You may cancel your order at any time before it has been shipped. Once your cancellation request is received and processed, a full refund will be issued to your original payment method. Please note that processing cancellations may take up to 2 business days. If your order has already entered the shipping process, you will need to follow our standard return procedure upon receiving the items.
We accept returns within 30 days of the original purchase date. To be eligible for a return, your item must be unused, in its original packaging, and accompanied by the original receipt or proof of purchase. Items that show signs of wear, damage, or are not in their original condition may be subject to a partial refund or may not qualify for return at our discretion.
To initiate a return, please contact our customer service team to obtain a Return Merchandise Authorization (RMA) number. All returned items must include this RMA number clearly marked on the outside of the package. Customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong item shipped or defective product).
Once your return is received and inspected, we will send you an email notification regarding the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original payment method within 7-10 business days. The exact timing of the refund depends on your payment provider's processing time.
Please note that shipping costs are non-refundable for returns that are not the result of our error. If you received a discount or promotion on your original purchase, the refunded amount will reflect the actual price paid after discounts.
If you haven't received your refund within the specified timeframe, first check your bank account again and contact your credit card company, as it may take some time before your refund is officially posted. If you've done this and still have not received your refund, please contact us with your order details, and we will investigate the matter promptly.
For payments made via PayPal, we recommend checking your PayPal account balance before contacting us, as refunds often appear there immediately. In cases where the refund was processed but not received, we will work with our payment processors to trace the transaction and resolve the issue.
If you have any questions about our Return & Refund Policy, please don't hesitate to contact us:
Company Name: xurbanfootwearcvbn Colombia S.A.S.
Address: Calle 72 # 11-45, Medellín, 050021, Colombia
Phone: +57 4 512 8764
Email: [email protected]
Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM (Colombia Time), excluding national holidays.
