You may cancel your order at any time before it has been shipped for processing. Once your cancellation request is received and verified, we will process your cancellation within 1-2 business days. Upon successful cancellation, you will receive a full refund to your original payment method. Please note that if your order has already entered the shipping process, it cannot be canceled, but you may return it following our standard return policy after receiving the item.
We accept returns within 30 days of the original purchase date. To be eligible for a return, your item must be unused, in the same condition as you received it, and in its original packaging with all tags attached. A valid proof of purchase (receipt or order confirmation) is required for all returns. Return shipping costs are the responsibility of the customer unless the return is due to our error (e.g., wrong item shipped or defective product).
To initiate a return, please contact our customer service team to obtain a Return Merchandise Authorization (RMA) number. Items returned without an RMA number may experience processing delays or may not be eligible for refund. Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
Approved refunds will be processed to the original payment method within 7-10 business days after we receive and inspect the returned item. The refund amount will include the purchase price of the returned item(s), excluding original shipping charges (unless the return is due to our error). Please allow additional time for your bank or credit card company to process and post the refund to your account, as this may take up to two billing cycles depending on your financial institution.
Sale items and gift cards are final sale and not eligible for return or refund unless required by applicable law. For items purchased during promotional periods, the refund will be for the amount you actually paid after any discounts were applied.
If you haven't received your refund within the expected timeframe, please first check your bank account again and contact your credit card company, as it may take some time before your refund is officially posted. If you've completed these steps and still have not received your refund, please contact us with your order details, including the date of purchase, order number, and payment method used. We will investigate the matter and work with our payment processor to resolve any issues.
In cases where a refund was issued but never received, we may need to cancel the original refund transaction and process a new one. This may require additional verification steps to ensure the refund reaches the correct account.
If you have any questions about our Return & Refund Policy, please don't hesitate to contact us:
Company Name: aurbanthreads Colombia S.A.
Address: Avenida 19 # 104-25, Medellín 050022, Colombia
Phone: +57 4 587 9432
Email: [email protected]
Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM (Colombia Time), excluding national holidays.
