REFUND AND RETURNS POLICY

Thank you for choosing URBAN ESSENCE LLC. We hope you are satisfied with your purchase. If you are not satisfied with your order, you can return and get a refund according to the following policy.

1. Return Timeframe
   You have 30 days from the date you receive the goods to request a return. After 30 days, refunds or exchanges are not possible.
2. Return Conditions
   To ensure a smooth return, please meet the following conditions:

The product must be unused and in its original packaging, including all labels and accessories.

Some products are not eligible for return, such as: Ice products that cannot be resold after opening.

3. Requesting a Return
   To return an item, please follow these steps:

Contact Customer Service: Please contact us by email or phone, providing your order number and return request.

Email: [email protected]
Phone: 937-982-1559
Our customer service team will provide you with detailed return instructions and return address.

4. Return Shipping Costs
   Return shipping costs will be borne by the customer unless the item is defective or the wrong item was sent. In this case, we will provide you with a prepaid return label.
5. Refund Processing
   Once we receive and inspect the returned item, we will process your refund.

The refund will be credited to your original payment method within 5-10 business days. Please note that the specific refund time may depend on your bank or payment institution.

6. Exchange Policy
   If you wish to exchange a product, please first return the purchased item according to the return process. You can reorder after receiving your refund.
7. Incorrect or Defective Goods
   If the goods you received are defective, damaged, or do not match your order, please contact customer service. We will provide you with a solution, including a refund or reshipment.
8. Contact Us

If you have any questions about this policy or need further assistance, please feel free to contact us:

Email: [email protected]
Phone: 937-982-1559
Address: 830 Arlington Ave, Mansfield, OH 44903

Thank you for choosing URBAN ESSENCE LLC! We look forward to providing you with excellent products and services!