Refund policy
Your Statutory Right of Withdrawal
As a consumer in the European Union purchasing from urbanista.com, you have a statutory 14-day right of withdrawal under the EU Consumer Rights Directive. This means you may return your item within 14 days of receiving it for any reason and without giving any explanation, regardless of the condition of the item. This right cannot be limited or waived.
The 14-day withdrawal period begins on the day you, or a third party you have nominated, take physical possession of the goods. To exercise this right, you must notify us of your decision to withdraw before the 14-day period expires by contacting us at support@urbanista.com.
Where you exercise your statutory right of withdrawal, we will refund the full purchase price including the original standard outbound shipping cost. We will process the refund within 14 calendar days of receiving the returned goods, or of receiving proof that you have sent them back, whichever is earlier. The cost of return shipping is at your expense unless otherwise stated.
Exclusions from the Right of Withdrawal
The following product types are excluded from the 14-day statutory right of withdrawal under Article 16 of the Consumer Rights Directive:
- Sealed audio products (including earbuds and headphones) where the original hygiene seal has been broken after delivery. If you have opened the seal, the statutory right of withdrawal no longer applies, though our 30-day return policy may still apply — see below.
- Goods made to your specification or clearly personalised.
If you are unsure whether a product is eligible for return, please contact us at support@urbanista.com before opening the packaging.
Our 30-Day Return Policy
In addition to your statutory rights, we offer a 30-day return policy for orders placed on urbanista.com. This means you have 30 days from the date you receive your item to request a return under the following conditions.
Eligibility: To be eligible, your item must be in the same condition in which you received it — unworn, unused, with all tags attached, and in its original sealed packaging. You will also need your receipt or proof of purchase.
Opened sealed audio products: If you have broken the hygiene seal on earbuds or headphones, the item is not eligible for return under our 30-day policy (and the statutory right of withdrawal does not apply, as noted above). If the product is defective, please refer to the Warranty section below.
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, we will send you a prepaid return shipping label and instructions on where to send your package.
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. We will resolve the matter promptly at no cost to you.
For defective items purchased directly from urbanista.com, our warranty process applies — you do not need to return the defective product. Our team will guide you through the steps. Please see our Warranty Policy at urbanista.com/pages/warranty for full details.
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. If your return is approved, your refund will be processed to your original payment method within 14 calendar days of us receiving the returned goods. Refunds often arrive sooner. Please allow additional time for your bank or card provider to post the refund to your account.
Please note the following:
- Refunds under our 30-day return policy cover the product price only. Original outbound shipping costs are not refunded unless the return is due to a defect, damage, or an error on our part.
- Refunds under the statutory 14-day right of withdrawal include the original standard outbound shipping cost.
- Return shipping costs are non-refundable unless the return is due to a defect, damage, or an error on our part.
If you have not received your refund within 14 calendar days of us confirming receipt of your return, please contact us at support@urbanista.com and we will investigate.
Your Statutory Consumer Rights
This policy does not affect your statutory rights as a consumer under EU law or Swedish law. In addition to the right of withdrawal described above, you have a statutory two-year guarantee right under the EU Sale of Goods Directive, entitling you to a repair, replacement, or refund for goods that are faulty or not as described. These rights apply regardless of any commercial warranty we offer.
If you have a complaint that we have been unable to resolve, you may refer the matter to the National Board for Consumer Disputes (ARN) at arn.se, or use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.
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.