Returns and Refunds
In the unlikely case that you are dissatisfied with your purchase, we offer a full refund within 30 days of purchase.
Our satisfaction guarantee is active for 30 days post delivery. If more than 30 days have passed since the delivery date, unfortunately we cannot offer you a refund.
For returns, please email email@example.com with the subject 'Returns' and include your order number, name, and the reason for the return.
*Disclaimer: Returns and refunds are not applicable for orders for which the VAT/DUTY charges are not paid.
The customer gets a confirmation email about the refund status when the returned item is received and inspected. If the refund is approved, it will be processed, and a credit will automatically be applied to the customer's credit card or original payment method shortly after.
- Products must be returned within 30 days of receiving your order.
- Please note that in order to receive a full refund, all items must be returned to us in the same condition in which you received, with their original packaging. If an item is returned to us damaged, we won't be able to give you a refund. All items are inspected on return.
- Return shipping costs are not covered by TheUrbanNarrative™ for change of mind refund items.
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, and in its original packaging. You’ll also need the receipt, invoice, or proof of purchase.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom orders or personalized items. Unfortunately, we cannot accept returns on sale items or gift cards, however they may be reissued to another recipient at your request.
Please note all our paintings are unique and hand painted. As they are not machine printed they will naturally slightly differ. Our artists take pride and maximum care in each of their paintings and refunds will not be available for slight variations.
The 30 days return time doesn't cover damaged products. All damaged products must be addressed within 48 hours of delivery of the package.
When will I get my refund?
Refunds will be actioned within 7 days from the date we receive your order back to our warehouse. Please note it can take up to an additional 5 days for your refund to appear in your account once processed - this is subject to your bank.
We only offer refunds onto the original payment method used to make the order.
Use of our gift cards can be redeemed only at TheUrbanNarrative.com. Please treat this card like cash, this card cannot be exchanged for cash, check, or credit.
At The Urban Narrative we understand that sometimes things can get lost or misplaced. That's why we offer a gift card replacement guarantee to ensure that your recipient can always enjoy their gift. If your gift card is lost or stolen, simply contact us with evidence of purchase and we will recover the remaining value and issue a new gift card code to you at no additional cost.