Warranty and Returns

Warranty and Returns

Our RETURN and REFUND policy is clear: as we're offering a service with FREE SHIPPING, returns and refunds are only possible with products without discounts.

Size or color exchange

• You can request a size or color exchange.

• Shipping costs for the exchange are the customer's responsibility.

• We will provide the logistics address for returning the package.

• Once we receive the package, we will send the requested size and/or color replacement.

Why can’t beauty and health products be returned? Certain hygienic items cannot be returned or refunded for safety and hygiene reasons, including:

• Underwear, bikinis

• Makeup, hair products

• Beauty products and similar items

Additionally, products cannot be returned if:

• They have been repaired or modified by the buyer or a third party.

• They have been exposed to abnormal conditions or used negligently.

• The defect is due to material regulations.

• Hygienic items cannot be accepted for return.

• The seal of sealed products has been broken.

Who pays for return shipping costs?

• The customer is responsible for return shipping costs.

• We recommend using a trackable shipping service to avoid lost returns.

Can I return a product without contacting you?

• No, we have different return addresses depending on the product.

• Contact us to receive the correct return address and ensure efficient processing.

How can I contact you? You can reach us via email at info.urbanwave@gmail.com. Our team responds within 24 hours, 7 days a week.

What should I do if my order is damaged? If you receive a damaged or incorrect product:

• Contact us within 14 days of receiving the product.

• Send an email with a clear photo of the damage.

• If the product is defective, we will send a new package free of charge the first time.

• If the issue occurs again, a full refund will be issued.

For assistance with products damaged during delivery, contact us at info.urbanwave@gmail.com.