Thank you for shopping at Urbanmus. Customer satisfaction is our priority. If you are not completely satisfied with your purchase, please review our return and refund policy below.
Returns
We accept returns within 30 days of the delivery date.
To qualify for a return, items must:
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Be unused, unworn, and unwashed.
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Have all original tags attached.
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Be in their original condition and packaging.
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Be free from stains, odors, damage, or alterations.
Items that do not meet these requirements may not be eligible for a refund.
Non-Returnable Items
The following items cannot be returned:
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Final sale or clearance items.
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Gift cards.
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Customized or personalized products.
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Swimwear without the original hygiene liner.
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Items returned without original tags.
Return Process
To request a return, please contact our customer support team before sending any item back.
Email: info@urbanmus.com
Please provide:
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Your order number
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The item(s) you wish to return
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The reason for the return
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Photos if the item is damaged or defective
Our team will respond with return instructions within 1–2 business days.
Return Shipping Costs
Customers are responsible for return shipping costs unless:
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The wrong item was shipped.
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The item arrived damaged or defective.
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An error was made by Urbanmus.
We recommend using a trackable shipping service, as we are not responsible for lost return packages.
Refunds
Once your return is received and inspected, we will notify you regarding the approval of your refund.
Approved refunds will be issued to the original payment method within 5–10 business days.
Please note that additional processing time may be required by your bank, credit card provider, or payment processor.
Shipping charges are non-refundable unless the return is due to our error.
Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact us within 7 days of delivery.
Please include:
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Your order number
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A description of the issue
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Clear photos of the product and packaging
We will work to resolve the issue as quickly as possible.
Exchanges
We currently do not offer direct exchanges.
If you need a different size, color, or style, please return the eligible item and place a new order.
Order Cancellation
Orders may be canceled within 12 hours of purchase.
Once an order has been processed or shipped, cancellation requests cannot be guaranteed.
Contact Information
If you have any questions regarding this Return & Refund Policy, please contact us:
Urbanmus
Email: info@urbanmus.com
Phone: +1 212 555 7834
Address:
18 Reservoir Road, Unit 1
Highland, New York 12528
United States
We appreciate your business and are committed to providing excellent customer service.