Return & Replacement Policy

More than anything, we want you to be happy with your purchase! If something doesn’t look or feel right, please contact us via chat, email info@urbelloria.com or our contact form, and we’ll make it right!

1. Defective / Damaged Items

1.1 Timeframe

Please be reminded that:

  • Our policy for these cases lasts 30 days for replacement/refund. If 30 days have gone by since the delivery day, unfortunately, we can’t offer you a replacement or refund.
  • If you are not satisfied with your order, you may request a refund and keep the item.

1.2 Eligibility

Due to the fact that our products are customized, we do not exchange or issue a full refund unless an item you received has a major problem. This includes when the item is:

  • Significantly different from the description or preview shown to you;
  • Damaged due to the fault of our factory or the carrier;
  • Not what you ordered;

Please note that for other cases not mentioned above, we only offer a partial refund (excluding the shipping fee). A 20% difference between advertised images and the actual item may occur due to lighting or monitor display variations.

1.3 How to File a Claim

To file a claim, please send us an email at info@urbelloria.com and include the following (this is a must):

  • Order number
  • Video/photo of the defective product
  • If the claim is about a printing error, please include photos of the error.
  • If the claim concerns sizing issues, include a measuring tape or ruler in the photos.

Example sizing image

  • If some items are missing, please include photos of what you received and the detailed shipping label.
  • If the item received does not function properly (e.g., LED not working), please provide a clear video of the issue.

Our support team will review the photos/videos you sent. If your item is eligible, we will resend the product at no additional cost. If replacement is not practical, we will issue a full refund (including shipping).

1.4 Note

We typically DO NOT accept refunds or replacements due to customer errors, such as:

  • Incorrect selection of sizes, designs, colors, etc.
  • Failing to preview the design carefully before checkout.

Please review your order carefully before checkout.

2. Lost / Missing Items

  • Our policy for these cases lasts 30 days for replacement/refund requests. If 30 days have passed since purchase, we cannot provide a replacement or refund.
  • If your order has had no tracking updates for more than 14 days (domestic) or 21 days (international), you may request a replacement or refund. To file a claim, contact info@urbelloria.com and include your order number (this is a must).
  • We DO NOT accept refunds or replacements due to incorrect or incomplete addresses provided by the customer. Please check your address carefully before checkout.

3. Replacement / Refund Process

  • As our products are customized, we do not require returned items. You may donate, keep, or dispose of them freely. Replacement items follow the same shipping timeframe as a normal order.
  • Refunds will be confirmed via email once processed. Please allow 7–10 days for the refund to appear in your account (depending on your bank).

Placing an order means that you accept all the terms mentioned above.