Return & Refund Policy

At Urbannestis, customer satisfaction is very important to us. We stand behind the quality of our kitchen and home products and want you to shop with confidence. If you are not completely satisfied with your purchase, we are here to help.

Return Eligibility

We accept returns for eligible items within 30 days of delivery.

To be eligible for a return or exchange, items must meet the following conditions:

  • The item must be unused, unwashed, and in original condition

  • The item must be returned in its original packaging

  • All included parts, accessories, manuals, and labels must be intact

  • Proof of purchase, such as your Order Number, must be provided

Non-Returnable Items

The following items are generally not eligible for return or refund:

  • Items that have been used, damaged, or altered after delivery

  • Items not in their original packaging

  • Clearance, final sale, or non-refundable promotional items

  • Gift cards

  • Personalized or customized products, if applicable

We reserve the right to refuse returns that do not meet the conditions above.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

To help us resolve the issue quickly, please email us with:

  • Your Order Number

  • A brief description of the issue

  • Clear photos showing the damaged, defective, or incorrect item

Once reviewed, we will arrange a replacement, exchange, or full refund where applicable.

How to Start a Return

To request a return or exchange, please contact our customer support team at:

Email: support@urbannestis.com
Phone: +1 407 365 4440

Please include your Order Number and the reason for your return request. Once your request is approved, we will provide return instructions.

Return Shipping Costs

  • For returns due to change of mind or other non-defective reasons, the customer is responsible for the return shipping cost

  • For returns caused by our error, such as a damaged, defective, or incorrect item, we will cover the return shipping cost when applicable

We recommend using a trackable shipping service for all returns, as we cannot guarantee receipt of returned items lost in transit.

Return Address

Please do not send returned items to our office address unless instructed by our customer support team. Returns should only be sent to the address provided in the return instructions after approval.

Operated By:
HK SINCERITY D CO., LIMITED
Address: UNIT 2508A 25/F, BANK OF AMERICA TOWER, 12 HARCOURT RD CENTRAL, HONG KONG

Refund Processing

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds will be issued to your original payment method

  • Please allow up to 10 business days for the refund to be processed

  • Depending on your bank or payment provider, it may take additional time for the funds to appear in your account

Please note that original shipping charges are non-refundable, unless the return is due to our error.

Exchanges

We accept exchanges for eligible items if the product is damaged, defective, or if you received the wrong item. For other exchange requests, availability will depend on stock status.

Need Help?

If you have any questions about our Return & Refund Policy, please contact us:

Email: support@urbannestis.com
Phone: +1 407 365 4440

We are committed to providing a reliable, secure, and satisfying shopping experience at Urbannestis.