Return Policy

 

Capitalized terms used but not defined in this Return Policy have the meanings given to them in our Terms of Service, Shipping Policy, and Warranty Policy.

Order Cancellations

To cancel your order, please place a request within 24 hours of purchase at service@urbanfallsco.com. We are trying to process your order as quickly as possible and therefore, if the order has already been shipped within the 24 hours window, we will not be able to cancel your order. In such cases, please request a return instead. We will issue a refund after we receive and inspect the product.

 

Returns

Thank you for choosing URBAN FALLS. It's important to us that all of our customers are fully satisfied with their purchase. In order to achieve this goal, every URBAN FALLS purchase comes with a 60-day home-use trial (“Trial Period”) that starts on the day your order is delivered. Feel free to use the product as intended and decide whether it suits your needs. If within those 60 days you determine it is not the right fit for you, simply email us at service@urbanfallsco.com to start a straightforward, no-hassle return. We will cover the standard return shipping fee.

Damaged on Arrival: In case your order is Damaged on Arrival, as defined in our [Shipping Policy], you are eligible for a no-cost replacement. You must notify us within seven (7) calendar days of delivery. Please refer to our [Shipping Policy].

For other types of damages, faults, malfunctions, etc. please see our [Warranty Policy].

Guidelines and Caveats

To start a return, email our support team within the Trial Period with your proof of purchase. Once the request meets these return terms, we will send a confirmation email and a prepaid shipping label. Returns shipped without this authorization or outside these guidelines may be declined. Please mail the package within 14 calendar days of receiving the label; after that window the authorization will expire and a new request, still within the 60-day Trial Period, will be required.

Returned items must arrive clean, fully functional, and include all original packaging, manuals, and accessories. Products showing alterations, missing components, or excessive wear beyond normal use during the Trial Period may be subject to a partial refund or declined at URBAN FALLS’s sole discretion.

Once your return is delivered to our warehouse, please allow 9–14 business days for inspection and processing. Approved refunds are credited to the original payment method. Your bank or card issuer may require additional time to post the funds. Please keep the shipment’s tracking number for your records, as URBAN FALLS cannot be held responsible for parcels that are lost while in transit to our facility.

At this time URBAN FALLS does not process direct exchanges. Please contact us if you have any specific issues.

Products bought from third-party retailers must be returned to the original seller under its policies.

Potential fraud or abuse of this policy, including excessive or unreasonable returns, may result in the rejection of future transactions or returns.

URBAN FALLS may amend these terms at any time.

 

Have questions?

Reach out at service@urbanfallsco.com and we will get back to you shortly.