Refund policy

Return and Refund Policy

At Urban Acre Bas, we want you to be completely satisfied with your purchase. If for any reason you are not, we offer a straightforward return and refund process.

1. Eligibility for Returns

You may return most new, unused items sold by Urban Acre Bags within 30 days from the original order date for a full refund. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.

2. How to Initiate a Return

To initiate a return, please follow these steps:

  • Contact Us: Please contact our customer service team at sales@urbanacrebags.com to request a Return Merchandise Authorization (RMA) number. Returns without an RMA number may not be accepted.
  • Provide Information: When contacting us, please provide your order number, the item(s) you wish to return, and the reason for the return.
  • Receive Instructions: Once your return is authorized, we will provide you with detailed instructions on how and where to send your item(s).

3. Shipping Your Return

  • You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
  • For items over $50 in value, we highly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

4. Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

  • Approved Refunds: If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment, within 5-10 business days.
  • Late or Missing Refunds:
    • If you haven’t received a refund yet, first check your bank account again.
    • Then contact your credit card company, it may take some time before your refund is officially posted.
    • Next contact your bank. There is often some processing time before a refund is posted.
    • If you’ve done all of this and you still have not received your refund yet, please contact us at sales@urbanacrebags.com.

5. Damaged or Incorrect Items

If you received a damaged or incorrect item, please contact us immediately upon receipt at sales@urbanacrebags.com. We will work with you to resolve the issue promptly, which may include sending a replacement or issuing a refund.