We want your experience with Urbanixo to be effortless — including when you need to return something. Here’s everything you need to know:
✅ Changed Your Mind?
No problem! You have 30 days to return your item — either:
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In-store at any Urbanixo retail location, or
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By mail to our distribution centre (for online purchases)
Return Eligibility:
To receive a full refund, your item must be:
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Unused
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Clean
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In original packaging
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Accompanied by a proof of purchase (receipt, confirmation email, etc.)
🔁 Returns & Exchanges – FAQs
✔️ I want to return an item
Start your return easily through our Returns Portal or visit any Urbanixo store.
✔️ I want to exchange an item
Need a different size, color, or style? Exchanges are available in-store or by initiating a return and placing a new order.
✔️ I’m still waiting for my refund — what now?
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Refunds are typically processed within 5–7 business days after we receive your return.
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Still waiting? Contact our support team with your order number.
✔️ My item is faulty — what should I do?
We’re here to help.
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Report a fault via our Returns Portal
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Upload photos and include a description
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We’ll guide you through the next steps
✔️ Other questions?
From return labels to shipping costs, we’ve got you covered. Visit our Returns Help Center or email us directly.
📦 Important Terms & Conditions
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Some items cannot be returned unless faulty:
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Underwear or hygiene-related products
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Personalized or made-to-order items
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Items marked Final Sale
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Refunds are made to the original payment method only.
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Items returned used, unclean, or without original packaging may not qualify for a full refund.
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Urbanixo reserves the right to refuse returns that do not meet our policy criteria.
📩 Need Help?
Our support team is ready to assist you:
📧 support@zenvixas.com
📞 (512) 338-7720
🌐 Visit our Contact Us page