Refund policy

Cancellation & Refund Policy

At Urbantwill, we strive to provide our customers with the best shopping experience. We understand that sometimes you may need to cancel an order or request a refund. Please review our cancellation and refund policy below to ensure a smooth and hassle-free process.

Order Cancellation

- Before Shipment: You may cancel your order within 24 hours of placing it for a full refund. Please contact our customer support team at support@urbantwill.com to request a cancellation.

- After Shipment: Once an order has been shipped, we are unable to cancel it. However, you may initiate a return upon receiving the item only meeting eligibility criteria.(see our return policy below)  

Returns & Refunds

We accept returns on eligible items under the following conditions:

- Return Window: You may return your purchase within 7 days of delivery.

- Eligibility: Items must be unused, unworn, unwashed, and in their original  condition with all tags and packaging intact.

- Non-Returnable Items: The following items are not eligible for returns:

         -- Sale & clearance items

         -- Lingerie, swimwear, and innerwear (for hygiene reasons)

         -- Customized or personalized items

         -- Accessories such as jewelry, masks, and beauty products

- Return Process: To initiate a return, contact our support team at support@urbantwill.com with your order details. Upon approval, we will provide return instructions.

- Return Shipping: Customers are responsible for return shipping costs unless the item is defective or incorrect.

- Inspection & Refund: Once we receive and inspect the returned item, refunds will be processed within 5-7 business days to the original payment method.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please notify us within 48 hours of delivery with clear photos of the issue. We will arrange a replacement or a full refund at no extra cost.

Exchange Policy

We currently do not offer direct exchanges. If you need a different size or color, kindly return the item and place a new order.

Refund Processing Time

       -- Credit/Debit Card Payments: 5-7 business days after approval.

       -- Store Credit Refunds: Issued immediately upon approval.

Contact Us

 For any questions regarding our cancellation and refund policy, please contact us at:

Email: support@urbantwill.com

We appreciate your trust in [Store Name] and are committed to providing exceptional service!