REFUND AND RETURNS POLICY

At URBAN FEET SDN. BHD., we strive to ensure customer satisfaction for both retail and wholesale purchases. If you are not fully satisfied with your purchase, the following terms apply.

1. Eligibility for Returns

To qualify for a return:

  • Items must be unused, unworn, and in original condition.
  • All original packaging, tags, and accessories must be intact.
  • Return request must be made within 7 days from the date of delivery.
  • Proof of purchase (receipt or order confirmation) must be provided.

Items that are not eligible for return include:

  • Products showing signs of wear or damage due to misuse
  • Clearance or promotional sale items (unless defective)
  • Certain hygiene-related accessories such as socks or insoles (unless defective)

2. Return Process

To initiate a return:

  1. Contact us via urbanfeet1@outlook.com or call 010-4346396.
  2. Provide your order number, product details, and reason for return.
  3. Await return approval and instructions from our team.

Unauthorized returns may not be processed.

3. Refunds

Once the returned item is received and inspected:

  • If approved, refunds will be processed to the original payment method.
  • Refunds may take 7–14 working days depending on your bank or payment provider.
  • Shipping charges are non-refundable unless the return is due to a defective or incorrect item.

4. Exchanges

Exchanges are subject to stock availability. If your preferred size or model is unavailable, you may choose an alternative product of equal value or request a refund.

5. Defective or Incorrect Items

If you receive a defective, damaged, or incorrect item:

  • Notify us within 48 hours of receiving the product.
  • Provide clear photos for verification.
  • We will arrange replacement or refund at no additional cost.
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