Return/Refund & Shipping Policy

At Urbanlux, we are committed to ensuring our customers are completely satisfied with their unique, custom-made furniture and home decor items. Given the personalized and bespoke nature of our products, please review our refund policy carefully:

Custom-Made Items:

Non-Refundable: Due to the custom and made-to-order nature of our products, items purchased at Urbanlux are generally non-refundable. We begin the design and manufacturing process immediately upon order confirmation to ensure that your furniture meets all your specifications.

Cancellation of Order:

Before Production Begins: If you choose to cancel your order before production has started, you may be eligible for a partial refund. A cancellation fee of 25% of the total order price will be retained by Urbanlux to cover design and administrative costs.
After Production Begins: Once production has started, we cannot accept cancellations or offer refunds as resources and materials have been allocated specifically for your order.

Damaged or Defective Items:

At Urbanlux, we strive for excellence in quality. However, if your item arrives damaged or defective, please contact us within 48 hours of delivery. We will work with you to repair, replace, or refund the item, depending on the extent of the damage and your preference.
Replacement: We will replace any parts that are found to be defective due to materials or craftsmanship, at no extra cost to you.
Repair: If the item can be repaired, we will arrange for a repair at your home, or we will organize for the item to be returned to us and redelivered in perfect condition.

Returns for Online Purchases:

For items purchased online that are not custom-made, customers have the right to return the goods within 14 days of receipt, provided the items are in their original, unused condition. Urbanlux will refund the cost of the item minus any shipping charges incurred.

Refunds:

Refunds, where applicable, will be processed using the original payment method within 14 days of confirming that the return criteria have been met.

Non-Returnable Items:

Items on sale or clearance, promotional offers, or purchases made using store credits or gift cards are not eligible for return or refund.

General Guidelines:

To ensure a smooth return process, please keep all original packaging and your receipt or proof of purchase.
We recommend that you take photographs of the item if it arrives damaged and submit those with your initial claim.

Shipping Policy:

We ship throughout the United States, Monday through Friday via UPS. Orders will ship within two business days. A tracking number will be sent to the email provided so that you can track your order.
Shipping costs are based on weight and location. Free shipping on orders over $65 (Online orders only)
Unopened paint & supplies may be returned for a full refund. Proof of purchase is required.
Return shipping is at the purchaser's expense.

Contact Us:

If you have any questions or concerns regarding your order or our refund policy, please do not hesitate to contact our customer service team at (610) 409-1999. We are here to help and ensure your satisfaction.

Thank you for choosing Urbanlux, where we craft your personal vision into reality.