We want to make returning items as simple and hassle-free as possible. Below, you’ll find answers to the most common questions about our returns process.
Changed Your Mind?
If you change your mind about a purchase from Urbanixo, you have 30 days to return it — either by bringing it to any of our retail stores or by sending it back to our distribution centre (if purchased online).
To be eligible for a full refund, your item must be:
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Unused
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Clean
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In its original packaging
Please make sure you have your proof of purchase — this is required for all returns.
Returns & Exchanges – FAQs
✔ I want to return an item
Learn how to start your return request via our returns portal or in-store.
✔ I want to exchange an item
Find out how to exchange for a different size, color, or product.
✔ I’m still waiting for my refund — what should I do?
Check typical refund timelines and the steps to take if you haven’t received it.
✔ My item is faulty — what should I do?
Report a fault and get instructions for returning damaged or defective items.
✔ Other questions?
Find more information about return labels, shipping charges, and more.
Terms & Conditions
Please note that terms and conditions apply to all returns. These include:
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Some items (e.g., underwear, clearance, or personalized products) may be non-returnable unless faulty.
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Refunds are issued to the original payment method.
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Items returned without original packaging or in used condition may not qualify for a full refund.
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Urbanixo reserves the right to refuse returns that do not meet the above conditions.
For full details or help with any part of the process, feel free to contact our customer support team.