Refund policy

Since each piece is made to order, we are unable to offer size or color exchanges. Kindly check size chart before ordering. Our sweatshirts are oversized, casual fit so if you need a snug fitting shirt please order one size smaller.

Returns

At Urban Gen Clothing, we strive to provide you with high-quality products that meet your expectations. While we do not accept returns, we are committed to ensuring your satisfaction. In the unfortunate event that you receive a defected or damaged product, we offer a refund for the purchase amount.

To be eligible for a refund:

Damage Notification: Please contact our customer support team within 14 days of receiving the damaged item. You can reach us at support@urban-gen-clothing.com. We may require you to provide supporting evidence, such as photographs, to assess the damage.

Verification and Approval: Our team will review the provided information and determine if the damage is eligible for a refund. Once approved, we will initiate the refund process.

Refund Process: If your refund is approved, we will process the refund within 7 days to the original method of payment used during the purchase. Please note that the refund may take additional time to reflect in your account depending on your payment provider's policies.

We recommend carefully reviewing the product upon delivery and contacting us immediately if you notice any damage. Our team is dedicated to ensure your satisfaction and will work with you to resolve any issues.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded within 7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at support@urban-gen-clothing.com.