UrbanStems treats purchases as final and nonrefundable, with one exception: damaged products are eligible for replacement or refund if you report the damage within 3 days of shipment. You must either return the damaged item by mail or provide a photograph of the damage.
How returns work
Returns are available only for damaged products. You may return a damaged item by mail, or you may provide a photograph of the damage instead and skip the return shipment. In either case, you must report the damage to UrbanStems within 3 days of the shipment date to be eligible.
Exclusions and restrictions
All purchases are final and nonrefundable except for damaged products. Prepaid subscriptions and gift subscriptions cannot be cancelled or refunded under any circumstances. UrbanStems does not accept product exchanges; only replacements of damaged items are available.
Refunds
When you report damage within 3 days and meet the return requirements, UrbanStems will either send you a replacement product or issue a refund to your original payment method. Refunds go back to the card (credit or debit) or PayPal account you used to make the purchase.
Frequently asked questions
How long do I have to return a damaged product?
You must report the damage within 3 days of the shipment date. Once you report it, you can either mail the damaged product back or submit a photograph of the damage instead.
Can I return a product that is not damaged?
No. UrbanStems states that purchases are final and nonrefundable except for damaged products. Standard returns are not accepted.
What happens after I report damage and return the product?
UrbanStems will send you a replacement product or issue a refund to your original payment method, whichever you prefer.
Can I return a prepaid subscription?
No. Prepaid subscriptions are one-time transactions and cannot be cancelled or refunded.
Can I return a gift subscription?
No. Gift subscriptions are one-time transactions and cannot be cancelled or refunded.
Does UrbanStems offer exchanges?
UrbanStems does not accept product exchanges. If you have a damaged product, you may receive a replacement or a refund, but you cannot exchange a product for a different one.
How will I receive my refund?
Refunds are issued to your original payment method. If you paid with a credit card or debit card, the refund goes back to that card. If you paid with PayPal, the refund goes to your PayPal account.