Refund policy

We want you to love your purchase. If you're not completely satisfied, we're committed to making it right.

This policy applies only to purchases made directly from Urban Naturals. If you purchased through Amazon or another authorized retailer, please refer to that marketplace's return policy, as returns and refunds must be processed through the original place of purchase.

Returns

We have a 30-day return policy, which means you have 30 days after receiving your order to request assistance.

To be eligible, your request must be submitted within 30 days of delivery and include proof of purchase.

We understand that fragrance is a personal preference, and sometimes a scent may not be exactly what you expected. If you're unhappy with your purchase for any reason, simply visit our Return Center to submit your request. We'll review it promptly and work with you to find the best solution.

Once your request has been reviewed, we'll provide the next steps, if applicable. Items returned without an approved return request will not be accepted.

Damaged, Defective or Incorrect Items

Please inspect your order upon delivery. If your item arrives damaged, defective, or you received the wrong product, submit a request through our Return Center as soon as possible so we can evaluate the issue and make it right.

To help us resolve your request quickly, please include clear photos of:

  • The item
  • The product packaging
  • The shipping box, if applicable

Non-Returnable Items

The following items are generally not eligible for return:

  • Personalized or custom-made products
  • Gift cards
  • Clearance or final sale items
  • Hazardous materials, flammable liquids, or gases

If you have questions about a specific item, please submit a request through our Return Center.

Exchanges

If you'd like a different item, submit a request through our Return Center. If an exchange is approved, we'll provide instructions for the next steps.

European Union 14-Day Cooling-Off Period

If your order is shipped into the European Union, you may have the right to cancel or return your order within 14 days, for any reason and without justification, where required by applicable law.

Any such request should be submitted through our Return Center so we can review your order and provide the appropriate next steps.

Refunds

Once we've reviewed your request, we'll notify you of the outcome.

If your refund is approved, it will be issued to your original payment method. Please note that your bank or credit card provider may require several business days to process and post the refund.

If you haven't received your refund within 15 business days after approval, please use the Shopify Inbox chat available on our website so our Customer Support Team can assist you.