Return and Refund Policy

Return & Refund Policy

Our return and refund policy is valid for 30 days. You have 30 days to return your product(s) after you've received it. Once 30 days have passed, we unfortunately cannot accept your return(s) anymore.

To be eligible for a return, your item must be unused, in its original condition, and still in its original packaging. Liquids or opened beauty products cannot be returned.

How to return an item

To begin the return process, please contact our customer service team at support@urban-maple.com with the following information:

  • Your order number
  • The name on the order
  • Your shipping address

Once your return request is approved, we will send you detailed instructions and a return form. You must include this form in the package.

Important: You must contact us before returning an item, as the return address may differ from the sender’s address.

Return Address

Name: Lane 1177, Jianlan Road, Meixu Street Dayone Warehouse, Yinzhou Qu
City: Ningbo Shi
Province: Zhe Jiang Sheng
Country: China
Postal Code: 315000

Change of Mind Returns

If you change your mind, you can return the item within 30 days. The product must be unused and in its original packaging. Customers are responsible for return shipping costs. We recommend using tracked shipping, as we are not liable for lost returns.

Refunds

Once your return is received and inspected, we will confirm the refund eligibility. If approved:

  • A refund will be issued to your original payment method within 5 business days
  • Most banks process refunds within 3–5 business days
  • You must provide the return tracking number to initiate refund processing

Late or Missing Refunds

If you haven’t received your refund:

  • Double-check your bank account
  • Contact your payment provider
  • If the refund still hasn’t arrived, please contact us at support@urban-maple.com

Damaged, Defective, or Wrong Products

If your product arrives damaged or incorrect, please contact us within 30 days of receipt.

  1. Email us with photos/videos clearly showing the issue
  2. Our team will validate the issue
  3. If approved, we will send you a replacement free of charge and cover return shipping
  4. You will receive tracking details for the replacement shipment

Exchanges

We don’t offer direct exchanges. Please return your item and place a new order. However, we do offer free replacements in the following cases:

1. Size Issues

  1. Email support@urban-maple.com with your order number and desired size
  2. Complete the exchange form we send
  3. Return the item with the form using tracked shipping
  4. We’ll ship the correct size at no extra cost

2. Defective Products

  1. Email us with photos/videos and a description of the problem
  2. Once approved, we’ll send a replacement free of charge

Cancellations

Once an order has been placed, it is not possible to cancel. Please review your order carefully before completing your purchase.

Return Label

Customers are responsible for arranging and paying for their own return labels. We do not provide prepaid return shipping unless the product is defective or incorrect.

Restocking Fee

We do not charge restocking fees. Provided the return meets the requirements, the full amount will be refunded.

Contact Us

Shop name: Urban Maple
Business: Urban Maple is operated by New Global Vision - FZCO, a company registered in the United Arab Emirates.

Correspondence address: IFZA Business Park, DDP, Building A1, Premises number 36600-001, Dubai Silicon Oasis, Dubai, 00000, United Arab Emirates

E-mail: support@urban-maple.com
Telephone: +1 416-555-0135

Customer service opening hours:
Mon-Fri: 09:00 - 21:00
Sun-Sun: 09:00 - 18:00