At Urbanixo, your satisfaction is our top priority. We are committed to providing high-quality footwear and accessories, and we proudly stand behind every product we offer. Please review our updated policies below:
1. Cancellation Policy
Order Cancellation (Before Shipping):
You can cancel your order within 12 hours of placing it by contacting our support team at support@urbanixo.com. If your order hasn’t shipped yet, a full refund will be issued.
After Shipping:
Once your order has been dispatched, cancellations are no longer possible. However, you may initiate a return once the order is delivered (see Return Policy below).
Custom Orders:
Personalized or made-to-order items (such as custom footwear) cannot be cancelled or returned unless the product arrives damaged or defective.
2. Return & Refund Policy
Return Eligibility:
Products can be returned within 7 days of delivery if:
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They are defective
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Damaged in transit
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You received the wrong item
Returned items must be unused, in original packaging, and include all original tags.
Non-Returnable Items:
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Worn footwear or used accessories
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Opened shoe care kits, insoles, or sprays
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Items marked “Final Sale” or “Non-Returnable”
How to Initiate a Return:
Email support@urbanixo.com or visit our Contact Us page. Please include:
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Your order number
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A brief description of the issue
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Photos of the product (if applicable)
Refunds:
Once your return is received and inspected, your refund will be issued to your original payment method within 5–7 business days. Please note:
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Shipping fees are non-refundable unless the return is due to our error.
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You’ll receive a confirmation email once the refund is processed.
3. Damaged or Missing Items
If your order arrives damaged or with missing items, contact us within 48 hours of delivery. Be sure to include:
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Order number
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Description of the issue
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Clear photos (for damaged goods)
We’ll work quickly to send a replacement or issue a full refund, depending on the situation.
Questions?
We’re here to help!
For any issues related to cancellations, returns, or refunds, reach out to our customer support team at: