Return & Refund Policy

Cancellation Before Shipment

Unless otherwise specified for particular products, we shall refund your payment if you decide to cancel your orders within twenty-four (24) hours after your order has been confirmed and prior to shipment except for the transaction fees charged by the credit card company which is non-refundable.

If you decide to cancel your orders twenty-four (24) hours after your order has been confirmed and prior to shipment, we shall deduct a minimum of RM25.00 from your payment as administrative fees in addition to the transaction fees charged by the credit card company. The balance after deduction of the administrative fees and the transaction fees charged by the credit card company, the remaining balance amount will be refunded to you.

Should any order be cancelled by Urbanez Online due to stock shortage or any other reasons that may result in Urbanez Online's inability to fulfil the order, a full refund will be made to the customer.

 

ONCE YOUR ORDER HAS BEEN SHIPPED YOU ARE NOT ABLE TO CANCEL YOUR ORDER. WE WILL NOT REFUND YOUR PAYMENT EVEN IF YOU RETURN THE PRODUCTS TO US.

 

Return Policy

1. What is the Urbanez Online Return policy?

Product sold is not returnable and exchangeable. If in any situation that customer insists on returning the unused product within 5 days from the date of purchased (the countdown starts from the date you received the item), we will charge a restocking fee of 25% or more, subject to the requirements of valid return and reasons of return stated below.

  • Prior to any return, please fill-up the Return Form.
  • Any return without instruction from us to return will be rejected and no refund/replacement will have proceeded.

You must inspect each product thoroughly upon delivery. If on your initial inspection, any product has apparent defects or is missing parts and you wish to return it, you must report this within 24 hours from the delivery to the customer service team at support@urbanez.com.my

All shipping costs associated with returning a product under this clause are the responsibility of the customer. Any damage or loss to the product being returned while in transit is at customer's risk.

Customer shall be liable for all fees, charges and costs (including but not limited to processing fees and charges charged by credit card company) arising out of or in connection with the cancellation or reversal of the payment transaction. Urbanez Online shall be entitled to deduct or set-off any and all such fees, charges and costs against customer's payment before refunding the same to the customer.

 

CERTAIN PRODUCT ARE NOT ELIGIBLE TO BE RETURNED OR REFUNDED, SUCH AS FRIDGE, DRYER, PROFESSIONAL RANGE COOKER, WASHER AND WATER FILTER.

 

2. What are the requirements for a valid return?

The buyer need to provide all the following documents for a valid return.

  • Proof of purchase (order number, tax invoice, etc).
  • Bank details if the original payment is made thru (bank-in slip / credit card transaction).
  • Include printed Shipping Label and Tax Invoice.
  • Reason for return has to be valid (check into the "Valid Reason For Return").
  • Other general requirements for valid return also includes the following terms and conditions:
    • The product must not fall into the non-refundable and non-returnable product list. (example: Product with warranty activated or seal broken, have shelf life, expiry time and other related characteristics).
    • The product purchased is not marked as "Special Deal", "Special Offer", "Special Order" or "Pre-Order" item.
    • The product must be in new condition and returned in its original packaging (including free gift); along with all accessories (including manuals, blank warranty card, certificate of authenticity). All packaging must be unused, unmarked and not defaced in any manner. No rebates have been filed and/or claimed.
    • The product must not been used or installed. All tag attached to the product must not be removed.
    • Delivery charges are non-refundabe.
    • Product has not been in customer possession for more than 5 days after the delivery (coundown starts from the date you received the item).
    • The buyer will be in full responsible for any charges incurred in returning the product back to us.

 

3. What are the valid reasons for return?

We will not process refunds for incorrect purchase or change of mind. Any personal feeling or subjective reason is not elighible for exchange or return/refund, based on the fact that the product is not perfectly suit you or the end result does not meet your expectation.

For any return request motivated by a damage issue, you will be instructed to send pictures of the spotted defects to our customer service team, as to allow us to validate the fact that the product is indeed defective. Once we would have validated that the items is defective, we would replace the defective item at our cost, providing that our return procedure has been followed.

 

Valid Reasons:

  • The product delivered is not the item you ordered.
  • The product dead on arrival. (Before signing the delivery confirmation document or DO; stand for Delivery Order, make sure you have inspected the shipment for damage. If the product shipped is damaged, you may refuse the shipment and ask the delivery/courier to return it).
  • The product delivered is not functioning as described by the manufacturer.
  • The product has manufacturing defects.
  • Missing items/parts as indicated in the packaging or packing list.

Invalid Reasons:

  • Customer - change of mind.
  • Customer do not know how to use the product.
  • Product no longer needed.
  • Incorrect product or specifications ordered. (Example: Customer selected wrong option, quantity or variation).
  • Cross-retailer return.
  • Any personal feeling or subjective reason, based on the fact that the product did not meet customer's expectations.
  • Product did not meet customer's expectations.
  • Wardrobing & deliberate fraud.
  • Switch fraud. (example: Purchasing a working product, and returning a damaged or defective identical item that was already pre-owned).
  • Product damaged during delivery by courier and third party transportation services.
  • Lack of information.

 

4. How do I request to return an item?

You may email us at support@urbanez.com.my with the subject "RETURN: " and your order number or tax invoice. Describe the defect, damage or incorrect item as accurately and as detailed as possible. Send us the pictures of the product to be returned. Take as many clear and evident pictures of the product as you need to demonstrate the defect, damage or incorrect items, together with its original packaging. We will revert within 48 hours.

 

5. How long is the whole return process take?

The whole return process may take up to 14 - 30 business days.

 

Please contact us at support@urbanez.com.my if you have any questions or doubts.