Refund policy

 

RETURNS
Had a change of heart? It happens - we're all human. That's why we've come up with a return policy, to give you plenty of time to think things over. So, when you do decide to return your order, please make sure to tick all boxes below:

  •           When in doubt, take 30 days to mull it over. If you haven't returned your order by then, you're officially the proud owner of an URBN22 watch! Items returned to us beyond the 30-day mark, cannot be accepted or exchanged.
  •      We deliver with care and expect the same in return. We don't want to deny anyone the joy of unwrapping a brand-new watch, so when you return yours; please make sure it's unused and in its original packaging.
  •      We all love a little mystery, but we like to know who we’re dealing with. Help us, help you – always include a receipt or proof of purchase that clearly shows your name for a quick ID.

Not confident about crossing everything off of our checklist? Then other return conditions may apply. For instance:

  • When an item is returned to us damaged or missing parts, and therefore suffered a loss of value.
  • When an item is returned to us, beyond the 30-day mark (starting from the delivery date). 

In both cases this could mean only a partial refund is granted. So, lets avoid any unwanted surprises and contact us before you decide to take your chances!

If you're absolutely sure about your decision, give us a sign. We love to make things easy, so we'll provide you with everything you need to make sure your parcel makes it back to us in one piece.

CANCELLATION
We don't like to keep the people waiting, so once you've placed your order, we make sure you get it asap. Unfortunately, this also means we can't alter or cancel any order once it's out there. If you still wish to return the items after receiving them, you’re free to do so.

REFUNDS 
As is common with all returns – we thoroughly inspect the goods before giving it the stamp of approval. Assuming you've gone through our checklist, and all is well – we will inform you about your refund by mail. Luckily, everything is automated process from here on, so your credit will show up on your bank account/credit card or bill, within several days.

LATE OR MISSING REFUNDS
Your return has been approved; you’ve been notified but haven't received a refund yet? Always double check your bank statement first. If you're certain it hasn't been deposited yet, contact your bank. The same goes, if you used a credit card. Anything can seem long when you're waiting for it, so there’s no shame in checking in and asking for clarification.

Done all of the above and still no refund? Let us know and we'll see if we can figure it out together.

EXCHANGES
Everything we send out is crafted with care, but should you come across the occasional exception and receive a damaged or defective item – let us know and we'll make it right. All requests for exchanges should be sent to URBN22 B.V., Deventerweg 2A, 3843GD Harderwijk, the Netherlands.

GIFTS
It's possible you've been gifted an original URBN22 watch by someone in your circle – obviously they have impeccable taste, but maybe it does differ from yours. Now what?

If the gift giver marked the order as such and shipped it directly to you, you can still return the item and receive a gift certificate - equally valued of course.

If not marked and given to you personally by the gift giver, maybe let them know you're about to return it – we have to notify them because they're the ones getting the refund.

SHIPPING
If you're shipping any item over 75, you'll want to make sure you know exactly where it's at. We can't make any guarantees once it's in the hands of the courier. So, word to the wise: use a trackable shipping service or get shipping insurance.

OTHER DISPUTES
It's possible not to see eye to eye at times and this could lead to a disagreement of some sort. We're not ones to shy away from a challenge and will always put in the effort to work through any dispute.

In case we're not able to resolve it together, we would like to refer you to an online platform that allows consumers to file their complaints about online purchases. It's the EU's Online Dispute Resolution platform and this way there's still a possibility to reach an out-of-court settlement. You can find the platform here: https://ec.europa.eu/consumers/odr/main/?event=main.home2.show