ELIGIBILITY • COLLECTION • ASSESSMENT • OUTCOME
Clear customer process
Urbanovellix provides a thirty-day return window for footwear delivered damaged or different from the product ordered. This policy explains eligibility, collection, assessment, exchanges, and refunds for customers in Singapore. It should be read with our Terms and Conditions, Shipping Policy, and Privacy Policy. Nothing in this policy limits rights that cannot lawfully be limited.
The return window begins on the calendar day the order is delivered and ends 30 calendar days later. Customers should contact Urbanovellix within that period. Requests received after the window may be declined unless Singapore law requires another outcome.
A return may be requested when the delivered product was damaged upon arrival or when Urbanovellix supplied a product different from the item ordered. An incorrect product may involve the wrong model, color, or size compared with the accepted order record.
Returns are not offered because a customer changes their mind, no longer prefers the style, selects an unsuitable size, or decides the product is unnecessary. Customers should review descriptions, images, and size information before ordering.
This limitation remains subject to mandatory rights under the Sale of Goods Act 1979, including applicable implied terms relating to title, description, satisfactory quality, and fitness for purpose.
The Consumer Protection (Fair Trading) Act 2003 applies to consumer transactions and protects customers against specified unfair practices. Urbanovellix will not use this policy to avoid responsibility for goods that do not correspond with an applicable description or another legal requirement.
Email laceup@urbanovellix.com before the return window closes. Include the order reference, customer name, delivery address, contact number, and a concise explanation of the issue. Clear photographs of the product, packaging, label, or visible damage may help us understand the request and arrange collection.
Electronic return communications and records are handled consistently with the Electronic Transactions Act 2010. Urbanovellix may contact the customer for missing information reasonably needed to evaluate eligibility or schedule collection.
When a request appears eligible, Urbanovellix will arrange collection from the original Singapore delivery address. Collection carries no charge, and no restocking fee applies. The customer must provide reasonable access and ensure an available contact person is present at the arranged time.
Keep the footwear, included accessories, labels, and available packaging together. Reasonable handling required to view the product or identify the reported problem will not alone invalidate a claim. Damage caused after delivery, avoidable misuse, alteration, or unrelated wear may affect eligibility when it prevents Urbanovellix from confirming the reported delivery issue.
After the returned product reaches Urbanovellix, we use 24 hours to assess it. We may compare the item with the order record, customer photographs, product listing, labels, packaging, and reported concern. The purpose is to determine whether the product arrived damaged or whether an incorrect product was delivered.
Urbanovellix communicates each outcome clearly through the customer’s supplied contact details.
If the return is accepted and the same product is available, Urbanovellix will arrange an exchange. The replacement will match the accepted order, subject to stock availability. The customer will not be charged for accepted return collection, restocking, or delivery of the replacement.
If the same product is out of stock, Urbanovellix will provide a refund instead. We will not require the customer to accept an unrelated substitute. Any alternative product arrangement requires the customer’s agreement.
An accepted refund is processed by bank transfer after the 24-hour assessment. Urbanovellix will request the banking information reasonably necessary to issue the transfer. Customers must provide accurate details through the communication method we specify.
After Urbanovellix processes the transfer, the customer’s banking provider may take up to seven business days to reflect the funds in the receiving account. Timing can vary by provider. Customers may email laceup@urbanovellix.com if the transfer has not appeared after that period.
Refund information is used only for administering the payment, maintaining necessary records, addressing disputes, and meeting legal duties. Personal data is handled under the Personal Data Protection Act 2012, together with our Privacy Policy.
This policy is interpreted consistently with the Consumer Protection (Fair Trading) Act 2003 and the Unfair Contract Terms Act 1977. No clause excludes liability or restricts a customer right where doing so is prohibited by Singapore law.
