Refund policy
Return Policy
We offer a 7-day return policy on non-customized and non-printed items. This means you have 7 days after receiving your item to request a return.
Eligibility for Returns To be eligible for a return, the following conditions must be met:
- Apparel: Only plain, non-printed apparel items in their original condition (unworn, unused, with tags, and in the original packaging) are eligible for returns.
- Wall Art: We only accept returns on in-store designs. Customized wall art created based on customer specifications is non-returnable unless there is an issue or flaw caused by us.
You will also need the receipt or proof of purchase to initiate a return.
How to Start a Return To start a return, please contact us at info@urbancustomz.com. Returns should be sent to the following address: 900 Dufferin St,#03, Toronto, ON M6H 4A9.
If your return is accepted, instructions on how to send your package back will be provided. Please note that return postage is to be paid by the customer. Items sent back to us without prior approval will not be accepted.
For any questions regarding returns, please email us at info@urbancustomz.com.
Damages and Issues Please inspect your order upon receipt and contact us immediately if:
- The item is defective or damaged.
- You received the wrong item.
We will evaluate the issue and work to make it right. For customized items with issues or flaws caused by our team, we will offer a replacement.
Exceptions / Non-Returnable Items
- Customized or Printed Products: Due to their personalized nature, we cannot accept returns or exchanges for these items unless there is a defect or error on our part.
- Sale Items and Gift Cards: Returns are not accepted for sale items or gift cards.
Please contact us if you have any concerns or questions about a specific item.
Exchanges The fastest way to ensure you get the item you want is to return the eligible item you have. Once the return is received and approved, we will issue store credit, which can be used to make a separate purchase for the new item.
Refunds We will notify you once we’ve received and inspected your return. If the refund is approved, it will be processed to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at info@urbancustomz.com.