** NOTE: Please allow (10 to 25 days for USA) and (10 to 25 days for International) for delivery depending on items as we have multiple manufacturers from around the World. This is due to the current COVID-19 outbreak.**
Money Back Guarantee
Electronic items: These have a full 30-day money back refund guarantee. If you don't like the item or it is defective, we will either replace it at no cost to you, or you can send it back to us for a full refund.
Apparel items: These have a full 30-day money back refund guarantee. If an item is defective, we will replace it at no cost to you. You CANNOT return shirts unless they are defective.
Other items other than the above: These have a full 30-day money back refund guarantee. If you don't like the item or it is defective, we will either replace it at no cost to you, or you can send it back to us for a full refund.
Free Promotional Items: Due to the nature of these free promotional items, there is no refund applicable because you are not paying for the item. You pay for shipping, but that cost is not refundable because it goes towards actually shipping the item.
Mandatory: For all returns, the original product packaging and price tags must be returned along with the item. If not, the return will not be accepted.
NOTE: In the unlikely event that your return is invalid, our Customer Service will notify you before sending it back to you.
RESTOCKING FEE OF 20%
If your custom-designed products in already in production status, and you would like to ask for a refund, there will be a 20% restocking fee on the price you have paid. Please check with us if your order has gone into production status before asking for a refund.
The holding period before any orders goes into production status is normally 48 hours.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. If the product you got from us is FREE, you have to pay for your shipping & handling and our returns policy DOES NOT APPLY, which means you are unable to return the product to us.
Returns and Exchanges - Each item is customized and made to order. Hence ALL ITEMS ARE A FINAL SALE. We do not accept returns unless there is a defect in the product. In the rare event that an order is shipped with a defect or damaged, we will offer a replacement if the defect is reported within 14 days after receiving the item along with a proof of the defect. We do not accept returns, exchanges, or replacements in the case where the reason is due to the item being too small or too large. We provide complete information about our size and it is our customer’s duty to measure on their end before purchasing.
Refunds - Urban Esteem will not refund any customer whose order is not received because the shipping address provided during the checkout procedure was inaccurate or incomplete unless that order is classified as undeliverable or returned to sender by the courier. If the address is accurate but the package is missing (orders placed in the United States where the package never got delivered after 30 working days from order date), an investigation will be opened to retrieve and locate the package. If the package is not retrieved by the courier, Urban Esteem will reship the order at no additional cost. If your package shows delivered based on the tracking updates, but you did not receive it, it is your responsibility to contact the post office, file a claim for the missing package and resolve the issue.
(A detailed explanation of what is stated above is given below)
- Our policy for returns lasts 30 days within which you can return the item only if it falls into the categories mentioned in Clause 2 hereof. However, if 30 days have lapsed since receiving the item, we are not in a position to offer a refund or exchange, If the product you received from us is FREE, the customer has to pay for shipping and handling and our returns policy WILL NOT APPLY, which means you will be unable to return the product to us.
- Each item is customized and made-to-order. Hence ALL ITEMS SOLD ARE FINAL. We do not accept returns only if there is a defect in the item purchased, or you have not received your items after 30 working days.
- In the event of an item shipped is defective or damaged upon delivery, Urban Esteem will offer a one-time replacement if the defect or damage is reported within 14 days of receipt along with proof by way of an image of the defects of damage.
- We do not accept returns, exchanges, or replacement in the following cases:-
- Items ordered in error (including wrong quantity, design or variant selected)
- Exchanges for an alternative design, product or size.
- Second thoughts – unwanted items
- We provide complete information on our products and each item has a comprehensive description with “actual” images of same displayed on our online store website. It is the customer’s duty to scrutinize each item and description prior to placing an order.
- Once your return is received and inspected by our team, we will send you an email of receipt of the return item. You will also be informed of whether your request has been rejected or approved.
- In the case of approval being granted, your refund will be processed as soon as possible and a credit notification will automatically apply to your credit card and original method of payment, within a stipulated number of days, depending on the policies of your credit card provider.
- The following goods are exempt from being returned.:-
- Perishable foods – e.g. food, flowers, newspapers or magazines.
- Sanitary goods, hazardous materials or flammable liquids or gases.
- Gift cards
- Downloadable software products
- Health and personal care items.
- For us to complete your return, WE REQUIRE A RECEIPT OR PROOF OF PURCHASE
- The following items cover a partial refund:-
- Books with obvious signs of use
- CD, DVD, VHS tapes, software, video games, cassette tapes or vinyl records that have been opened.
- Any item not in its original condition is damaged or has parts missing for reasons not due to the error of Urban Esteem.
Refunds (if applicable)
- Urban Esteem will not refund customers whose orders are not received because the shipping address provided at the initial stage of placing the order, is inaccurate or incomplete unless that order is classified as undeliverable or returned to sender by the courier.
- If the address is accurate, but the package is missions, an investigation will be conducted to locate the package and retrieve same.
- If the package is not retrieved by the courier, Urban Esteem will reship the order at no additional cost. If your package shows delivered based on the tracking updates, but you have not received it, it is your responsibility to contact the post office, file a claim for the missing package and resolve same.
Late of missing refunds (if applicable)
- If you have not received your refund after two weeks, first check your bank account and if there is no refund, contact your credit card company, as it may take sometime before a refund is officially posted.
- Thereafter contact your bank, as there is often some processing time before a refund is posted.
- If you’ve done all of the above stated in Clauses 14 and 15 hereof and you have still not received your refund, please contact us immediately at firstname.lastname@example.org
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Returns (only for Apparels)
We only replace items if they are defective or damaged.
For items only on :
If you need to return the item, send us an email at email@example.com first before we process your returns.
*** To return your product, please email to us so that we can give you the return address. ***
Customers are responsible for the return shipping charges in order to get a refund on the products.
Size Exchange (applicable only to Apparels)
For size exchange only, you don’t have to have your items sent back to us. If for any reason you are not happy with the size of the garment we will provide a one-time replacement either two sizes up or two sizes down from the original order.
Once the replacement has been made and shipped, you will get a new tracking number for the replacements. All we ask is you donate the wrong sized garment to a shelter.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.