Refund policy

All sales of digital products are final and non-refundable. Due to the nature of digital downloads, we cannot offer refunds, exchanges, or cancellations once the purchase is completed.

If you experience any issues accessing or downloading your digital product, please contact us at urban-phoenix@outlook.com, and we’ll be happy to assist you.

We have a 30-day return policy on all merch products, which means you have 30 days from purchasing your item to request a return.

If you are unhappy with your purchase, you are welcome to return your items for a Store Credit as we do not refund for change of mind or incorrect sizing. If you purchased your items using a discount code, your store credit will be the final amount you paid for that item (minus the discount). Store Credits expire within 12 months, and can be used on any item/s on our website.

Customers must cover the postage cost to send the item back to us.

ALL SALE ITEMS ARE FINAL, THERE IS NO EXCHANGE OR REFUNDS ON SALE ITEMS UNLESS DEFECTIVE OR FAULTY.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, make up free, perfume free, fake tan free and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at urban-phoenix@outlook.com. 

It is recommended that you use a traceable delivery method for all returns to ensure your delivery is safely returned to us. We are not responsible for any loss or damage to parcels returned to us.

Items which do not satisfy the above Conditions of Return for our change of mind policy will not be accepted and the customer will be notified.

You can always contact us for any return question at urban-phoenix@outlook.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If you think you have received an item with a manufacturing fault or an incorrect item to the one ordered - please email our Customer Service team as soon as possible at urban-phoenix@outlook.com and attach 2-3 clear photos of the fault you are seeing. If the garment is found to have a manufacturing fault, we are happy to organise a free returns label for you to return the item for a refund, store credit or direct replacement.

Please note that Urban Phoenix does not accept returns for garments which have been damaged during wash or wear and tear.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

Unfortunately, we are currently unable to process exchanges. You can return the item to us for a store credit which you can use to place a new order.

ALL SALE ITEMS ARE FINAL, THERE IS NO EXCHANGE OR REFUNDS ON SALE ITEMS UNLESS DEFECTIVE OR FAULTY.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at urban-phoenix@outlook.com.