Refund policy

At UrbanTrips, we strive to ensure every customer has a smooth and enjoyable experience. Please review our Return & Refund Policy below.

Return Eligibility

We offer a 30-day return policy, which means you have 30 days from the date of receiving your item to request a return.

To be eligible for a return, the item must:

Be unused and in the same condition as received
Include all original packaging, tags, and accessories
Be accompanied by a valid proof of purchase or order confirmation

How to Request a Return

To initiate a return, please contact us at:

Email: bookings@urbantrips.io

Once your request is reviewed and approved, we will provide detailed return instructions. Returns sent without prior authorization may not be accepted.

Return correspondence address:

UrbanTrips
[INSERT BUSINESS ADDRESS]

Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery.

If you receive a damaged, defective, or incorrect item, contact us as soon as possible at bookings@urbantrips.io with photos and order details. Our team will review the issue and work toward a suitable resolution.

Non-Returnable Items

The following items are not eligible for return:

Perishable goods (food, flowers, plants, etc.)
Customized or personalized products
Personal care and hygiene products
Hazardous materials, flammable liquids, or gases
Gift cards
Clearance or sale items

If you are unsure whether your item qualifies for a return, please contact our support team before making a request.

Exchanges

If you would like to exchange an item, we recommend initiating a return for the original item and placing a new order once the return has been approved.

European Union Customers

For orders delivered within the European Union, customers have the right to cancel or return their order within 14 days of receipt without providing a reason.

Returned items must remain unused, in their original condition, and include all original packaging, tags, and proof of purchase.

Refund Process

Once we receive and inspect your returned item, we will notify you regarding the approval status of your refund.

If approved:

Refunds will be processed to the original payment method.
Refunds are typically completed within 10 business days.
Processing times may vary depending on your bank, payment provider, or card issuer.

If more than 15 business days have passed since your refund was approved and you have not received the funds, please contact us at bookings@urbantrips.io.