We only have return processing facilities in the United State and China, which means that the returned product needs to be shipped back to our addresses in United State or China. We can not accept returns after 30 days. However, the product, excluding the light bulbs, are covered by our one-year manufacturer warranty. Returned product must be in its original package and in new/unused condition to qualify for any refund. If the product has been installed already, it can not be returned. Customized items are not eligible for return as well.
Within 30 days of the receipt of your order, if there is any manufacturer defect, you may return for a 100% refund, plus shipping cost that you paid for return, on any lighting fixture or related product. Expedited shipping costs will not be refunded if the customer chose expedited shipping for the order. (NOTE: If there is any manufacturer defect, please contact us immediately and take photos and videos to show us the defect for us to verify.) If there is no manufacturer defect and you simply changed your mind or want a different size, you still can return it. You will be responsible for both shipping cost. You need to pay for the shipping to ship it back to us and make sure the product is sealed in its original package and in a resalable condition. Once we receive the product and verify that the product is in new/unused condition, we will issue a refund minus the shipping cost for us.
NOTE: If the return is not due to a manufacturer defect, customers are responsible to ship the product back to us at your own cost and our shipping cost will be deducted from the refund as well.
One example as a reference:
The customer bought a product at $500. After receiving the product. He/she change his/her mind and want to return it. The customer put everything back into the original box and ship it back to our warehouse at his/her own cost ($50). After we verify that the product is in its original condition. We will refund $450 ($500 minus $50 shipping cost for us to ship the product to the customer for the first time).
How to return?
We try to make it as easy as possible for you. Follow these 3 easy steps to return any portion of your order in accordance with our Return Policy.
- Process Your Return
- Reply to your order confirmation email and specify which items you want to return. Also, please include reasons for the return and indicate whether you prefer a refund, a credit, or a replacement item.
- A Customer Experience Specialist will process your request and provide the right shipping address for you to ship to for the return.
- Ensure that all components of all items being returned are thoroughly sealed in their original packaging, including all original packaging material.
- Before shipping, please take pictures of inside and outside of the packages as records to show that products are indeed in its original condition. We strongly suggest having insurance just in case that package is damaged during the shipping process back to us.
- For shipping, feel free to ship the product back to us with your choice of the shipping carrier. (You do have to pay for the shipping first. If it is a quality-related issue, we will refund you the shipping cost once we confirm the issue.) If you choose Signature Required when delivery, please do make sure that the shipping agent allow us to sign on the back of the notice so that they can re-deliver without any issue.
- After ship it, please take a picture of the receipt along with the tracking number and send it to us at
Once we receive and inspect the return, we will issue the refund within 10 business days. We will send you an email confirmation as well once the return is completed.
The exchange will be considered as return and re-purchase. Customized items are not eligible for exchange.
More Details about the return policy
- We are unable to accept returns on custom modifications, such as track heads with extensions, or on any special order item (any item or style not listed on our website).
- The customer is responsible for shipping the product back to urbanandmore.com unless items are defective. Items must be returned within 30 days of delivery and received by urbanandmore.com in new condition with the original packaging, including outer boxes when applicable.
- If returned products arrived damaged or used we will not be able to provide a refund. For this reason, we strongly advise you to use an insured, traceable shipping method to return items.
For returned items, after we received them, it takes 5 - 10 business days for us to inspect for damage and restock. We will issue the refund accordingly after the inspecting process. If returned products arrived damaged or used we will not be able to provide a refund. Please allow up to 30 days for the credit to be finalized depends on the bank and credit card company that you use.
We must receive returned products before we can issue any refund. If we did not receive the products back for any giving reason, like the customer refuses to send the product back or the customer refuses to accept the package resulting in the shipping agent destroying the package, we will not be able to issue any refund.
Customized items are not eligible for cancellation. For non-customized orders, you can cancel for free within 24 hours after you place the order by replying to your order confirmation email. After that, you can still cancel it as long as the products have not been shipped out. However, a $50 processing fee will be charged. Once the product is shipped out, the order can not be canceled.
THE FOLLOWING TYPES OF ORDERS DO NOT QUALIFY FOR CANCELLATION, RETURN OR REFUND:
Products and Invoices Labeled 'Customized Invoice', 'Made to Order', or 'Final Sale' Special purchases, such as Inventory Sale Items, Discontinued Items, and Custom Quotes.
Returns are not accepted for ZLINE accessories
If you have any questions, problems, or suggestions with either your order or our website, please don't hesitate to contact us.
We will get back to you as soon as possible. Contact us