FREE WORLDWIDE SHIPPING ON ALL ORDERS

0

Your Cart is Empty

Return Policy

Urgent Matters 

For urgent matters that need immediate attention relating to refunds and chargebacks please email urgent@theurbanxmask.com and our escalations team will get back to you within 12 hours.

Returns

Unhappy with your order? Our iron-clad return policy lasts 30 days. If over 30 days have gone by since you received your package, we cannot offer a refund.

To be eligible for a return, your item must be unused, unopened, undamaged, and in the same condition that you received it. It must also be in the original packaging completely unopened.

To complete your return, we will require proof of purchase and photos of the packaging. Please do not refuse packages in an attempt to prevent delivery. If this happens we are not liable for lost packages.

Refunds (if applicable) 

Once your return is received and inspected by our fulfillment team members, we will send you an email to notify you that we have received your returned item. Then we will notify you of the approval or rejection of your refund. 

If you are approved, then your refund will be processed, and credit will automatically be deposited to your credit card or original method of payment, within a certain amount of days depending on your card company. 

Late or missing refunds (if applicable) 

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. 

Next contact your bank. There is often some processing time before a refund is posted. 

If you’ve done all of this and you still have not received your refund yet, please contact us at support@theurbanxmask.com.

Exchanges (if applicable) 

We only replace items if they are defective or damaged (this is in accordance with our 30 day return policy). If you need to exchange it for the same item, send us an email at support@theurbanxmask.com. Once we receive your inquiry we will provide our fulfillment facilities address. 

Shipping 

To return your product, we will first require both proof of purchase and then photos to prove all packaging is intact and unopened.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

Cancellations

For cancellations you MUST contact us within a few hours otherwise your package will already be processed from our warehouse and on it's way to our shipping team. This is just a guideline, we cannot guarantee a cancellation even within that time frame, we will do our best to assist.

Order Changes

Please make sure you choose the correct color, if you don't choose the proper variants we may not be able to send a replacement depending on the status of your order.