Return and Refund Policy

Last Updated: October 20, 2026

At Urbangentle, we want you to feel confident when shopping with us. If your purchase does not meet your expectations, please review our return and refund policy below.

1. Return Period

You may request a return within 30 days of receiving your order. To qualify for a return, items must meet the eligibility requirements outlined in this policy.

2. Return Eligibility

To be eligible for a return, items must meet the following conditions:

• Items must be unworn, unused, and in their original condition.

• Items must be returned with their original tags, packaging, and accessories, where applicable.

• You must provide your order number or proof of purchase.

• Items must not show signs of washing, damage caused by use, or alterations.

For hygiene reasons, certain items may not be eligible for return if they have been used or if applicable hygiene seals have been removed, where permitted by law.

3. How to Request a Return

To start a return, please contact our customer support team with your order number and the reason for your return.

Email: support@urbangentle.com
Phone: +1 (505) 528-8695

Customer Support Hours: Monday–Friday, 9:00 AM–5:00 PM Mountain Time (MT).

Please wait for return instructions before sending any items back. Returns sent without prior authorization may experience processing delays.

4. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If you receive an incorrect, damaged, or defective item, contact us as soon as possible at support@urbangentle.com.

Include your order number, a description of the issue, and clear photographs when applicable. We will review your request and provide appropriate instructions for a replacement, refund, or other suitable resolution.

5. Return Shipping Costs

If you are returning an item because you changed your mind, selected the wrong size, or no longer want the product, you are responsible for the return shipping cost unless otherwise stated.

If the return is due to an error on our part, such as an incorrect item or a confirmed defective product, please contact us for instructions regarding return shipping.

Original shipping charges, if any, are non-refundable unless required by applicable law or otherwise stated.

6. Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be issued to your original payment method. Please allow 5–10 business days after refund approval for the refund to be processed and appear in your account. Your bank or payment provider may require additional time.

If your refund has not appeared after this period, please contact us for assistance.

7. Exchanges

If you need a different size, color, or item, contact our customer support team to discuss the available options. Exchanges are subject to product availability.

If an exchange is unavailable, you may be eligible to return the original item under this policy and place a new order.

8. Non-Returnable Items

Unless required by applicable law, the following items may not be eligible for return:

• Gift cards.

• Personalized or custom-made items.

• Items that cannot be resold for hygiene reasons after use or removal of applicable hygiene seals.

• Items damaged through misuse, improper care, or unauthorized alterations.

Any applicable exceptions will be communicated clearly before purchase.

9. Cancellations

If you wish to cancel an order, contact us as soon as possible. We cannot guarantee cancellation once an order has been processed or shipped.

If your order has already shipped, you may request a return in accordance with this policy.

10. Contact Information

If you have questions about returns, refunds, or exchanges, please contact us:

Store Name: Urbangentle
Legal Business Name: Satinstones LLC
Email: support@urbangentle.com
Phone: +1 (505) 528-8695
Business Hours: Monday–Friday, 9:00 AM–5:00 PM Mountain Time (MT)

Business Address:
Satinstones LLC
1209 Mountain Road Pl NE, Suite R
Albuquerque, NM 87110
United States

11. Policy Updates

Urbangentle reserves the right to update this policy when necessary. Any changes will be published on this page with an updated revision date. Changes will not override rights that customers have under applicable law.

We encourage customers to review this policy before placing an order.