Refund policy

RETURN AND REFUND POLICY

Last updated: September 12, 2026

We want you to feel confident purchasing from Urban Glow. This policy explains our 30-day returns process and what to do if an item arrives damaged, defective or incorrect.

30-DAY RETURNS

You may request a return within 30 calendar days after your order has been delivered.

To qualify for a return, the product must:

• Be returned in its original condition
• Be unused or only reasonably inspected
• Include the original packaging, user manual and any items supplied with the product
• Be accompanied by proof of purchase

Products that are damaged, altered, incomplete or excessively used after delivery might not qualify for a change-of-mind return.

HOW TO REQUEST A RETURN

Before returning an item, contact us at llcurbanglow@gmail.com and provide:

• Your full name
• Order number
• Reason for the return
• Photographs or video if the product is damaged, defective or incorrect

If the return is approved, we will provide return instructions and the appropriate return address.

Do not send products to our registered business address or to an address shown on the original parcel unless we specifically instruct you to do so. Unauthorised returns may be delayed or refused.

BUNDLE RETURNS

Products received as part of a bundle or “Buy X, Get Y” promotion must be returned together, including any free units, to qualify for a full bundle refund.

If only part of a bundle is returned, the refund may be recalculated based on the regular price of the products retained and the promotional terms that applied to the original order.

CHANGE-OF-MIND RETURN SHIPPING

For approved change-of-mind returns, customers are responsible for return shipping costs.

We recommend using a tracked shipping service. Urban Glow is not responsible for returned parcels that are lost or damaged before reaching the designated return location.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Inspect your order after delivery and contact us as soon as possible if the product is damaged, defective or incorrect.

Please include your order number and clear photographs or video showing the product, packaging and shipping label.

When an item is confirmed to be damaged, defective or incorrect, we will provide an appropriate resolution, which may include a replacement, refund or return instructions. Approved return shipping costs for confirmed damaged, defective or incorrect items will be covered by Urban Glow.

NON-RETURNABLE ITEMS

Returns may not be accepted for:

• Products returned more than 30 days after delivery
• Products damaged through misuse, improper installation or unauthorised modification
• Products with missing parts, packaging or included materials
• Gift cards
• Items marked as final sale before purchase

CANCELLATIONS AND ORDER CHANGES

We cannot guarantee cancellation or modification after an order has entered processing or has been shipped. If the order has already shipped, the standard return process will apply.

REFUNDS

We will notify you after the returned product has been received and inspected.

If approved, the refund will be issued to the original payment method. Please allow up to 10 business days for the refund to be processed after approval. Your bank or payment provider may require additional time to display the refund.

Original shipping charges, if any, are not refundable unless the product was damaged, defective or incorrect.

If more than 15 business days have passed since your refund was approved, contact us at llcurbanglow@gmail.com.

For return or refund questions, contact:

Urban Glow
Email: llcurbanglow@gmail.com
Website: urbanglowco.co