Return & Exchange Policy

This policy applies to customers who purchase products through the UrbanLoria online store (hereinafter referred to as “we”, “us”, or “our”). After receiving the product, customers may request a return or exchange according to the terms described in this policy.

1. Return & Exchange Period (Within 30 Days After Delivery)

Customers may submit a return or exchange request within 30 days after receiving the product.

We allow a maximum processing cycle of up to 35 days for the entire return or exchange process for the following reasons:

• Customers may submit return or exchange requests within 30 days after delivery

• Return shipping and warehouse receipt may require additional time

• Product inspection and refund processing also require a reasonable review period

Therefore, the entire return and refund process may take up to approximately 35 days to ensure proper inspection and processing.

2. Return & Exchange Conditions

Customers may request a return or exchange under the following circumstances:

• Product appearance issues

• Product quality problems

• Unpleasant odor or significant color differences

• The item received does not match the order description

• Return or exchange without a specific reason

Returned items should remain in reasonable condition to allow inspection and processing.

3. Return Process

Step 1
Contact us via email or phone to request a return and provide:

• Order number

• Payment confirmation

• Reason for the return or exchange

• Relevant photos or videos

Step 2
Our customer service team will review the request. If the request is approved, we will notify you and provide the return address.

Step 3
You should send the product back to the designated return address and wait for confirmation after we receive the package.

Step 4
After receiving the returned product, we will inspect it to verify the reported issue. If the inspection is approved, we will arrange the refund.

For more information regarding refunds, please refer to our Refund Policy.

4. Exchange Process

Step 1
Contact us via email or phone to request an exchange and provide:

• Order number

• Payment confirmation

• Reason for the exchange

• Relevant photos or videos

Step 2
Our customer service team will review the request. If approved, we will notify you and provide the return address.

Step 3
You should return the product to the designated address and wait for confirmation after it is received.

Step 4
After inspection and verification, we will arrange the shipment of the replacement product within 1–3 business days.

For more information about shipping times, please refer to our Shipping Policy.

5. Refund Process

Refund Method

Refunds will be issued to the original payment method used for the order.

The refund will be returned to the payment card used during checkout (such as Visa or MasterCard).

Refund Processing Time

Depending on the processing efficiency of different banking institutions, refunds are typically completed within 3–5 business days.

If the refund has not been received within the expected timeframe, please contact us for assistance.

6. Cost Responsibility

We will cover the return shipping cost in the following situations:

• Product appearance defects

• Product quality issues

• Unpleasant odor or significant color difference

• Item received does not match the order description

Customers will be responsible for the return shipping cost in the following situation:

• Returns requested without a specific reason

7. Disclaimer

Return or exchange requests must be based on valid order information and will be subject to review.

In the following situations, the return or exchange may not be processed or may require further verification:

• Incomplete information provided with the request

• Products not returned according to the specified process

• Product condition inconsistent with the description provided in the request

We will process return or exchange requests based on order records and product inspection results.

8. Contact Us

Contact Address
1335 CEMETERY HILL DR, ELKVIEW, WV 25071, United States

Customer Service Phone
+1 (681) 510-2546

Customer Service Email
Wzqeuropcare@urbanloria.com

Customer Service Hours
Monday to Friday
9:00 – 12:30 and 14:00 – 18:00 (U.S. Time)