Refund policy
Last updated: 09/08/2026
Thank you for shopping with Urbansupplied.com
30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee. You have 30 days from the date of delivery to request a refund.
Skincare and personal care items (including eye patches): we want you to actually be able to try these. If you have opened or used the product and it hasn't worked out for you, email us within 30 days of delivery and we will refund you in full. You do not need to send the product back, and you will not be charged return shipping.
This applies to one jar per customer. Repeat refund requests across multiple orders may be declined at our discretion.
All other products
For non-skincare items, to be eligible for a return:
- Item must be unused and in original condition
- Item must be in original packaging
- Item must not show signs of wear, washing, or damage
For these items, customers are responsible for return shipping costs.
We reserve the right to refuse returns that do not meet these conditions.
Damaged or incorrect items
If your order arrives damaged, faulty, or is not what you ordered, contact us with a photo and we will replace it or refund you in full. No return required.
Refunds
Once your request is approved, refunds are issued to your original payment method.
Please allow 5–10 business days for the refund to appear, depending on your bank or card issuer.
Original shipping costs are refunded where the item was faulty, damaged or incorrect. For change-of-mind and satisfaction refunds, original shipping is non-refundable.
How to request a refund
Email us with your order number and a sentence about what went wrong. There is no form and no return authorisation process.
Your rights under Australian Consumer Law
Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under Australian law, including a right to a replacement or refund for a major failure.
Customers outside Australia retain their rights under their own local consumer law.
Contact Us
For any refund or return enquiries, contact us at urbansupplied765@gmail.com