Effective Date: March 15, 2025

At Urban Essentials, we strive to provide high-quality products and a seamless shopping experience. If you are not satisfied with your purchase, our Refund and Returns Policy outlines the conditions and procedures for requesting a return or refund.

1. Eligibility for Returns and Refunds

a. Physical Products

We accept returns for physical products under the following conditions:

  • The item must be unused, in its original packaging, and in the same condition as received.
  • A return request must be made within 30 days of the delivery date.
  • The product is defective, damaged, or significantly different from its description.

b. Digital Products

Due to the nature of digital goods, we do not offer refunds or exchanges on digital downloads, software, or eBooks unless:

  • The product is defective or inaccessible due to technical issues.
  • The item was not delivered after a successful transaction.

2. Non-Returnable Items

Certain items are not eligible for returns, including:

  • Gift cards and promotional items.
  • Downloaded or accessed digital products that are functioning as described.
  • Personal care and hygiene products (for safety reasons).

3. How to Request a Return or Refund

To initiate a return or refund request, please follow these steps:

  1. Contact Us at info@urbanessentials.co.za within the eligible return period.
  2. Provide your order number and a brief description of the issue.
  3. For physical products, attach clear photos of the item and packaging (if applicable).
  4. Our team will review your request and respond with further instructions.

4. Refund Processing

  • Approved refunds will be processed to the original payment method within 5-10 business days.
  • Shipping costs for returns may be the responsibility of the customer unless the return is due to an error on our part.
  • If applicable, store credit or a replacement may be offered as an alternative.

5. Exchanges

We offer exchanges for defective or damaged items. If a replacement is not available, a full refund will be issued.

6. Late or Missing Refunds

If you haven’t received your refund after the processing period, please check with your bank or payment provider. If further assistance is needed, contact us at info@urbanessentials.co.za.

7. Policy Updates

We reserve the right to update this policy at any time. Any changes will be reflected on this page, and significant updates may be communicated to customers directly.

For any questions or concerns regarding returns and refunds, please contact us at info@urbanessentials.co.za.