Refund policy

Return & Refund Policy

At UrbanNivo, we want customers to understand the return and refund process clearly before making a purchase. This policy explains the main conditions for returns, refunds, exchanges, and order-related issues.

Return Period

We accept eligible return requests within 30 days after receiving your order.

To qualify for a return, the item should generally:

  • Be unused.
  • Be in its original condition.
  • Include original packaging, accessories, or tags where applicable.
  • Be returned with valid order information or proof of purchase.

Items that show signs of use, misuse, damage after delivery, alteration, or incomplete return condition may not qualify.

How to Request a Return

Before returning any item, please contact our customer support team at:

[email protected]

Please provide:

  • Your order number.
  • The item you wish to return.
  • The reason for the return.
  • Relevant photos where necessary.

We will review the request and provide the appropriate next steps.

Please do not send items back without first contacting us.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us with your order details and clear photos showing the issue.

After reviewing the information, we will determine an appropriate solution based on the circumstances. This may include a refund, replacement, or another suitable resolution.

Change of Mind

If you no longer want an item, you may request a return within the applicable 30-day return period, provided the item meets the return conditions described above.

Customers are encouraged to review product descriptions, dimensions, materials, colors, and other relevant product details before placing an order.

Non-Returnable Items

Certain items may not be eligible for return where appropriate due to hygiene, safety, customization, product condition, or other reasonable product-specific considerations.

Where specific return restrictions apply, they may be stated on the relevant product page or communicated during the return process.

Used, altered, damaged, incomplete, or improperly handled products may be refused.

Return Shipping

Return shipping arrangements may depend on the reason for the return.

If the return is related to a damaged, defective, or incorrect item, we will review the circumstances and provide suitable instructions.

For returns based on personal preference or change of mind, applicable return shipping costs may be the customer's responsibility.

Any relevant shipping arrangements will be communicated during the return process.

Inspection of Returned Items

Returned products may be inspected after they are received.

We may verify that the returned item:

  • Matches the original order.
  • Is in acceptable condition.
  • Meets the return requirements described in this policy.

If the return meets the applicable conditions, the refund process will proceed accordingly.

Refunds

Approved refunds will be issued to the original payment method used for the order.

After a refund has been processed, the time required for the funds to appear may vary depending on the bank, card issuer, payment provider, or other financial processing factors.

UrbanNivo does not control the processing time of external financial institutions.

Original Shipping Charges

Original shipping charges may not be refundable unless the return relates to an order issue where refunding those charges is appropriate.

Any applicable refund amount will be confirmed after the return request has been reviewed.

Exchanges

If you would like to exchange an eligible item, please contact customer support.

Exchange availability may depend on product availability and the condition of the original item.

Where a direct exchange is not available, you may be asked to return the original item and place a new order.

Order Issues

If you experience an issue with an order, please contact us with the relevant details so the matter can be reviewed.

Providing your order number, product details, and supporting photos where appropriate can help us assess the issue more efficiently.

Changes to This Policy

UrbanNivo may revise this Return & Refund Policy when reasonably necessary to reflect changes in business practices, website operations, services, or applicable requirements.

Any revised version will apply when published on the UrbanNivo website.

Business Information

UrbanNivo is owned and operated by Liuyang Zheping Electronic Commerce Co., Ltd.

  • BRAND: UrbanNivo
  • LEGAL COMPANY NAME: Liuyang Zheping Electronic Commerce Co., Ltd.
  • OWNER / REPRESENTATIVE:
  • CUSTOMER SUPPORT EMAIL: [email protected]
  • SUPPORT HOURS:
    Monday–Friday, 9:00 AM–6:00 PM
    (UTC+8)
  • Customer Support Phone:
  • WEBSITE:
    https://UrbanNivo.com/
  • BUSINESS ADDRESS:
    No. 10, Xinjing Group, Jiangdong Village, Zhentou Town, Liuyang City, Changsha City, Hunan Province, China

Contact Us

If you have questions about returns, refunds, exchanges, or an existing order, please contact:

Email: [email protected]