Refund policy

EXCHANGES, RETURNS, CANCELLATIONS, AND REFUNDS POLICY

Welcome to Urbanhex, where quality and customer satisfaction are our top priorities. All our products are meticulously crafted at Urbanhex warehouse, and while we strive for perfection, please be aware that minor imperfections may occur. These imperfections could include variations in image positioning/sizing due to the manual printing process.

Please note that actual print colours may differ from those on your screen, and image/name position may vary from the design selectors for illustrative purposes only.

RETURNS

Due to the handmade nature of our products we DO NOT OFFER returns or refunds except in the case that there has been an error on our behalf or if there is a manufacturing issue.  In the event of an error occurring or incorrect goods have been received please contact us within 7 days at [email protected]

We do not offer refunds on "change of mind" or personalised details that have been entered incorrectly.

WARRANTY FOR BACKPACKS/BAGS

Backpacks are covered by a warranty for eight (8) months from the date of purchase. Within this period, any manufacturing defects will be addressed through replacements or store credits. After the eighth month, issues will be deemed as wear and tear, and the warranty will no longer be applicable.

UNDELIVERABLE/CARRIER RETURNED PARCELS

Returned parcel charges, at carrier rates, and postage for re-sending the parcel will apply. If you choose not to have the parcel resent, a 100% cancellation fee on the products subtotal applies, and postage is non-refundable.

CHANGES OF MIND

Exchanges for colour, size, or style are allowed until the item has been sent to print. After printing, no refunds, exchanges, or returns are possible due to the personalised and made-to-order nature of our products.

For spelling issues, print quality issues determined by Urbanhex, and functional defects due to manufacturing, replacements are issued. Wear & tear and misuse are not covered.

REFUSAL OF ORDERS

Urbanhex reserves the right to refuse order processing at any time, with refunded funds returned to the original payment account.

QUALITY & FAULTY PRODUCTS

For quality issues, return the product for inspection or supply photographs. Urbanhex determines if an item is faulty, and replacements or store credits are issued accordingly.

Print quality issues must be reported within 7 days of receipt. Perceived issues generally related to design elements are not considered functional print quality issues.

ERRORS IN SUPPLIED CONTENT

We print as provided and do not correct spelling, grammatical errors, contextual errors, discrepancies in information, modify date formats, or other aspects of our designs. Customers are responsible for supplying correct information.

MINOR IMPERFECTIONS AND BREAKAGES

Minor imperfections are expected and make each product unique. Warranties, refunds, or exchanges are not available for gift-with-purchase items and promotional products. Urbanhex does not cover breakages or defects arising from use/misuse, not following care instructions, or other actions. Manufacturing problems are covered for a specific period.