Refund policy

 

🏛️ Urban Gigi Returns & Refund Policy

 

Every Urban Gigi product is made to order with sustainability in mind — a conscious choice that reduces waste and ensures each item meets our high standards of quality.

 

🛑 Order Cancellations

 

We start production quickly to ship your unique item as soon as possible. Please review this carefully:

  • Cancellation Period: Orders can be canceled within 24 hours of placement. After this 24-hour window, the order will be locked in for production and cannot be canceled or refunded.

  • How to Cancel: To request a cancellation, you must immediately email us at support@urbangigi.com and include your order number.

 

🚫 Returns and Refunds (Damage/Defect Only)

 

Due to our on-demand production model (made-to-order), we do not offer refunds or exchanges for non-faulty items, including those related to change of mind, buyer's remorse, or incorrect sizing/model selection made by the customer. Refunds and replacements are only offered for items that are defective or damaged.

Reporting a Damaged or Defective Item

  • Time Limit: If your item arrives damaged or faulty, you must contact us within 14 days of delivery.

  • Required Information: You must email support@urbangigi.com immediately with your order number and clear photos of the damage or defect. We cannot process a claim without clear photo evidence within this window.

  • Resolution: Upon verification of the damage or defect, we will provide a free replacement or a full refund, whichever you prefer. In most cases of damage, we do not require the item to be shipped back; clear photo evidence is sufficient. If a physical return is required, we will provide a return shipping label and instructions via email.

Non-Refundable Situations We are unable to offer refunds or exchanges for the following reasons:

  • Change of Mind: You no longer want the item.

  • Customer Error: You selected the wrong size, color, design, or product model (e.g., wrong phone type) during checkout.

  • Sale Items: Items purchased on sale or at a promotional discount are considered Final Sale for change-of-mind. However, your statutory rights remain unaffected; if a sale item is received damaged or defective, it is fully eligible for a replacement or refund as outlined above.

  • Used Items: Items that have been used or are not in the condition they were received.


 

💸 Refund Processing

 

We will send you an email confirmation after processing your refund. A credit will be applied to your credit card or original method of payment, typically within 10 business days.