Refund & Returns Policy

Last Updated: August 16, 2026

At Urbancartly, we want you to be happy with your purchase. If you’re not completely satisfied with an eligible item, this policy explains how to request a return, exchange, or refund.

1. Return Eligibility

Eligible products may be returned within 30 days of delivery.

To qualify for a return, the item must:

  • Be unused and in its original condition.
  • Be returned with its original packaging.
  • Include applicable tags, accessories, and other materials.
  • Be accompanied by your order number or proof of purchase.

Items that do not meet these requirements may not qualify for a return or refund.

2. Non-Returnable Items

Certain products may not be eligible for return, including:

  • Used or damaged items when the damage occurred after delivery.
  • Items missing required original packaging.
  • Personalized or customized products, unless defective or incorrect.
  • Final-sale products where clearly identified.
  • Gift cards, where applicable.

3. How to Request a Return

Please contact our customer support team before sending an item back.

Your request should include:

  • Order number
  • Full name
  • Email address used for the order
  • Item you wish to return
  • Reason for the return
  • Photos, if the item is damaged, defective, or incorrect

Once your request has been reviewed, we will provide return instructions where applicable.

Please do not send a return to our business address unless specifically instructed to do so.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.

Please provide:

  • Your order number
  • Clear photos of the item
  • Photos of the packaging
  • A description of the issue

Depending on the circumstances, we may offer a replacement, exchange, or refund.

5. Refunds

Once an approved return is received and inspected, we will notify you regarding the refund.

If approved, the refund will be issued to your original payment method.

Please allow approximately 5–10 business days for your financial institution or payment provider to reflect the refund after it has been processed.

6. Return Shipping

If the return is due to our error, such as receiving an incorrect, damaged, or defective item, Urbancartly may cover applicable return shipping costs.

For other approved returns, the customer may be responsible for return shipping expenses.

7. Exchanges

Eligible items may be exchanged when replacement inventory is available.

If the requested replacement is unavailable, we may offer another appropriate resolution, including a refund.

8. Late or Missing Refunds

If you have been notified that your refund was processed but it has not appeared in your account:

  1. Check your bank or payment account.
  2. Contact your card issuer or payment provider.
  3. Contact your bank if necessary.

If you still cannot locate the refund, please contact our support team.

9. Contact Us

If you have questions about returns, exchanges, or refunds, please contact us.

Urbancartly
Operated by Clay Digital LLC

6500 Kimball Ave
Kansas City, KS 66104
United States

Email: support@urbancartly.store