Politica de rambursare

We stand behind the quality of our jewelry and packaging. If something arrives damaged or defective, we'll make it right.

What We Accept Returns For

✅ Items that arrive damaged
✅ Items with manufacturing defects
✅ Incorrect items sent

What We Don't Accept Returns For

❌ Customer changed their mind
❌ Customer ordered wrong size/style
❌ Item doesn't match customer expectations
❌ General dissatisfaction (not quality-related)
❌ orders you no longer want

How to File a Return or Claim

Step 1: Take a Clear Photo

Photograph the damaged or defective item showing:

  • The damage or defect clearly visible

  • The item in its packaging (if possible)

  • Any relevant packaging damage

Tip: Use good lighting and take multiple angles if needed.

 

Step 2: Email Us Within 7 Days

Send your photo to: info@urbanluxromania.com

 

Include in your email:

  • Order number

  • Description of the issue

  • Photo(s) of the damage or defect

  • Whether it's a sample order or customer order

Step 3: We'll Resolve It

Our customer service team will respond within 2 business days with:

 

Option A: Replacement
We'll ship a replacement item at no cost

 

Option B: Branvas Credit
We can provide credit toward future orders

 

You choose which resolution works best for you.

Timeline for Claims

Submit within: 7 days of delivery
Our response time: Within 2 business days
Resolution time: 1-3 business days after approval

Exchanges or Size Changes?

We don't offer exchanges for:

  • Wrong size ordered

  • Different style preference

  • Color doesn't match expectations