Refund policy

Last updated: 14 October 2026

We want you to love your Urbaneo Style gear. This policy explains what we'll do if something isn't right. Nothing in this policy limits your rights under the consumer laws of your country. Where the law gives you more protection than this policy, the law wins.

The short version

Faulty, misprinted, damaged or wrong item? We'll replace it or refund you for free. Just email us a photo within about 30 days of delivery.
Changed your mind? Because every item is printed to order just for you, we don't generally accept change-of-mind returns where the law allows this. Customers in the EU (including Germany) and the UK have a 14-day right to cancel. See below.
Want to cancel? Email us fast. We can usually cancel within 12 hours of ordering, before production starts.

Faulty, misprinted, damaged or incorrect items

If your item arrives with a printing defect, damage, a manufacturing fault, or it's the wrong product, size or design compared with what you ordered:

Email hello@urbaneo.club with your order number, a short description and clear photos of the problem (and of the label/packaging if relevant).
Please contact us within 30 days of delivery so we can sort it quickly with our production partner. If you find a fault later, still get in touch. Your legal rights may last longer than 30 days.
We'll offer a free replacement or a full refund (including the original shipping cost for that item). In most cases you won't need to send the faulty item back. If we do need it back, we'll give you instructions and cover the return cost.

Small variations in print placement (about ±2.5 cm) and slight colour differences between screens and real fabric are normal for print-on-demand and aren't considered faults. See "Colour and print variance" in our Terms of Service. If you're unhappy, though, please talk to us anyway. We'll always be fair.

Change of mind and size exchanges

Our tees and hoodies are made to order, so where the law allows, we don't accept returns or exchanges because you've changed your mind or ordered the wrong size. Please check the size guide on each product page before ordering. If you're between sizes or unsure, email us and we're happy to help.

Where the law in your country gives you a right to return or exchange (see below), we'll of course honour it.

EU and Germany: 14-day right of withdrawal

If you're a consumer in the European Union (including Germany), you have the right to withdraw from your purchase within 14 days without giving a reason. Our standard designs aren't personalised for you, so this right applies to them.

Withdrawal period: 14 days from the day you (or someone you nominate, other than the carrier) receive the goods. For an order delivered in several parcels, it's 14 days from receiving the last one.
How to withdraw: send us a clear statement (for example by email to hello@urbaneo.club) saying you're withdrawing from the contract. You can use the model withdrawal form below, but you don't have to. It's enough to send your statement before the 14 days end.
Returning the goods: send the goods back without undue delay and within 14 days of telling us. We'll email you the return address. You pay the direct cost of returning the goods.
Refund: we'll refund all payments received from you, including standard delivery costs (but not extra costs if you chose a more expensive delivery method than our cheapest standard option), within 14 days of receiving your withdrawal notice. We may hold back the refund until we've received the goods back or you've shown proof you've sent them, whichever is earlier. We'll refund using the same payment method you used.
Condition: you're only liable for any loss in value caused by handling the goods beyond what's needed to check their nature, characteristics and how they work (for example, wearing or washing them).

Model withdrawal form (complete and return only if you wish to withdraw):

To: Urbaneo Style, hello@urbaneo.club I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*): Ordered on (*) / received on (*): Name of consumer(s): Address of consumer(s): Signature of consumer(s) (only if this form is notified on paper): Date: (*) Delete as appropriate.

Truly personalised items made to your own specification (for example custom text or your own artwork, if we ever offer them) are excluded from the right of withdrawal, as the law allows.

United Kingdom: Consumer Contracts Regulations and Consumer Rights Act

If you're a consumer in the UK, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel an online order within 14 days of receiving your goods, and then return them within a further 14 days. This works the same way as the EU process above: email us, and we'll send return instructions. You pay the return postage unless the item is faulty. We'll refund within 14 days of receiving the goods (or proof of return).

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they aren't, you're entitled to a repair, replacement or refund.

New Zealand: Consumer Guarantees Act and Fair Trading Act

If you're a consumer in New Zealand, our products come with guarantees under the Consumer Guarantees Act 1993 that can't be excluded. Goods must be of acceptable quality, fit for purpose, match their description, and be reasonably priced. If an item fails a guarantee, you're entitled to a remedy: a repair, replacement or refund, depending on how serious the problem is. We also comply with the Fair Trading Act 1986 and won't mislead you about our products, prices or your rights. Change-of-mind returns aren't a legal right in New Zealand, which is why we don't offer them for made-to-order items.

Australia: Australian Consumer Law

Our goods come with guarantees that can't be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You're also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure doesn't amount to a major failure.

United States, Canada and Mexico

United States and Canada: your state, provincial or territorial consumer protection laws (including any implied warranties that can't be excluded) still apply. Faulty, damaged or incorrect items are covered as described above.
Mexico: if you're a consumer in Mexico, you have the rights given by the Ley Federal de Protección al Consumidor, and you can contact the Procuraduría Federal del Consumidor (PROFECO) if you have a complaint we haven't resolved.

Order cancellations

Production starts quickly. If you need to cancel or change an order, email hello@urbaneo.club as soon as possible. We can usually cancel and fully refund an order within 12 hours of it being placed, and sometimes up to 24 hours, as long as it hasn't gone into production. Once an order is in production we can't cancel it, but your legal rights above (such as the EU/UK 14-day right) still apply.

Lost or undeliverable parcels and wrong addresses

See our Shipping Policy for what happens if a parcel is lost, delayed, returned as undeliverable, or sent to an incorrect address.

How to start a return or claim

Email hello@urbaneo.club with your order number and what's happened (with photos for faulty or damaged items).
We'll reply, usually within 1–2 business days, with next steps.
Please don't post items back without contacting us first. We don't have a single returns address, and items sent without instructions may get lost. If a return is needed, we'll email you the correct return address and instructions.

Refunds

Once a refund is approved, it'll go back to your original payment method. Your bank or card provider may take 5–10 business days to process it. Bundle discounts: if you return part of a discounted bundle, the refund is based on the price you actually paid for that item.