Returns & Refunds
Customer Care · Returns · Refunds
Returns
& Refunds
We want every order from Urban Petal Co. to arrive ready to become part of your home. If something is not right with your purchase, this page explains how to request a return, what conditions apply, and how refunds are handled.
Start with us
Contact our team before sending anything back so we can provide the correct return instructions.
Prepare the item
Items should meet the applicable return conditions described below.
Refund review
Once an approved return is received and reviewed, eligible refunds are processed to the original payment method.
Four simple stages from request to resolution.
Contact
Email us with your order number, the item you would like to return, and a brief description of the reason for your request.
Approval
Our team will review the request and, where applicable, provide return instructions and the appropriate return address.
Send
Package the approved item securely and use a trackable delivery service when a return shipment is required.
Refund
After the returned item is received and reviewed, an eligible refund will be processed according to this policy.
01 Return Eligibility
To be eligible for a return, the request must generally be made within the return period stated in your order or store policy. The item must also meet the applicable condition requirements.
- The item should be unused and in its original condition.
- Original packaging, labels, accessories, or inserts should be retained where applicable.
- The item should not show signs of washing, use, damage, staining, or alteration.
- Proof of purchase or a valid order number may be required.
02 Non-Returnable Items
Certain products may not be eligible for return because of their nature, condition, hygiene considerations, personalization, or applicable law.
- Items specifically identified as final sale.
- Personalized or made-to-order products where applicable.
- Products damaged after delivery through customer use.
- Items returned without prior authorization when authorization is required.
03 Damaged or Incorrect Orders
If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as reasonably possible after delivery.
Please include your order number and clear photographs showing the product, packaging, shipping label, and the issue. This helps our team investigate the shipment and determine the appropriate solution.
04 Return Shipping
Unless required otherwise by applicable law or agreed by us in writing, the cost of returning an item may be the responsibility of the customer for discretionary returns.
Where an item is confirmed to be defective, damaged in transit, or incorrectly supplied by us, we will review the circumstances and determine the appropriate return or replacement arrangement.
Please contact us first.
Do not send a package to an address shown on a shipping label, packing slip, or other document unless our team has confirmed that it is the correct return destination. Return locations can vary depending on the order and destination.
How refunds work
Refund timing can depend on return transit, inspection, payment provider processing, and your financial institution.
Need help with a return?
Please include your order number and explain what happened. If the product arrived damaged or incorrect, photographs can help us resolve the issue more efficiently.
sales@urbanpetalco.shopReturn address: [Insert your official return address or instruct customers to contact support before returning an item.]