Refund policy
- Effective from 1st September 2024
Eligibility for Returns
Urban Soul Hunters operates as a print-on-demand company, meaning each product is custom-made only after an order is placed. As a result, returns and exchanges are not available for items ordered in the wrong size, color, or due to a change of mind. To be eligible for a return, your item must meet the following criteria:
- Defective or damaged
- Manufacturing error
Return Process
To initiate a return due to a defect or manufacturing error:
- Contact us at customerservice@urbansoulhunters.com within 30 days of delivery.
- Submit the "Submit issue" form and include a clear photo of the problem.
- If your return is accepted, we will offer a free reprint or a refund.
- Items sent without prior approval will not be accepted.
Non-Returnable Items
The following items cannot be returned:
- Perishable goods (e.g., food, flowers, plants)
- Custom products (e.g., special orders, personalized items)
- Personal care goods (e.g., beauty products)
- Hazardous materials, flammable liquids, or gases
- Sale items
- Gift cards
For questions about specific items, please contact us.
Refund Process
- We’ll notify you upon receipt and inspection of your issue submission.
- If approved, refunds will be processed to your original payment method within 10 business days.
- Please allow time for your bank or credit card company to process the refund.
- If you haven’t received your refund after 15 business days, please contact customerservice@urbansoulhunters.com.
Damages and Issues
Please inspect your order upon receipt. If the item is defective, damaged, or incorrect, contact us immediately so we can evaluate the issue and take appropriate action.
Your satisfaction is our priority. For any questions or assistance, please contact our customer service team at customerservice@urbansoulhunters.com.