Urbanzen Refund and Returns Policy

You may request a return within 7 calendar days of receiving your order. To be eligible, your request must be submitted before this window closes.

To qualify for a return, items must meet all of the following conditions:

• Item is unused and unwashed
• All original tags and packaging are intact
• Item is in the same condition as received
• Return is requested within the 7-day window
• Proof of purchase (order number or receipt) is provided

The following items cannot be returned or refunded:

• Underwear, lingerie, and swimwear (for hygiene reasons)
• Beauty products, skincare, and cosmetics that have been opened or used
• Items marked as "Final Sale" or "Non-Returnable" at the time of purchase
• Items that have been washed, altered, or damaged after delivery
• Gift cards or vouchers

Follow these steps to start your return:

Approved refunds will be processed to your original payment method:

• M-Pesa: Refunded to your registered M-Pesa number within 5–7 business days
• Card Payments: Refunded to your original card within 7–10 business days (varies by bank)
• Store Credit: Available as an alternative — processed within 2 business days

Original shipping fees are non-refundable unless the return is due to our error (wrong or defective item).

We are happy to exchange items for a different size or colour, subject to availability. If the desired item is out of stock, we will offer a store credit or refund. To request an exchange, follow the same process as a return (Section 4 above).

If you received a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with:

• Your order number
• Clear photos of the item and packaging
• A brief description of the issue

We will arrange a replacement or full refund at no cost to you, including return shipping.