No products in the cart.

No products in the cart.

No products in the cart.

Refund Policy
Home / Refund Policy
Refund Policy

General Refund & Return Policies:

We offer a 14-day return policy on non-customized and non-printed items. Unfortunately, due to the personalized nature of our products, we can’t offer refunds or exchanges on customized or printed items.

Exchanges and Refunds for Defective Items

We strive for quality, but if an item is defective due to our fault, it is eligible for a full refund or exchange. To initiate this, please send us an email at with details and photos of the defective product. Upon verification, we’ll guide you through the returns process.

Time Frame

You have 14 days from the date of receiving your order to initiate a return. After this period, we can no longer accept returns or offer refunds.


To qualify for a return, items must be unused and in their original condition. They should also be returned in their original packaging. Please note that gift cards are not returnable.

Required Documentation

Please include a receipt or proof of purchase for all returns. Do not send your purchase back to the manufacturer.

Non-Qualifying Returns

Items not in their original condition or damaged due to reasons not related to our error cannot be returned. Returns sent back more than 14 days after delivery are also not accepted.

Refund Process

Upon receiving your returned item, we’ll inspect it and notify you via email. If your return is approved, we’ll process the refund to your original payment method within a certain number of business days.

Delays in Refunds

If your refund seems to be delayed, kindly check your bank account, and then contact your credit card provider. Next, contact your bank as it may take some time for the refund to be officially posted. If you’ve followed all these steps and haven’t received your refund, please reach out to us at

Sales and Promotions

Items purchased on sale are not eligible for refunds. Only regularly priced items can be refunded.


We only offer exchanges for items that are defective or damaged. To initiate an exchange, please email us at


If you received an item marked as a gift when purchased and it was shipped directly to you, you will receive a gift credit for the value of the returned item. The gift certificate will be emailed to you upon receipt of the returned item.

Return Shipping

To return your product, please mail it to 25 The West Mall, Etobicoke, ON M9C 1B8. You are responsible for covering the shipping costs for your return. Shipping costs are non-refundable, and they will be deducted from any refunds issued. For items valued over $75, consider using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.

Refund & Return Policies for “Build UR Vibe”:

Printing Guidelines Adherence:

While we offer a creative platform for our customers to design their unique products, all designs are subject to our established printing guidelines. We reserve the right to slightly adjust or modify the submitted design to ensure it aligns with our printing best practices.

Colour Variances:

Due to monitor calibrations and fabric/material differences, there might be slight color variations between the digital design and the actual printed product. Such minor differences do not qualify for returns or refunds.

Custom Product Returns:

Since each product made using the Product Builder is unique and tailored to individual preferences, they are not eligible for returns or refunds unless the product is defective or does not match the approved design.

Copyright & Responsibility:

Customers are responsible for the designs they create and upload using our Product Builder. By submitting a design, customers affirm that they have the necessary rights to use the design and that it doesn’t infringe upon any copyrights, trademarks, or other intellectual property rights. Urban Customz will not be held liable for any copyright infringements related to customer-uploaded designs.

Defective Items:

Even with custom products, if an item is found to be defective due to our fault, it is eligible for a full refund or exchange, as mentioned in our general returns policy.
error: Content is protected !!

Join Our Community
and get 15% off!