Refund policy

NEW RETURNS AND EXCHANGES
Store credit only; returns within 20 days; gift cards valid 5 years; sale items final.

We have a 20-day return policy, which means you have 20 days after receiving your item to request a return. Contact us immediately before returning to allow time for processing.

All returns must provide proof of purchase. Your item must be in the same condition you received it, unworn, unused, with tags, and in its original packaging.
To start a return, you can contact us at product@urbanpenthouse.design.  You will be given instructions on how and where to send the package. Customer pays for return shipping; store credit issued to offset this cost. We cover partial costs for all outgoing shipping. Items sent back to us without first requesting a return will not be accepted. 

Exchanges
Return the product. Once the return is accepted, received and processed. In exchange a store credit is issued toward your next purchase. Carefully review each product page for a full description. This is the best way to know you're getting what is being offered.

You can always contact us for any additional questions at product@urbanpenthouse.design.

GIFT CARDS

Gift cards are valid for 5 years from the date of issue. We’ll send a reminder 30 days before expiration if any balance remains. You must respond to the notice so we can issue a new gift card for the remaining balance. Expired gift card balances will not be honored if you do not respond to our notice.

NOTE: Taxes may be applied to purchases made by a customer using the gift card if the products are subject to taxes (applied at checkout).

 Any questions regarding gift cards usage contact product@urbanpenthouse.design.

 SALES AND DISCOUNTS

ALL sales and discounted items are final and non refundable.  We do not accept returns on sale items or gift cards. Sale items may not be combined with any other promotion, discounts, discount codes, or coupons.

REFUND & DAMAGES 

Damages and issues
Please inspect your order upon receipt. Contact us immediately if the item is defective or damaged at product@urbanpenthouse.design.  

We can evaluate the issue and make it right. If your package was damaged in shipping. We ask you to send photo proof of the damaged package. This will help us hold the carrier accountable for the damages.

Refunds on Damaged 
We will notify you once we’ve received and inspected your return (for artistic and material defects). Upon approval, you’ll be automatically refunded on your original payment method. We will alert you once we've processed the refund on our end. Refunds are processed within 7–10 business days after receipt.

Please remember it can take some time for your bank or credit card company to process and post your refund.

Exceptions / non-returnable items
Certain items cannot be returned, like custom products "Pre-orders" which take 4-5 weeks once order is placed. Other non-returnable products are special orders, personalized items, or made to order, and products already worn or used. Please get in touch if you have questions or concerns about a specific product: product@urbanpenthouse.design.  

 *For lost or stolen packages, keep in mind selected courier service insures limited coverage*

Last updated: 10.29.2025