RETURN & REFUND POLICY – Urban Revivo
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RETURN & REFUND POLICY

30-day return policy

1. As soon as you’ve decided you’d like a return, you have 30 days from the date you received your full order;
2. Simply submit a return application via our Return Portal. Any returns without a prior submission of return request may not be accepted;
3. Clearance items, final sale items, and flash sale items are not eligible for returns and refunds, except for items with quality issues;
4. Items must meet our return criteria to be eligible for a return.
5. If your purchase was with made with discount coupons, we have the right to not refund the coupons used. Please use your coupons prudently.

Our return criteria

1. Items must be in new condition, unworn, unaltered, and free of damages by the customer;
2. Items must be in their original packaging with all original tags attached;
3. For reasons of hygiene, the following items cannot be returned: bodysuits, lingerie, socks, underwear, and other personal clothing;

Shipping costs
1. Please note that the original shipping fee (if any) is non-refundable;

2. For returns not related to quality issues, the shipping costs will be borne by the customer.

Returns not related to quality issues

1. Loose threads and raw edges;
2. Differences in color, touch, and thickness as displayed on the monitor;
3. Dissatisfaction in style, color, or any other personal reasons;
4. Damages due to improper maintenance, modifications, or any other human factors;
5. Defective goods that have been clearly indicated at the time of purchase;
6. Sizing charts and customer service act only as guides for your purchase. Sizing issues are not considered quality issues;
7. For returns related to quality issues, please attach relevant pictures to your reply on the return confirmation email.

How to return

1. Submit a return application via our Return Portal by filling in your email address and order number;
2. Proceed to select the item(s) you would like to return and enter the reason for return;
3. We will respond to you with instructions for return within 1 business day;
4. Please note that you can only submit one return application per shipment.

Receiving a refund

1. The refund will be issued to your original payment method and in the same currency;
2. We will do our best to process your refund as soon as we can, though it may take up to 5-10 business days;
3. The exact timing of refund receipt will depend on your bank or credit card issuer.

Note

1. Please do not return your item(s) to the address marked on the parcel you received. Any returns that are not approved by our customer service will not be accepted;
2. We do not accept any drop-offs. All returns must be mailed.
3. Any return that does not meet our policy or which exceeds the 30-day validity period will not be accepted.

Exchange

We do not offer exchanges at the moment. However, you can place a new order and initiate a return. We will process your return and refund as soon as we receive your return item(s).

About Charge-back

We understand that customers have the right to raise a chargeback for transaction security purposes. However, a charge-back process may take up to 180 days. Should you have any need for a charge-back, we highly recommend you contact our Customer Service Team for assistance. Our team will offer you an appropriate solution as soon as we can.

Questions?

For any other questions regarding returns and refunds, feel free to reach out to our customer service team.

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