Returns, Exchanges and Cancellations
Urban Cali understand that sometimes life and situations change. If you change your mind, or are not entirely satisfied, please contact us within 5 business days of delivery to arrange a return or exchange of your product(s).
All returned or exchanged product(s) must be in resalable condition (unassembled), including all the original packaging, instructions, and hardware.
How do I request a return?
Send us an email to firstname.lastname@example.org within 5 business days of delivery. Please include your order number, the date your order was delivered, and why you wish to return or exchange your order.
Your request will be reviewed by a customer service representative within 72 hours. We will look into the return shipping options and send you an email quoting you the return shipping costs.
You will then have 5 business days to review and respond to the email to confirm you accept the return shipping costs. If we do not receive a response within 5 business days your order will be closed as delivered.
How much will it cost for my return?
The return costs vary depending on where you are located and what you have ordered. We will send you an email with the return shipping costs and your refund minus all return shipping fees. We will need you to respond to the email to confirm you accept the costs before we can proceed with arranging the return shipping.
For more information including an estimated return shipping cost, please contact us.
My order is damaged and I want to return it, how do I do this?
Under our claims policy, we will cover the damages that occur in shipping or any manufacturer defects discovered upon delivery. See our comprehensive claims policy for more details. Claims and Warranty
If you do not wish to proceed under the claims policy, it will fall under the returns policy and your refund will be subject to return shipping fees. This includes manufacturer defects. We will work with you to have the defective pieces replaced or discounted to keep make right.
If I have put together my product, can I still return it?
In situations where an order has been assembled we will require details and pictures in order for us to determine whether or not we will be able to accept a return. This is not guaranteed, and Urban Cali reserves the right to decline a return request.
Can I exchange my order for something else?
Yes, except for products that are sold as a final sale. Exchanges must be for an item of equal or greater value and our customer is only responsible for 50% of the return shipping costs.
The original item must still be new and in resalable condition and needs to arrive at our warehouse for inspection before the new item can ship to you.
When would I receive my refund?
We will inspect the returned product within 72 hours of receiving the merchandise into our warehouse, to ensure that the furniture is in like-new condition. We will then process your request and issue a credit to your credit card or PayPal account within seven days. Depending on your card issuer's policies, it may take up to 5 business days after we issue your refund for the credit to appear on your statement.
What do I do when my return request has been approved?
You will need to make sure all the pieces are in boxes, including hardware and instructions, and that it is taped up well. The delivery company will contact you to arrange to pick up the boxes. You may need to print out a shipping label that we will email you and you may need to assist the driver load the boxes on the truck.
My order hasn’t shipped out, can I cancel it?
You can cancel your order at any time prior to shipping with no charges. Please be aware, that in some cases your order may have already shipped and we have not been notified of it yet. If you do wish to cancel your order, we must be advised as soon as possible.
Are there any cancellation fees?
No, we do not have any cancellation fees as long as your order has not been picked up by a shipping carrier. If it has shipped and you wish to cancel the order it will be considered a return and subject to return shipping costs.
Are there items that can not be cancelled?
Yes, we can not accept cancellations on the following:
- Orders that have been shipped out.
- Items that are sold "as is."
Please note that most of our products ship in 1 - 4 business days.
- Product damaged by the customer is not eligible for returns or exchanges.
- Items sold "as is" are not eligible to be returned or exchanged.
This policy supersedes any verbal communication between Urban Cali, and you, the customer. Any amendments to this agreement must be made in writing and be clearly indicated as amendments to this specific agreement.
If you have any questions, please contact us.