Refund policy

Refund Policy Because all UrbanQilin products are made on demand, we do not accept returns or exchanges for buyer’s remorse, including wrong size, wrong color, or change of mind. However, we will replace or refund items that arrive damaged, defective, misprinted, or incorrect. You must contact us within 30 days of receiving your order to request a review.

How to Start a Claim To request a replacement or refund, contact us at support@urbanqilin.com with your order number and clear photos of the issue. Claims submitted without photos cannot be processed. Items sent back to us without first contacting us will not be accepted.

If your claim is approved, we will provide instructions for next steps. Depending on the item and fulfillment location, returns may be directed to a specific facility. In most cases, defective or damaged items do not need to be physically returned.

Damages and Issues Please inspect your order upon delivery and contact us immediately if an item is defective, damaged, or incorrect. We will evaluate the issue and make it right.

Non‑Returnable Items Because our products are produced on demand, we cannot accept returns for: • Buyer’s remorse • Wrong size or color ordered • Custom or personalized items • Sale items or gift cards • Items damaged through normal wear and tear • Items returned without prior approval

We also cannot accept returns for hazardous materials, flammable liquids, or gases.

If you have questions about a specific item, contact us at support@urbanqilin.com.

Exchanges We do not offer exchanges. If your item qualifies for replacement due to damage, defect, or misprint, we will send a corrected item at no additional cost.

European Union 14‑Day Cooling‑Off Period If your order is shipped into the European Union, you may have the right to cancel your order within 14 days of delivery. This right does not apply to custom‑made or print‑on‑demand goods produced specifically for you, which includes all UrbanQilin products. If you believe your situation qualifies for EU withdrawal rights, contact us at support@urbanqilin.com.

Refunds We will notify you once your claim has been reviewed and let you know if a refund is approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or credit card provider may require additional time to post the refund.

If more than 15 business days have passed since your refund was approved, contact us at support@urbanqilin.com.