Refund Policy & Commercial Return Terms

At Urbanista, we engineered audio solutions to elevate urban life in motion. To maintain our reputation as a trusted global manufacturer and distribution partner across 60+ markets, we offer a clear, transparent 30-day return policy and comprehensive commercial return support for all direct purchases, wholesale partners, and enterprise channels.

1. Our 30-Day Global Return Policy

Customers and corporate buyers may return any standard audio hardware unit purchased directly through our global platform within 30 days of shipment receipt.

Eligibility Criteria

• Product Condition: Items must be returned in mint, sellable condition with zero cosmetic abrasion or physical altercations.
• Original Packaging: All original inner trays, safety manuals, factory packaging seals, eartip kits, and accessories must remain intact.
• Proof of Purchase: Valid order reference numbers, commercial invoice documents, or authorized partner transaction records are required for verification.

Authorized Retail Purchases

Products acquired via third-party retail partners, regional electronics chains, or corporate gifting programs must be processed directly through the respective merchant where the original purchase was executed. Direct warehouse returns for retail purchases cannot be accepted.

2. Return Merchandise Authorization (RMA) Process

To establish continuous traceability and facilitate rapid turnaround, all return consignments require pre-authorization prior to dispatch to our logistics centers.

Step-by-Step Return Instructions

1. Initiate Authorization: Contact our dedicated customer care team and specify your commercial order number along with a clear summary for return.
2. Secure Packaging: Package the equipment securely inside protective freight boxes to eliminate transit damage. Attach the issued RMA documentation visibly onto the exterior container.
3. Dispatch: Send your pre-approved package to our primary logistics center in Sweden:

Note: Return freight charges remain the responsibility of the sender unless the return stems from a manufacturing fault, freight damage, or logistical error verified by Urbanista.

3. Damaged, Defective & Freight Guarantee

Urbanista products undergo strict quality control tests before factory departure, including acoustic tuning, battery cycle validation, and IP enclosure sealing. In the rare instance of receiving damaged or non-conforming items, immediate resolution is guaranteed.

Inspection & Defect Notification

Upon receipt of freight shipments, buyers should inspect the outer carton and contents immediately. If items are damaged in transit or exhibit functional defects:

• Notify support staff within 48 hours of shipment delivery.
• Provide detailed photographs or diagnostic video clips demonstrating the failure.
• Verified damaged or incorrectly fulfilled orders will be replaced or refunded at zero extra expense to the purchaser.

For long-term hardware failures covered under standard commercial operation, please review our official Warranty Policy documentation for hardware replacement protocols.

4. Product Exchanges & Commercial Refunds

Product Exchange Policy

We do not operate direct automated product exchanges. To exchange a model for a different technical specification, color, or audio category, please complete a standard return for your active order and place a separate order for the preferred SKU.

Refund Settlement & Timelines

Following delivery at our Helsingborg processing center, technical inspectors evaluate returned hardware against our quality standards. Approved refunds are executed according to the following framework:

• Valuation: Refunds cover product purchase value. Outbound shipping costs and international custom fees are non-refundable unless resulting from an acknowledged Urbanista defect.
• Processing Period: Remittances are credited back to your original payment method within 3 to 5 business days post-inspection.
• Banking Clearance: Secondary processing times depend on your financial provider or issuing bank institution (typically 2 to 7 additional business days).

5. Statutory Rights & European Union Compliance

Our commercial terms operate in full alignment with global consumer protection regulations and European Union commercial directives.

EU 14-Day Right of Withdrawal

Consumers situated within the European Economic Area possess the statutory right to cancel or withdraw from their purchase contract within 14 days of receipt without providing justification. Upon exercising withdrawal rights, Urbanista reimburses standard product costs and outbound delivery charges; buyers retain obligation for physical return freight handling.

Dispute Resolution

In cases where customer service escalated complaints remain unresolved, buyers in the EU may contact recognized Alternative Dispute Resolution (ADR) agencies or local consumer board entities such as the Swedish National Board for Consumer Disputes (ARN).