Returns and Refund Policy

UNURBAN is committed to product excellence. We recognize that requirements may change post-purchase and offer the following guidelines to ensure a seamless exchange or return process.

1. Domestic Returns (United Arab Emirates)

All domestic returns are subject to the following criteria:

Eligibility Window
Return requests must be initiated within 7 calendar days of the transaction date.

Product Condition
Items must be returned in their original, pristine condition, including all original packaging, accessories, manuals, and documentation (Order Confirmation, Delivery Note, and Invoice).

Audio Products
For hygiene and software integrity reasons, audio equipment must remain factory sealed.

Inspection
All returns undergo a rigorous inspection by a UNURBAN representative. We reserve the right to refuse returns for items that are used, damaged, or missing original components.

Returns Due to Change of Mind

Deduction Fee
Online purchases paid via credit or debit card, or bank transfer, are subject to a 3.5 percent processing fee, which will be deducted from the total refund amount.

Logistics
Original shipping charges are non-refundable. Customers are responsible for arranging and funding the return collection.

Exclusions
Delivery fees for orders below AED 500 are non-refundable.

2. International Returns

International returns are categorized by the nature of the request:

* Note: UNURBAN must be notified before the return of faulty goods in order to provide a prepaid service. Unauthorized shipping costs will not be reimbursed.

Global Responsibility
The customer retains liability for the goods until they are successfully delivered to our facility in Dubai, UAE.

Processing Time
International shipments may take 5 to 22 days to arrive. Once approved, refunds are processed within 5 to 7 business days.

3. Non-Refundable and Non-Exchangeable Items

The following products and services are strictly excluded from our return policy:

• Completed services, including labor, delivery, and installation

• Items damaged through misuse or missing original accessories

• Open-box, pre-owned, or as-is products

• Clearance or special offer inventory

• Personalized or etched merchandise, including custom engravings or stickers

4. Warranty and Technical Inspection

Warranty Exclusions
Coverage is void if defects result from improper storage, physical impact such as dropping or shocks, corrosion, or exposure to water and sand.

Clearance Items
Products purchased under clearance or special promotions are sold as-is and are not eligible for warranty.

Validation
All warranty claims are subject to a technical assessment to determine the root cause of the defect.

5. Refund Procedures

Payment Reversal
Approved refunds for online or card transactions are typically credited within 14 business days, subject to your financial institution’s processing timelines.

Cash on Delivery (COD)
Refunds for COD transactions are issued via bank transfer. Customers must provide valid IBAN and banking details to facilitate the transfer.

Damaged Deliveries
If a parcel arrives with visible external damage, please refuse delivery and contact our support team immediately at info@unurban.ae.