Refund policy
Return & Refund Policy
Effective Date: August 26, 2026
At Urban Aura, we want every purchase to be backed by a return process that is clear, practical, and easy to understand. If an eligible product is not right for you or there is a problem with your order, the following policy explains how returns, refunds, exchanges, and order issues are handled.
1. 30-Day Return Opportunity
Urban Aura accepts eligible return requests made within 30 days from the date your order is delivered.
To qualify for a standard return, merchandise should generally:
Be unused, unworn, and in its original condition.
Remain free from stains, odors, scratches, alterations, or customer-caused damage.
Include original tags, labels, packaging, accessories, manuals, and other components supplied with the product, where applicable.
Be supported by a valid order number, receipt, or other proof of purchase.
Please keep the merchandise and its original packaging in good condition until you are certain that you wish to keep your purchase.
2. Return Requests Must Be Approved
Before mailing merchandise back, please contact Urban Aura at NatalieUrban1990@threadurbanmadison.com.
Your request should contain:
Your full name.
Your order number.
The product you wish to return.
A short explanation of the reason for your request.
Photographs when the item is damaged, defective, or different from what you ordered.
After reviewing the information, we will provide return instructions for qualifying merchandise.
Please do not send products back without receiving return authorization from Urban Aura. Merchandise returned without authorization may not be accepted.
3. Returns When You Change Your Mind
If an eligible product is not suitable for your needs or preferences, you may request a return during the 30-day return period.
For returns based on personal preference or an incorrect selection made by the customer:
Return shipping expenses are generally the customer's responsibility.
The product must satisfy our standard return conditions.
Original shipping or delivery charges are generally non-refundable.
Customers should review product descriptions, measurements, sizing, materials, and other available specifications before placing an order.
4. Condition of Returned Merchandise
Products returned for reasons unrelated to a defect or fulfillment error must remain in a condition suitable for inspection and resale.
Depending on the product, merchandise may be ineligible for a standard return if it has been:
Extensively used or worn.
Washed or cleaned.
Modified, altered, or customized after delivery.
Damaged through improper handling.
Returned with significant stains, odors, or other evidence of use.
Returned without essential components originally included with the purchase.
We evaluate returned merchandise reasonably based on the type of product and the circumstances of the return.
5. Products Damaged During Delivery
Please examine your order promptly after it arrives.
If you discover shipping damage, contact NatalieUrban1990@threadurbanmadison.com and provide your order number together with clear photographs of the affected merchandise.
We may also request photographs of the shipping carton, label, and protective packaging when relevant.
Please keep the merchandise and packaging until we have reviewed your request.
Following our assessment, we may provide an eligible replacement, refund, or another appropriate resolution.
6. Defective Merchandise
If you believe a product had a defect when it was delivered, please contact us before attempting to repair, alter, or dispose of the item.
Describe the issue and provide photographs or other reasonable supporting information when possible.
If Urban Aura verifies a qualifying defect and requires the merchandise to be returned, we will cover reasonable return shipping expenses associated with the authorized return.
7. Incorrect Items
If the merchandise in your package does not match your order confirmation, notify us before using or returning the product.
Please provide your order number and photographs identifying what you received.
After confirming a fulfillment error, Urban Aura will provide appropriate instructions. If the incorrect merchandise needs to be returned, reasonable return shipping costs will be covered by us.
8. Return Exceptions
Unless otherwise required by applicable law, the following types of merchandise may not qualify for an ordinary return:
Products that have been materially used, worn, washed, or altered.
Personalized, customized, or made-to-order products.
Gift cards.
Opened hygiene-sensitive or personal-care merchandise that cannot safely be resold.
Products damaged after delivery because of misuse or improper handling.
Items clearly identified as Final Sale or non-returnable before checkout, where legally permitted.
These exclusions do not prevent customers from contacting Urban Aura regarding products that arrived damaged, defective, or incorrectly supplied.
9. Exchange Requests
If you would prefer another eligible product, size, style, color, or variation, please contact our customer support team.
Exchanges are dependent on available inventory and cannot be guaranteed.
When a direct exchange is unavailable, the original qualifying merchandise may be returned for a refund, after which you can place a new order for the preferred product.
10. Shipping an Authorized Return
Once your return has been approved, follow the shipping instructions provided by Urban Aura.
Please package the merchandise securely to help prevent damage during transportation.
When you are responsible for return shipping, we recommend using a trackable carrier service and retaining your shipping receipt until your return is finalized.
Urban Aura cannot guarantee reimbursement for customer-arranged return packages that are lost before reaching the designated return location.
11. Review and Approval of Returns
After receiving an authorized return, we will review the merchandise before issuing a refund.
Our assessment may consider:
The item's overall condition.
Evidence of use, alteration, or customer-caused damage.
Original packaging, accessories, and components where applicable.
Whether the returned merchandise corresponds with the original order.
Whether the return request was submitted within the applicable timeframe.
We will notify you when the review has been completed.
12. How Refunds Are Issued
If your return is approved, the eligible refund will normally be issued to the original payment method used to complete your purchase.
After Urban Aura submits a refund, your financial institution may require additional time to process and post the transaction.
Processing periods vary between banks, card issuers, and payment providers and are outside our direct control.
13. Original and Return Shipping Fees
For eligible returns based on a customer's change of mind or incorrect product selection, original shipping charges and customer-paid return shipping expenses are generally non-refundable.
When merchandise is returned because of a verified defect, shipping damage, or fulfillment error by Urban Aura, reasonable shipping expenses will be addressed according to the circumstances.
Applicable consumer protection requirements will take precedence where they require different treatment.
14. Canceling or Changing an Order
If you need to cancel or modify an order, please email NatalieUrban1990@threadurbanmadison.com as soon as possible.
We will make reasonable efforts to accommodate requests received before fulfillment begins. However, once an order has been processed, packed, or shipped, cancellation or modification may no longer be possible.
If the package has already shipped, you may request an eligible return after delivery.
15. Consumer Protection Rights
This Return & Refund Policy describes Urban Aura's standard procedures. Nothing in this policy is intended to waive, limit, or exclude consumer rights or remedies that cannot legally be waived under applicable United States federal, state, or local law.
Where mandatory consumer protection requirements provide additional or different rights, those legal requirements will govern.
16. Contact Urban Aura
For return requests, refund questions, exchanges, damaged merchandise, incorrect orders, or other assistance, please contact:
Urban Aura
Address: 516 Galileo Drive, Rostraver Township, PA 15012, United States
Phone: +1 (412) 973-6626
Email: NatalieUrban1990@threadurbanmadison.com
When contacting us regarding an existing purchase, please include your order number and the email address associated with your order so we can assist you efficiently.