Refund policy

Return & Refund Policy

At Urban Lane Shop, customer satisfaction is our priority. We stand behind every product we sell. If you're not happy with your purchase, this policy explains exactly how we'll make it right.

60-Day Refund Window

All refund requests must be submitted within 60 calendar days from the date your order was delivered. The delivery date is determined by the tracking information provided with your shipment. Requests submitted after the 60-day window has closed will not be eligible for a refund under any circumstances.

Eligibility Requirements

To qualify for a refund, the following conditions must be met:

  • Your request is submitted within 60 days of confirmed delivery
  • You provide your order number and a clear description of the issue
  • You include photo or video evidence showing the problem (damaged packaging, defective product, wrong item, etc.)
  • You contact us directly at UrbanLaneShopContact@gmail.com

No Physical Returns Required

We do not require you to ship any items back to us. All eligible refund requests are processed without the need for a physical return. You may keep or dispose of the item at your discretion.

What Qualifies for a Full Refund

  • Damaged items: Product arrived broken, crushed, or otherwise damaged during shipping
  • Defective items: Product does not function as described or has a manufacturing defect
  • Wrong item received: You received a different product than what you ordered
  • Significantly not as described: The product differs materially from the listing description, images, or specifications
  • Lost in transit: Tracking shows no delivery within 30 business days of shipment, or tracking shows delivered but you did not receive the package (subject to investigation)

What Qualifies for a Partial Refund

  • Change of mind: If you simply changed your mind or no longer want the product, a refund may be issued at your discretion. Photo evidence is not required for change-of-mind requests, but you must still contact us within the 60-day window.
  • Partial order received: If your order arrived incomplete or missing items, we will refund the value of the missing items or reship them at no cost — your choice.
  • Minor cosmetic differences: Slight variations in color, texture, or appearance from listing photos that do not affect the product's function may qualify for a partial refund at our discretion.

What Does NOT Qualify for a Refund

  • Requests submitted after the 60-day delivery window
  • Damage caused by misuse, neglect, or improper handling by the customer
  • Normal wear and tear resulting from regular use
  • Items that have been altered, modified, or repaired by the customer
  • Dissatisfaction due to unrealistic expectations not supported by the product listing
  • Orders where the customer provided an incorrect shipping address and the package was delivered to that address
  • Refund requests with no supporting evidence (photos or video) when evidence is required

How the Refund Process Works

  1. Submit your request: Email UrbanLaneShopContact@gmail.com with your order number, a description of the issue, and photo/video evidence
  2. Review period: Our team will review your request within 2-3 business days and may ask follow-up questions or request additional documentation
  3. Decision: You will receive an email confirming whether your refund has been approved, partially approved, or denied, along with an explanation
  4. Processing: Approved refunds are issued to your original payment method (credit card, debit card, or PayPal). Please allow 5-10 business days for the refund to appear on your statement, depending on your financial institution
  5. Confirmation: You will receive a final confirmation email once the refund has been processed on our end

Late or Missing Refunds

If more than 10 business days have passed since your refund was approved and you have not received it:

  1. Check your bank or credit card statement again — some institutions take longer to process
  2. Contact your bank or credit card company directly, as there is often a processing delay on their end
  3. If you've completed both steps and still haven't received your refund, email us at UrbanLaneShopContact@gmail.com and we will investigate immediately

Order Cancellations

  • Orders cancelled before shipment will receive a full refund with no fees
  • Orders cancelled after shipment are subject to this refund policy and the 60-day delivery window

Exchanges

We do not offer direct exchanges at this time. If you need a different item, please request a refund for the original order and place a new order for the item you'd like.

Multiple Claims

We reserve the right to limit, deny, or flag accounts that submit an excessive number of refund requests. This policy exists to protect our business against abuse while ensuring genuine customers are taken care of.

Contact Us

For all refund requests, order issues, or questions about this policy:

📧 UrbanLaneShopContact@gmail.com

Please include your order number in all correspondence to help us resolve your issue as quickly as possible.