Return & Refund Policy

At UrbanVixen, customer satisfaction matters to us. We aim to make the return and refund process clear and straightforward.

1. Return Eligibility

Products may be eligible for return if:

  • They arrive damaged or defective.

  • You receive an incorrect item.

  • The product has a verified issue that makes it unsuitable for its intended use.

Items must meet the applicable return conditions and be supported by the required order information.

2. Items That May Not Be Eligible

For hygiene, safety or product-specific reasons, certain items may not be eligible for return once opened or used, unless they arrive damaged, defective or incorrect, or applicable law requires otherwise.

3. Reporting a Problem

If you receive a damaged, defective or incorrect product, contact our customer support team with:

  • Your order number.

  • A description of the issue.

  • Clear photos or videos showing the problem, where applicable.

4. Return Approval

All return requests are subject to review. Please contact us before sending any product back. Unapproved returns may not be accepted.

5. Refunds

Once an eligible returned product has been received and inspected, we will inform you of the refund decision.

Approved refunds will be processed through the original payment method where possible, or another suitable method where necessary.

The time required for the refund to appear may depend on the payment provider or financial institution.

6. Exchanges

Exchanges may be considered depending on product availability and the nature of the issue.

7. Return Shipping

Responsibility for return shipping costs will be determined according to the reason for the return and applicable consumer protection laws.

8. Order Cancellations

Cancellation requests should be submitted as soon as possible. Orders that have already been processed or dispatched may not be eligible for cancellation.

9. Contact Us

For return, exchange or refund enquiries, contact our customer support team through the contact options available on our website.

Important: Nothing in this policy limits any consumer rights that cannot legally be excluded.