Refund and Return Policy

1. Our Commitment to You

At UrbanFind, your satisfaction is our top priority. We understand that sometimes products may not meet your expectations, and we’re here to make the return and refund process as simple and transparent as possible.

This policy outlines our procedures for returns, exchanges, and refunds. Please read it carefully before making a purchase or initiating a return.

2. Understanding Our Business Model

UrbanFind operates as an online retailer partnering with carefully selected international suppliers to bring you quality products at competitive prices. Our products are sourced directly from manufacturers and suppliers, primarily located in China, allowing us to offer a diverse range of items without maintaining large local inventories.

This business model enables us to:

• Offer competitive pricing on a wide variety of products
• Provide access to unique and trending items not readily available locally
• Continuously update our product catalog with new arrivals

However, this also means that return and refund processes may take longer than traditional retail stores, as products may need to be evaluated and processed through our supplier network. We appreciate your understanding and patience.

3. Return Eligibility

3.1 Return Window

Returns requested after 14 days from delivery will not be accepted except in cases of defective products covered by warranty.

3.2 Eligible Returns

We accept returns in the following circumstances:

• Defective Products: Items that are faulty, damaged, or not functioning as described
• Wrong Item: You received a product different from what you ordered
• Damaged in Transit: Products that arrived damaged due to shipping
• Significantly Different: Product materially differs from the description or images on our website
• Change of Mind: You no longer want the item (subject to conditions below)

3.3 Return Conditions

For a return to be accepted, the product must meet the following conditions:

• Product is in its original, unused condition (for change of mind returns)
• All original packaging, tags, labels, and accessories are included
• Product is in a resalable condition
• You have proof of purchase (order number or receipt)
• Product has not been damaged by misuse or improper handling

4. Non-Returnable Items

For health, safety, and hygiene reasons, certain products cannot be returned once opened or used:

• Intimate Apparel: Underwear, lingerie, swimwear, and similar items
• Personal Care Products: Cosmetics, skincare, haircare products once opened
• Health and Hygiene Products: Items for personal health and sanitary use
• Earrings and Body Jewelry: Due to hygiene concerns
• Perishable Goods: Food items, plants, or other perishables
• Personalized Items: Custom-made or personalized products
• Digital Products: Downloadable software, e-books, or digital content
• Final Sale Items: Products clearly marked as “Final Sale” or “Non-Returnable”
• Opened Sealed Items: Products sold in sealed packages that have been opened (e.g., electronics, software)

5. How to Initiate a Return

Follow these simple steps to return your product:

5.1 Required Information for Return Request

When contacting us to initiate a return, please provide:

• Your full name and order number
• Product name and SKU/item number
• Detailed reason for return
• Clear photos of the product (if damaged or defective)
• Photos of packaging (if damaged in transit)
• Preferred resolution (refund or exchange)

5.2 Return Authorization (RMA) Number

We will review your return request and respond within 1-2 business days with either:

• Approval and RMA number with return instructions
• Request for additional information or photos
• Alternative solution (partial refund, replacement, store credit)
• Denial with explanation if return doesn’t meet our policy criteria

6. Return Shipping

6.1 Who Pays for Return Shipping?

6.2 Return Shipping Instructions

When returning a product:

• Pack the item securely in its original packaging if possible
• Include all accessories, manuals, and parts that came with the product
• Clearly write your RMA number on the outside of the package
• Use a trackable shipping method with insurance
• Keep your shipping receipt and tracking number
• Ship to the return address provided in your RMA authorization email

6.3 Return Address

Do not send returns to our business address. We will provide a specific return address when we approve your return request. This address may vary depending on the product and return reason.

7. Inspection and Processing

7.1 Return Inspection Timeline

Once we receive your returned item:

1. Receipt Confirmation (1-2 days): We’ll email you to confirm receipt of your return
2. Quality Inspection (3-5 business days): Our team will inspect the returned product
3. Decision Notification (1-2 days): We’ll notify you of the inspection outcome
4. Refund Processing (5-10 business days): Approved refunds will be processed

7.2 Inspection Criteria

During inspection, we verify:

• Product condition matches return authorization approval
• All original components and packaging are included
• Product is unused (for change of mind returns) or defect is verified
• Product was not damaged by customer misuse
• Return matches the original order

7.3 Inspection Outcomes

Full Approval: Product meets all return conditions – full refund processed

Partial Approval: Minor issues detected – partial refund offered (e.g., missing accessories, damaged packaging)

Rejection: Product doesn’t meet return conditions – item returned to customer at their expense or disposal with customer authorization

8. Refund Policy

8.1 Refund Methods

All approved refunds will be processed to your original payment method:

• Credit/Debit Card: Refunded to the card used for purchase
• Bank Transfer: Refunded to the account that made the payment
• Digital Wallets: Refunded to the original digital wallet

We cannot process refunds to different payment methods or accounts than originally used.

8.2 Refund Amount

Your refund will include:

• Product Cost: Full price paid for the item
• Original Shipping: Only refunded if the return is due to our error (defective, wrong item, etc.)

Your refund will NOT include:

• Original shipping costs (for change of mind returns)
• Return shipping costs (unless we caused the return)
• Customs duties or import fees (these cannot be refunded)
• Restocking fees (if applicable for condition issues)

8.3 Refund Timeline

Please note:

• Refund processing begins after we receive and inspect your return
• It may take an additional 5-10 business days for the refund to appear in your account
• Your bank or credit card company may have additional processing time
• Total time from return shipping to refund in your account: 2-4 weeks

8.4 Partial Refunds

Partial refunds may be issued in the following situations:

• Product is returned without original packaging
• Missing accessories or components
• Product shows signs of use beyond necessary inspection
• Product condition has deteriorated due to customer handling
• Minor defects that don’t affect overall functionality

You will be notified before a partial refund is processed and given the option to have the item returned to you instead.

8.5 Restocking Fees

A restocking fee may apply in certain circumstances:

• Change of Mind Returns: Up to 20% restocking fee if item is not in perfect resalable condition
• Opened Electronics: Up to 25% restocking fee for opened electronic items
• Missing Parts: Cost of missing components deducted from refund

No restocking fees apply to defective products, wrong items, or items damaged in transit.

9. Exchanges

9.1 Exchange Policy

We accept exchanges in the following situations:

• Wrong size ordered (clothing, shoes, accessories)
• Wrong color preference
• Defective product exchange for same item

9.2 Exchange Process

To request an exchange:

1. Contact us within 14 days of delivery at sales@urbanfind.co.za
2. Specify the item you want to exchange and what you’d like instead
3. Return the original item following our return process
4. We’ll ship the replacement once we receive and approve your return

9.3 Exchange Limitations

Exchange limitations:

• Exchanges subject to product availability
• If replacement item is unavailable, we’ll offer a refund or store credit
• Only one exchange per item
• Price differences may apply if exchanging for a higher-priced item
• Additional shipping charges may apply for exchanges

9.4 Faster Alternative

For quicker service, we recommend:

• Request a refund for the unwanted item
• Place a new order for the desired item
• This ensures you receive your preferred item faster

10. Defective or Damaged Products

10.1 Reporting Defects or Damage

10.2 What to Do If You Receive a Defective Product

1. Do not use or continue using the defective product
2. Take clear photos of the defect from multiple angles
3. Take photos of the packaging if damaged
4. Email us immediately at sales@urbanfind.co.za with:
   • Order number
   • Product name and description
   • Detailed explanation of the defect or damage
   • Photos showing the issue
5. Keep the product and all packaging until we provide instructions

10.3 Resolution Options for Defective Products

For defective or damaged items, we offer:

• Full Refund: Complete refund including original shipping costs
• Replacement: Free replacement of the same item
• Store Credit: Credit for future purchases (typically 110% of product value)
• Partial Refund: For minor defects that don’t affect primary function

10.4 Our Guarantee

For defective or damaged products due to our error or shipping issues:

• We cover all return shipping costs
• No restocking fees apply
• Fast-tracked processing (priority handling)
• Replacement shipping costs covered

11. Store Credit

11.1 What is Store Credit?

Store credit is an alternative to refunds that allows you to shop again on UrbanFind without waiting for a bank refund. Store credit offers:

• Immediate availability (no waiting for bank processing)
• Can be used for any product on our website
• No expiration date
• Often includes bonus credit (e.g., 110% for defective product returns)

11.2 When Store Credit is Offered

• As an alternative to cash refunds
• For defective products (with 10% bonus)
• When you prefer immediate purchasing power
• For partial returns on multi-item orders

11.3 Using Store Credit

• Store credit is automatically added to your account
• Applied at checkout on your next purchase
• Can be combined with other promotions
• Can be used partially or in full
• Non-transferable to other accounts

12. Warranty Coverage

12.1 Manufacturer Warranties

Many products come with manufacturer warranties. These warranties:

• Are provided by the product manufacturer, not UrbanFind
• Cover manufacturing defects for a specified period
• May require registration with the manufacturer
• Have specific terms and conditions set by the manufacturer

12.2 Our Role in Warranty Claims

While we don’t provide warranties ourselves, we will:

• Provide warranty documentation when available
• Assist in connecting you with the manufacturer
• Facilitate warranty claims where possible
• Offer support if manufacturer is unresponsive

12.3 Extended Protection

For products with manufacturer defects discovered after our 14-day return window but within the manufacturer’s warranty period, we will help facilitate warranty service or replacement through the manufacturer.

13. Cancellations

13.1 Order Cancellation Window

You may cancel your order:

• Within 24 hours of purchase: Full refund, no questions asked
• Before shipment to supplier: Full refund minus processing fee (if applicable)
• After shipment: Standard return policy applies

13.2 How to Cancel

To cancel an order:

1. Email sales@urbanfind.co.za immediately
2. Include your order number and reason for cancellation
3. We’ll confirm cancellation status within 24 hours

14. Special Circumstances

14.1 Incorrect or Incomplete Orders

If you receive an incorrect or incomplete order:

• Contact us immediately at sales@urbanfind.co.za
• Provide photos of what you received
• We’ll send the correct/missing items at no additional cost
• You may keep or return incorrect items as we instruct

14.2 Lost Packages

If your package is confirmed lost in transit:

• We’ll immediately offer a full refund or free replacement
• No return necessary (since package is lost)
• We handle all insurance and carrier claims

14.3 Customs Seizure or Rejection

In rare cases where customs seizes or rejects a package:

• We’ll provide documentation to help resolve the issue
• If unresolvable, full refund will be provided
• We’ll work with you to find alternative solutions

14.4 Extended Delays

If your order is significantly delayed beyond our estimated timeframe:

• Contact us for a status update
• We may offer partial refund, store credit, or full refund
• Cancellation available for excessive delays (30+ days)

15. Consumer Rights (Consumer Protection Act)

As a South African consumer, you have rights under the Consumer Protection Act (CPA). This policy does not limit your statutory rights, which include:

• Right to safe, good quality products
• Right to return defective goods within 6 months of purchase
• Right to fair and honest dealing
• Right to disclosure and information
• Right to fair value, good quality, and safety

16. Disputes and Resolution

16.1 Our Commitment to Resolution

We are committed to resolving any issues fairly and promptly. If you’re unsatisfied with our response to a return or refund request:

1. Contact our customer service manager at info@urbanfind.co.za
2. Provide all relevant details and correspondence
3. We’ll review your case and respond within 48 hours
4. If still unresolved, we’ll escalate to senior management

16.2 External Dispute Resolution

If we cannot reach a mutually satisfactory resolution, you may:

• Contact the National Consumer Commission
• Seek mediation through a consumer protection body
• Exercise your legal rights through appropriate channels

17. Contact Us

For any questions about returns, refunds, or this policy, please contact us:

18. Policy Updates

UrbanFind reserves the right to update this Refund and Return Policy at any time. Changes will be effective immediately upon posting to our website. We will notify customers of significant changes via email or website notification.

This policy was last updated on the date shown at the top of this page. We encourage you to review this policy before making purchases.

We value your business and want you to be completely satisfied with your UrbanFind experience. If you have any concerns about a product or our return process, please don’t hesitate to reach out. We’re here to help!