Refund policy
Refund & Replacement Policy
We stand behind every Urbanova order. If something isn't right, we'll make it right.
30-Day Satisfaction Guarantee
If you're not completely happy with your purchase, contact us within 30 days of receiving your order and we'll resolve it — no hassle, no drama.
What's Covered
- Product arrives damaged or defective
- Product stops working within 30 days of delivery
- Wrong item received
- Item not received within 30 days of shipping confirmation
What We Offer
Depending on the issue, we'll offer you either a full refund to your original payment method or a free replacementshipped to you at no extra cost. We'll always work with you to find the best solution.
How to Request a Refund or Replacement
- Email us at support@geturbanova.com with the subject line: "Order Issue — [Your Order Number]" or you can also fill this form.
- Include a photo or short video showing the issue with your product
- We'll respond within 24–48 hours with a resolution
That's it. No need to ship anything back.
Important Details
- Requests must be submitted within 30 days of your delivery date, not your order date
- We require photo or video proof to process your request — this helps us understand the issue and improve our product
- Refunds are processed within 5–7 business days of approval and returned to your original payment method
- We do not require you to return the product for issues covered under this policy
What's Not Covered
- Change of mind after 30 days of delivery
- Damage caused by misuse, drops, or accidents
- Issues reported after the 30-day window has passed
Contact Us
Have a question before you buy? We're happy to help. 📧 support@geturbanova.com. We typically respond within 24 hours.