Customers may return items only if there are manufacturing errors or damage, with a minimum order quantity (MOQ) of 50 pieces per order. Returns for non-defective, correctly customized products are not accepted. This policy ensures quality control and clarity on advance payments, customization charges, and timelines.

1. Return Eligibility and MOQ

  • Returns are accepted only for items that are damaged during shipping or contain errors in customization, within the first 14 days of delivery.
  • A minimum order quantity of 50 pieces applies to all orders; so returns are only available if one or more items in the batch of 50 pieces are defective or wrongly customized
  • Customized or personalized products cannot be returned unless they meet the conditions above
  • Returnable Items: Only items that are damaged or wrongly customized (e.g., incorrect stitching, wrong logo placement) qualify for return. Customized products without such defects are non-returnable.

    NON RETURNABLE ITEMS
  • Items that are used, altered, or in perfect condition.
  • Products correctly produced to specifications, even if you change your mind after delivery.
  • Any item explicitly marked “non-returnable” at purchase.

2. Return Process

  1. Initiation: Contact our Customer Service via:
    • Phone: +971 50 345 2215
    • Email: info@urbanwears.co
  2. Information Required: Provide your order number, a brief reason for return, and clear photos showing the defect or customization errorBigCommerce Help Center.
  3. Authorization: Our team will issue a Return Authorization and detailed shipping instructions.
  4. Packaging: Securely repackage the item(s) with the authorization form.
  5. Shipping the Return
    • Our Error: If the return is due to Urban Wears’ mistake (wrong item or defect), we cover 100% of return shipping costs
    • If the return is customer-initiated for other eligible defects post-MOQ, the customer covers shipping.
    • Customer Error: Returns for reasons other than our error (e.g., ordering the wrong size) are not accepted under this policy.

3. Refunds and Exchanges

  • After receipt and inspection, Urban Wears will email you confirmation of approval or rejection of your return
  • Approved refunds are credited to the original payment method within 3–5 business days; banks may take additional time
  • Exchanges for replacement items are processed promptly once the returned items pass inspection.

4. Defective or Damaged Items

  • For defective or damaged goods, please report within 3 days with clear photos⁹
  • Urban Wears may offer a replacement or full refund at our discretion, subject to our policies, at no extra cost to you.

5. Additional Customization Charges

  • Any customization requests submitted after the order is confirmed (50% advance paid) are subject to additional fees, based on the scope and complexity of the modification.

6. Contact Information

For questions or to initiate a return, please reach out:

  • Phone: +971 503 452 215

Email: info@urbanwears.co