Refund policy

Return & Refund Policy

Effective Date: August 17, 2026

We want you to be happy with your Urban Source order. Please read the details below carefully, as our return process works a little differently depending on when an issue is noticed.

1. At the Time of Delivery

Please inspect your item(s) at the moment of delivery, before accepting the parcel. If the item is damaged, incorrect, or not as described, you may:

Refuse the delivery on the spot, or
Report the issue to us immediately (within the same day) via phone/WhatsApp or email.

Returns are primarily accepted at the point of delivery. Once a parcel has been accepted and the courier has left, it becomes significantly harder for us to process a return, so please check your item before accepting it.

2. After Delivery — Exchanges

If you've accepted your order and later find an issue with fit or simply want a different size, an exchange may be possible, subject to the following conditions:

The item must be unused, unworn, and in its original condition, with all tags attached and original packaging intact.
The exchange request must be made promptly after delivery.
The customer is responsible for the delivery charge(s) associated with the exchange (returning the original item and/or receiving the replacement).
Exchanges are subject to size/stock availability at the time of the request.

To request an exchange, contact us with your order number and details of the issue — see the contact information below.

3. Refunds

We do not offer refunds for change-of-mind, incorrect size selection, or similar customer-side reasons — exchanges (per Section 2) are offered instead in these cases.

Refunds are only issued when the fault is on our end — for example, if you received the wrong item, a defective product, or an item significantly different from what was ordered and confirmed at delivery inspection. In such cases, please contact us as soon as possible so we can make it right.

4. Condition Requirements

To be eligible for an exchange, items must be:

Unworn, unwashed, and unused
In original condition with all tags and packaging intact
Free of stains, odors, or signs of wear

Items that do not meet these conditions may not be eligible for exchange.

5. Non-Returnable Items

Certain items — such as those marked as Final Sale, clearance, or limited/special edition drops — may not be eligible for return or exchange. Any such restriction will be noted on the product page at the time of purchase.