Refund policy
At Urban Chill Shop, we specialize in large salon, spa, and wellness equipment. Due to the size, weight, and handling requirements of many of our products, returns are accepted only in limited circumstances and must be approved by Urban Chill Shop in writing in advance. Nothing in this policy limits any non-waivable rights under applicable consumer protection laws.
1. Return Eligibility
Return requests may be considered only if all of the following conditions are met:
- the return request is submitted within the applicable return window stated below
- the item is unused, unassembled, and in its original packaging
- the item is in the same condition in which it was delivered
- all parts, hardware, manuals, accessories, and packaging materials are included
- the return has been authorized in writing by Urban Chill Shop before the item is shipped back
Returns sent without prior written authorization will not be accepted.
2. Return Windows
Large Furniture and Freight-Shipped Items
For large items such as electric facial beds, massage tables, barber chairs, styling chairs, shampoo units, and other freight-shipped furniture, return requests for reasons other than damage, defect, or shipping error must be submitted within 7 days of delivery.
Small Parcel Items
For eligible small parcel items, return requests for reasons other than damage, defect, or shipping error must be submitted within 14 days of delivery.
Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, you must notify us within 48 hours of delivery at info@urbanchillshop.com. Please include clear photos or videos of:
- the product
- the packaging
- the shipping label
- any visible damage or issue
Failure to report shipping damage, concealed damage, shortages, or incorrect items within this timeframe may result in the claim being denied.
3. Items That Are Not Eligible for Return
The following items are not eligible for return or refund unless required by law or approved by Urban Chill Shop in writing:
- assembled or partially assembled products
- used products
- items without original packaging
- custom-made, made-to-order, or personalized products
- clearance items, final sale items, and gift cards
- consumables, including oils, wax, lotions, disposable covers, disposable sheets, and similar items
- personal care items that have been opened or used
- bundled or discounted multi-unit promotions, unless returned as a complete bundle
- items damaged after delivery due to improper handling, assembly, storage, misuse, neglect, or unauthorized modification
4. Non-Returnable Reasons
The following do not qualify as defects and do not by themselves create a right to return, cancel, or refuse delivery:
- change of mind
- ordered the wrong model, size, color, style, or configuration
- the item does not fit through a doorway, hallway, stairwell, elevator, or room
- the item does not match subjective expectations regarding comfort, firmness, appearance, or personal preference
- minor color variation, stitching variation, texture variation, or other minor cosmetic differences that do not affect function
- delays caused by weather, carrier scheduling, access limitations, missed appointments, or other events outside our reasonable control
- damage caused during customer assembly, installation, relocation, or third-party handling
- misunderstanding of delivery scope or service level
5. Original Packaging Requirement
Customers should retain all original packaging, including cartons, foam, pallets where applicable, and internal protective materials, until the order has been fully inspected and accepted.
Urban Chill Shop may deny a return or damage claim if the original packaging has been discarded before the claim is reviewed.
6. Return Authorization Process
To request a return, email info@urbanchillshop.com with:
- your order number or proof of purchase
- the product name
- a brief description of the reason for the return
- clear photos of the item and packaging
- confirmation that the item is unused, unassembled, and in its original packaging
If the return is approved, we will provide written return instructions. Do not ship any item back unless authorized by Urban Chill Shop.
Unauthorized returns, refused shipments, or self-arranged returns sent to the wrong location may be refused or may be subject to additional handling, storage, and freight charges.
7. Return Shipping, Freight Charges, and Restocking Fees
If a return is approved for reasons other than seller error, verified defect, or shipping damage, the customer is responsible for all return-related costs, including where applicable:
- return shipping charges
- original outbound shipping charges
- appointment delivery charges
- tailgate, liftgate, inside delivery, limited access, residential, stair carry, re-delivery, or other carrier accessorial charges
- storage fees
- return-to-origin or reconsignment fees
- packaging replacement or repacking costs
- inspection and handling costs
For approved non-defect returns, a restocking fee of up to 30% may apply.
If the returned item shows missing packaging, repacking needs, non-original packaging, or other condition issues that reduce resale value, a higher deduction may apply.
Items that have been assembled, used, damaged, modified, or returned in a condition that prevents resale as new may be refused or may be subject to substantially higher deductions at Urban Chill Shop’s discretion.
8. Refused Deliveries and Missed Appointments
If a customer or consignee refuses delivery for reasons unrelated to verified shipping damage, verified defect, or seller error, the order will not be treated as a standard return.
In such cases, Urban Chill Shop may deduct all resulting costs from any eligible refund, including but not limited to:
- original freight charges
- return freight charges
- carrier storage charges
- re-delivery fees
- accessorial charges
- repackaging or handling costs
- restocking fees
Missed delivery appointments, failure to respond to the carrier, or failure to accept delivery may also result in similar charges.
9. Remedies for Damaged, Defective, or Incorrect Items
For items reported as damaged, defective, incomplete, or incorrect, Urban Chill Shop reserves the right to determine the appropriate resolution based on the nature of the issue, supporting evidence, and product availability.
The available remedies may include:
- troubleshooting support
- replacement parts
- repair guidance
- replacement of the affected component
- exchange
- partial refund
- full refund
- another commercially reasonable remedy
A refund is not automatically the first or only remedy.
10. Refund Processing
Once an approved return is received and inspected, we will notify you whether the refund has been approved.
If approved, the refund will be issued to your original payment method within 10 business days. Your bank or credit card provider may require additional processing time.
If more than 15 business days have passed since refund approval and you have not received your refund, please contact us at info@urbanchillshop.com.
11. Exchanges
We do not process direct exchanges in advance.
If an exchange is approved, Urban Chill Shop will advise whether the item should be returned first, whether replacement parts will be sent, or whether a new order should be placed.
12. Final Sale Items
Final sale, clearance, liquidation, and special-order items are not eligible for return or refund.
If such an item arrives damaged, defective, or incorrect, the issue must be reported within 48 hours of delivery, and Urban Chill Shop will review the matter and determine the appropriate remedy.
13. Limitation
No oral statement, courtesy exception, informal message, or prior customer service communication will modify this policy unless confirmed in writing by Urban Chill Shop. Any exception granted by Urban Chill Shop is discretionary, must be confirmed in writing, and does not create an ongoing right or precedent.
Urban Chill Shop reserves the right to deny any return, refund, or claim that does not meet the conditions set out in this policy.
14. Contact
For return requests or order issues, please contact:
Urban Chill Shop
Email: info@urbanchillshop.com
Website: www.urbanchillshop.com