Refund policy

IMPORTANT: PLEASE READ OUR RETURN POLICY BEFORE INITIATING A RETURN.

At Urb Official, we want to ensure a seamless return experience for our customers. Please familiarize yourself with our return policy outlined below:

1. Returns are only accepted within 7 days from the date of purchase, unless there are extenuating circumstances approved by a staff member.

2. To initiate a return or exchange, please follow these steps:

   a. File a Help Request through our Customer Support Portal.

   b. Complete the Help Request Ticket Form with the necessary information:

   • Your Full Name.

   • Order Number.

   • Date of Purchase (Not Date of Delivery).

   • Product Details: Include the Brand, Model, and Color (if applicable) of the item you are returning.

   • Reason for Return: Please provide a clear description of the item’s defect.

   • Mailing Address: Your complete shipping address.

   • Type of Return: Specify the return type, such as “Defective Item,” “DOA,” or “Wrong Item.”

   • Exchange Request: Indicate whether you would like the same item exchanged or if you prefer credit towards an alternative item. If applicable, provide the Exchange Option Number (1 or 2) explained below.

   • Exchange Pre Purchase Order #: If you select Return Option 2, please include your new order number as proof of purchase for the exchange item.

3. Please note that in some cases, we may require photo or video evidence of the item’s defect. Although this is not a common practice, we reserve the right to request such proof under specific circumstances.

Exchange Options:

• Option 1: Exchange for the same item.
• Option 2: Exchange for an alternate item or receive a refund if eligible for buyer’s remorse. If you choose this option, you must include your new order number in the return request. We will not issue a return label or RMA without proof of your exchange item purchase.

DOA, Missing, & Wrong Items:

• Any claims for Dead on Arrival (DOA) items, missing components, or wrong items must be reported within 72 hours of delivery.
• Please carefully inspect your items upon receipt to determine if they are DOA. Returns for excluded items are only accepted if they are DOA and reported within the 72-hour time frame.

Warranty Exclusions:

• Our warranty does not cover damage resulting from accidents, disassembly, customized modifications, or user error.

• Please note that catomizers, atomizers, tanks, rebuildables (RDA), rebuildable tanks (RTA), coils, drip tips, batteries, chargers, disposables, or similar products are not eligible for exchange unless they are reported as DOA within 72 hours of delivery.