Refund & Return Policy
Last Updated: August 2026
At Urbanizit, your satisfaction is important to us. We stand behind the quality of our products and want to ensure every customer has a positive experience. Please read our Refund & Return Policy carefully before making a purchase.
1. Our Quality Guarantee
Every Urbanizit product is made from premium 316L stainless steel with PVD vacuum plating and carries a lifetime plating warranty against manufacturing defects, plus a 14-day warranty against product defects (e.g. broken clasps, defective chain links). We are confident in the quality of our products and will address any genuine manufacturing issues promptly.
2. Return Eligibility
We accept returns and exchanges under the following conditions:
- Manufacturing defect: The product has a defect that was present at the time of delivery (e.g. broken clasp, loose link, incorrect item received).
- Wrong item received: You received a product different from what you ordered.
- Damaged on arrival: The product arrived visibly damaged due to transit handling.
Returns must be requested within 7 days of delivery. Products must be unworn, unused, and in their original packaging to be eligible for a return or exchange.
3. Non-Returnable Items
The following items are not eligible for return or refund:
- Products that have been worn, used, or altered
- Products returned after 7 days from the delivery date
- Products damaged due to misuse, chemical exposure, physical impact, or improper care
- Products without original packaging
- Sale or discounted items (unless defective)
- Custom or personalised orders
4. How to Request a Return or Exchange
To initiate a return or exchange, please follow these steps:
- Email us at support@urbanizit.com within 7 days of receiving your order.
- Include your order number, a brief description of the issue, and clear photographs of the defect or damage.
- Our team will review your request within 2–3 business days and provide return instructions if your request is approved.
- Ship the product back to us using the provided instructions. Do not send items back without prior approval — unapproved returns will not be processed.
5. Return Shipping
For approved returns due to manufacturing defects, wrong items, or transit damage, Urbanizit will cover the return shipping cost by providing a prepaid return label or reimbursing reasonable return shipping charges upon submission of proof.
For change-of-mind returns (where applicable and approved on a case-by-case basis), the customer is responsible for return shipping costs.
6. Refunds
Once we receive and inspect the returned item, we will notify you of the outcome within 2–3 business days. If your return is approved:
- Refund: A full refund of the product price will be processed to your original payment method within 5–7 business days. Shipping fees are non-refundable unless the return is due to our error.
- Exchange: If you prefer an exchange, we will dispatch the replacement product within 2–3 business days of receiving your returned item.
If your return is not approved (e.g. the product shows signs of use or does not meet return conditions), we will return the product to you and explain the reason for rejection.
7. Warranty Claims
Our lifetime plating warranty covers manufacturing defects in the PVD plating (e.g. uneven plating, bubbling, flaking) that occur under normal use. Our 14-day manufacturing warranty covers structural defects in the product itself.
Warranty claims do not cover:
- Tarnishing or wear from exposure to chemicals (perfumes, lotions, cleaning agents, chlorine)
- Physical damage from impact or dropping
- Normal scratching from everyday use
- Damage caused by improper sizing or forced fitting
To make a warranty claim, email support@urbanizit.com with your order number and photos of the issue. Approved warranty claims will be resolved by repair, replacement, or refund at our discretion.
8. Cancellations
Orders can be cancelled within 12 hours of placement by emailing us at support@urbanizit.com. Once an order has been dispatched, it cannot be cancelled — please use the return process instead.
9. Contact Us
For all refund and return enquiries, please contact our support team:
- Email: support@urbanizit.com
- Response time: Within 24 hours on business days
- Website: urbanizit.com
We are committed to resolving every issue fairly and efficiently. Your trust in Urbanizit matters to us.