Cancellation Before Shipment
Unless otherwise specified for particular products, we shall refund your payment if you decide to cancel your orders within twenty four (24) hours after your order has been confirmed and prior to shipment except for the transaction fees charged by the credit card company which is non refundable.
If you decide to cancel your orders twenty four (24) hours after your order has been confirmed and prior to shipment, we shall deduct a minimum of RM25.00 from your payment as administrative fees in addition to the transaction fees charged by the credit card company. The balance after deduction of the administrative fees and the transaction fees charged by the credit card company, the remaining balance amount will be refunded to you.
Should any order be cancelled by Urbanez Online due to stock shortage or any other reasons that may result in Urbanez Online's inablility to fulfill the order, a full refund will be made to the customer.
ONCE YOUR ORDER HAS BEEN SHIPPED YOU ARE NOT ABLE TO CANCEL YOUR ORDER. WE WILL NOT REFUND YOUR PAYMENT EVEN IF YOU RETURN THE PRODUCTS TO US.
1. What is the Urbanez Online Return policy?
Product sold are not returnable and exchangable. If in any situation that customer insists on returning the unused product within 5 days from the date of purchased (countdown starts from the date you received the item), we will charge a restocking fee of 25% or more, subjected to the requirements of valid return and reasons of return stated below.
You must inspect each product thoroughly upon delivery. If on your initial inspection, any product has apparent defects or is missing parts and you wish to return it, you must report this within 24 hours from the delivery to the customer service team at firstname.lastname@example.org
All shipping costs associated with returning a product under this clause are the responsibility of the customer. Any damage or loss to the product being returned while in transit is at customer's risk.
CERTAIN PRODUCT ARE NOT ELIGIBLE TO BE RETURNED OR REFUNDED, SUCH AS FRIDGE, DRYER, PROFESSIONAL RANGE COOKER, WASHER AND WATER FILTER.
2. What are the requirements for a valid return?
The buyer need to provide all the following documents for a valid return.
3. What are the valid reasons for return?
We will not process refunds for incorrect purchase or change of mind. Any personal feeling or subjective reason is not elighible for exchange or return/refund, based on the fact that the product is not perfectly suit you or the end result does not meet your expectation.
For any return request motivated by a damage issue, you will be instructed to send pictures of the spotted defects to our customer service team, as to allow us to validate the fact that the product is indeed defective. Once we would have validated that the items is defective, we would replace the defective item at our cost, providing that our return procedure has been followed.
4. How do I request to return an item?,
You may email us at email@example.com with the subject "RETURN: " and your order number or tax invoice. Describe the defect, damage or incorrect item as accurately and as detailed as possible. Send us the pictures of the product to be return. Take as many clear and evident pictures of the product as you need to demonstrate the defect, damage or incorrect items, together with its original packaging. We will revert within 48 hours.
5. How long is the whole return process take?
The whole return process may take up to 14 - 30 business days.
Please contact us at firstname.lastname@example.org if you have any questions or doubts.