Refund policy

RETURNS

Security tag

From 1 January 2020, white numbered security tags bearing the Urbanstar logo are affixed to shipped products (except for certain marked products). These security tags constitute a guarantee seal that the customer will find on every product received. Once the security tag has been removed, the product will be considered worn and therefore not compliant with the return conditions established by Urbanstar’s terms and conditions. If the customer returns the product without the security tag or with a tampered security tag, even within the deadlines established by the return conditions, Urbanstar reserves the right to withhold 10% of the total amount to be refunded to the customer. Furthermore, returned products must not be worn or washed, and the tags must be intact. URBANSTAROMA.COM reserves the right to verify the condition of the product upon return. Products that are visibly dirty and/or used to such an extent that they are no longer saleable will be sent back to the customer.

Pursuant to Legislative Decree 206/2005, the consumer has the right to withdraw from the contract without penalty and without giving any explanation for a period of fourteen days from the day on which they receive the products. The maximum timeframe for the refund is 14 calendar days. As provided for by the Consumer Code, Article 56 (https://www.codicedelconsumo.it/parte-iii-artt-33-101/)., the refund issued is equal to the total amount paid, including, where applicable, the shipping costs incurred for the initial order; In the event of a partial return, if the customer paid the shipping costs, these will not be refunded. 

The Right of Withdrawal is exercised by submitting, within the prescribed period, the relevant form integrated into the return request. There is no right of withdrawal from the contract in the case of the supply of goods made to measure or clearly personalised (in terms of colour, size, fabric...) or which, by their nature, cannot be returned or are liable to deteriorate or alter rapidly.

If delivery of the goods has taken place, the customer may return them within the same period of fourteen working days starting from the date on which the goods were received. Returned products must be intact and in their original packaging. All footwear and accessories must be returned together with their original box, which is considered in every respect an integral part of the product itself and must not have been damaged and/or altered in any way, nor used as the sole external packaging, under penalty of a deduction of between 10% and 30% from the refund amount depending on the type of damage caused. Returns must be shipped inside the box in which the order arrived or in a box suitable for shipping.  Products that are visibly dirty and/or used to such an extent that they are no longer saleable will be sent back to the customer.

Italy

Returns in Italy are always guaranteed for any order within 15 days of package delivery. Return costs are borne by the customer and are calculated when the request is submitted through the relevant portal. For remote areas and minor islands, additional return costs may be withheld from the refund for shipping rates priced at >25€. If the right of withdrawal is exercised in accordance with the provisions set out above, our company is required to refund the amounts paid by the customer. The refund will be issued free of charge, as soon as possible and, in any event, after the date on which the goods are received.

Whether the purchase was made with courier delivery or free in-store collection, returns in-store are always possible. In the event of an in-store return, the refund will always and in any event be made through the same payment method used for the original transaction; it will not be possible under any circumstances to return the amount due in cash at the time of the return.

 

Europe and non-EU countries

In Europe and for non-EU countries, returns are always guaranteed for any order within 15 days of package delivery. The costs of returning the goods to the sender are borne by the consumer and are calculated when the request is submitted through the relevant portal. If the right of withdrawal is exercised in accordance with the provisions set out above, our company is required to refund the amounts paid by the customer. The refund will be issued free of charge, as soon as possible and, in any event, after the date on which the goods are received.

Whether the purchase was made with courier delivery or free in-store collection, returns in-store are always possible. In the event of an in-store return, the refund will always and in any event be made through the same payment method used for the original transaction; it will not be possible under any circumstances to return the amount due in cash at the time of the return.

If the customer refuses to accept a package at the destination customs office, Urbanstar will arrange for the shipment to be returned and may proceed with the refund net of the round-trip shipping costs and any customs duties and charges.

Packages originating from non-European countries that require payment of customs duties and import VAT will be subject to additional costs to be deducted from the refund amount.

 

Refunds

Once the package has arrived at the designated facility, the return will be processed within 24-48h .The refund will be issued after the items have been verified as compliant with the refund conditions. If the returned items show no signs of wear and are not defective and/or worn, Urbanstar SAS will immediately refund the goods using the same payment method used for the original transaction. If the Customer receives defective goods, or if errors occur in shipments by URBANSTAROMA.COM, the same instructions set out above must be followed. URBANSTAROMA.COM reserves the right to request photographic evidence before authorising returns for defective goods and to bear the shipping costs for returning the goods to its premises. URBANSTAROMA.COM also reserves the right to refuse unauthorised returns or returns that otherwise do not comply with all the prescribed conditions. In such cases, the goods will be returned to the sender at the original shipping address. The monetary refund via the same payment method may take effect 2/3 working days after authorisation (to be verified with the customer’s bank).

 

In the event that a package is held, if it is not collected from the parcel shop or if no prompt response is provided to our requests, UrbanStar will initiate the procedure for returning the package. The storage and return shipping costs will be charged to the customer.

 

 Refunds of initial shipping costs 

In accordance with Article 56 of the Consumer Code, Urbanstar refunds the amount paid for the products and, where applicable, the shipping costs incurred for the initial dispatch of the order. However, the following limitations apply:

1. Countries with Standard service (Mondial Relay / InPost): For shipments destined for Italy, Spain, Portugal, France, Poland and Benelux (Belgium, the Netherlands, Luxembourg), where Mondial Relay or InPost couriers represent the standard service, the initial shipping costs will NOT be refunded in full if the customer selected the UPS courier (or another Express/Premium service) at the time of purchase, but only up to the value of the standard shipping costs.

2. Other Countries: For all remaining countries not mentioned in the preceding point, the initial shipping costs will be refunded.

3. Partial Returns: In the event of a partial return (return of only some items from a multiple-item order), the initial shipping costs will not be refunded under any circumstances.