will not be accepted.

 

Damaged, Defective, or Wrong Items

Please inspect your order upon receipt. If your item is damaged in transit, defective, or if you have received the wrong item, contact us immediately at support@urbanista.com with a description and, where possible, photos of the issue.

If you received the wrong item or your item arrived damaged due to an error on our part, we will resolve this at no cost to you.

For defective items purchased directly from urbanista.com under warranty, please see our Warranty Policy at urbanista.com/pages/warranty for full details on how to make a claim.

 

Exchanges

We do not offer direct exchanges. If you would like a different product, please request a return for the original order in accordance with this policy. Once the return is accepted, you are welcome to place a new order separately.

 

Refunds

Once we have received and inspected your return, we will notify you of the outcome. Refunds cover the product price only — original outbound shipping costs and return shipping costs are non-refundable, unless the return is due to a defect, damage, or an error on our part. Approved refunds will be processed to your original payment method within 3–5 business days of us receiving and inspecting the returned product. Please allow additional time for your bank or card provider to post the refund to your account.

If you have not received your refund within the expected timeframe after we confirm receipt of your return, please contact us at support@urbanista.com and we will investigate.

 

Your Statutory Rights

This policy sits alongside, and does not limit, any statutory rights you may have under the consumer protection law of the country you live in. If your local law provides additional rights — such as a right of withdrawal, or a longer guarantee period than described here — those rights apply in full, regardless of anything in this policy.

If you have a complaint that we have been unable to resolve, you may refer the matter to your local consumer dispute resolution body. For customers in the EU, this includes the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr. For customers in Sweden, this includes the National Board for Consumer Disputes (ARN) at arn.se.

 

Contact

For all returns, refund queries, and warranty matters, please contact us at:

 

support@urbanista.com

We aim to respond within 3 business days, Monday to Friday.