Returns & refunds

At urbanhavendds.icu, we want you to be satisfied with your purchase. If you need to return or exchange an item for any reason, please follow our return and refund policy:

1. Return Conditions
   Return Time: You can apply for a return within 14 days of receiving the item.

Item Condition: Returned items must be unused, unwashed, and in their original packaging with all labels intact.

2. Return Procedures
   Contact Customer Service: Please contact our customer service team via email, providing your order number and information about the item to be returned to request a return.

Obtain Return Authorization: Our customer service team will process your request and provide a return authorization number and return address.

Prepare the Return Package: Ensure the item remains in its original condition, repackage it using secure packaging materials, and affix the return number to the outer packaging.

Send the Item Back: Use a trackable mail service to return the item to the designated address. Please keep your mailing receipt for future reference.

3. Refund Processing

Once we receive the returned goods, we will review them. If the return meets the conditions, the refund will be processed and credited to your original payment method.

Refund processing time is typically 5-10 business days, depending on the payment method and bank processing time.

4. Shipping Policy
   Return Shipping Costs: Unless the goods are defective or incorrect, our return policy generally does not cover return shipping costs, which are borne by the customer.

Free Returns: In certain circumstances (such as defective goods or receiving the wrong goods), we will cover the return shipping costs.