Customer Care
Return Policy
We stand behind every product we sell. If something isn't right, we'll make it right.
7 Days
Return Window
Free Return
Defective Items
3–5 Business Days
Refund Processing
Unused & Unopened
Condition
Urban Armor is committed to your satisfaction. This Return Policy outlines the conditions under which we accept returns and how we handle refunds and exchanges. Please read the following carefully before initiating a return.
Return Eligibility
- Items must be unused, unopened, and in their original packaging with all tags and documentation intact.
- Returns must be initiated within 7 days of the confirmed delivery date.
- A valid order number and proof of purchase are required to process any return.
- Products that have been worn, used on-site, or altered in any way are not eligible for return.
Eligible Reasons for Return
- Item received is defective or damaged on arrival.
- Incorrect product supplied (wrong size, colour, or specification).
- Item does not match the product description on the website.
- Missing components or accessories that were listed as included.
Non-Returnable Items
- Items that have been used, worn, or washed.
- Products with removed, damaged, or missing safety certifications or tags.
- Custom-ordered or specially sourced items ordered to your specification.
- Clearance or final-sale items marked as non-returnable at time of purchase.
- Items returned after the 7-day return window.
Return Process
- Step 1: Contact our team via email or WhatsApp within 7 days of delivery with your order number and reason for return.
- Step 2: Our team will review your request and confirm eligibility within 1–2 business days.
- Step 3: If approved, we will provide return instructions and a collection address (or arrange courier pickup for defective/incorrect items).
- Step 4: Once we receive and inspect the returned item, we will process your exchange or refund within 3–5 business days.
Refunds & Exchanges
- Approved refunds are processed within 3–5 business days via the original payment method.
- For defective or incorrectly supplied items, we cover return courier costs and will replace the item at no charge.
- For change-of-mind returns (size, preference), the customer is responsible for return courier costs.
- Exchanges are subject to product availability. If the requested item is unavailable, a full refund will be issued.
Important Notes
- Safety equipment that has been exposed to hazardous environments cannot be returned for health and safety reasons.
- We reserve the right to refuse returns that do not meet the eligibility criteria outlined above.
- Urban Armor is not responsible for items damaged during return shipping if packed inadequately by the customer.
- For bulk or corporate orders, returns are subject to separate terms agreed at time of purchase.
Need to Return an Item?
Start the return process
Contact our team with your order number and we'll guide you through the next steps.
Last updated: January 2025 · Urban Armor by Frugal Traders & Services