Refund policy
Return & Refund Policy
At UrbanNest, your satisfaction is important to us. We want you to shop with confidence, and if there is a genuine issue with your order, our team is here to help.
1. Return & Refund Eligibility
We accept requests for eligible returns, exchanges, or refunds within 7 days of delivery in cases such as:
- The product arrived damaged
- The product is defective
- You received the wrong product
- An item is missing from your order
- The product is significantly different from the product you ordered
Please contact us as soon as possible after receiving your order so we can review the issue and assist you.
2. How to Request a Return or Refund
To request a return or refund, please contact us with:
Order number + description of the issue + clear photos or video of the product
Photos or videos may be required to verify the issue and help us process your request quickly.
After reviewing your request, we will inform you of the available solution.
Depending on the circumstances, the solution may include a replacement, exchange, store credit, or refund.
3. Product Condition for Returns
If a return is approved, the product should generally be:
- Unused and in its original condition
- In its original packaging where applicable
- Returned with included accessories or components where applicable
Products damaged through misuse, improper handling, alteration, or normal wear and tear may not qualify for a return or refund.
4. Change-of-Mind Returns
We understand that customers may occasionally change their minds after placing an order.
Change-of-mind returns, incorrect product selection, or simply not liking a product are subject to approval and may not qualify for a refund.
Please contact us before sending any product back. We will review your request and let you know what options are available.
5. Refunds
Once your refund has been approved, it will be processed through the applicable payment method or another suitable resolution agreed upon with the customer.
The time required for the refund to appear may vary depending on the payment method or financial institution.
6. Exchanges and Replacements
Where an item is damaged, defective, or incorrect, we may offer a replacement or exchange where the product is available.
If the same product is unavailable, UrbanNest may offer an alternative solution, such as another product, store credit, or refund, depending on the circumstances.
7. Shipping and Return Costs
If a return is required because of an issue attributable to UrbanNest or the fulfillment process, we will review the circumstances and provide appropriate instructions regarding the return.
For approved change-of-mind returns, any applicable return or shipping costs may be the customer's responsibility.
Please do not send a product back without contacting us first.
8. Items That Cannot Be Returned
Certain products may not be eligible for return due to their nature, hygiene considerations, customization, clearance conditions, or other applicable restrictions.
The eligibility of an item will be determined based on the product and circumstances of the request.
9. Delivery Problems
If your order is delayed, returned by the courier, or cannot be delivered, please contact us with your order number.
We will review the shipment information and work with the relevant fulfillment or delivery partner to determine the appropriate next step.
10. Important Notice
Because some orders are fulfilled through third-party fulfillment and delivery partners, certain return, exchange, and refund requests may require verification before a final decision is made.
We aim to handle every genuine complaint fairly and provide a practical solution as quickly as reasonably possible.
Your satisfaction matters to us. If something isn't right with your order, please contact us we're here to help.
11. Contact Us
For return or refund assistance, please contact:
UrbanNest
Email: urbannest637@gmail.com
Please include your order number in your message so we can assist you more efficiently.
Last Updated: 22 August 2026