Refund Policy

Refund Policy - urbanwharf

This refund policy outlines the terms and conditions for requesting refunds on space-saving storage products (including drawer organizers, wall-mounted shelves, under-bed storage, modular cabinets, storage bins, and related accessories) purchased from urbanwharf (the "Site"). By placing an order on the Site, you agree to comply with this policy, as well as our Terms of Purchase and Privacy Policy.

1. Eligibility for Refunds

You may request a refund only if all the following conditions are met:

• The refund request is submitted within 60 days of the product delivery date (we use delivery confirmation from the shipping carrier to verify this timeline);

• The storage product is unused, undamaged, and in its original packaging—including protective materials (e.g., foam inserts for fragile shelves, plastic wraps for fabric bins), original tags, assembly manuals, hardware kits (e.g., screws for wall-mounted organizers), and all included accessories (e.g., divider inserts for drawer organizers);

• You provide valid proof of purchase, such as your order confirmation email, invoice, or order number (available in your Account or delivery confirmation);

• The product is not a custom-configured item (e.g., personalized modular cabinet sets, custom-sized drawer dividers) unless the custom product is defective, damaged, or incorrect due to our error (e.g., wrong dimensions sent).

Refunds will NOT be approved for:

• Storage products damaged due to improper use (e.g., overloading shelves beyond weight limits), neglect (e.g., leaving fabric bins in wet conditions), accidental damage (e.g., cracked plastic bins from drops), or incorrect assembly after delivery;

• Items returned without original packaging (risking damage during transit) or missing components (e.g., lost shelf brackets, incomplete hardware kits);

• Requests made after the 60-day return window has expired;

• Clearance or final-sale storage products (marked as "Final Sale" on the product page at the time of purchase).

2. How to Request a Refund

To initiate a refund for storage products, follow these steps:

1. Contact Our Support Team: Send an email to [email protected] with the following details:

• Your full name and order number;

• The product name/SKU (e.g., "Metal Wall Shelf - SKU: UW-WS-002," "Fabric Under-Bed Storage Bin - SKU: UW-UB-005");

• A clear reason for the refund (e.g., "organizer doesn’t fit my drawer," "shelf arrived with bent edges");

• Photos of the product (including packaging, tags, and any damage/defects, if applicable) to help us assess eligibility—this is especially helpful for verifying issues with small parts like drawer dividers or shelf hardware.

1. Receive Return Authorization (RA): Our team will review your request within 1–2 business days. If approved, we’ll send you a unique RA number and tailored instructions, including:

• The return address (optimized for small-to-medium storage products);

• Guidelines for packaging (e.g., how to secure fragile shelves, how to include all hardware to avoid loss);

• Details on shipping (e.g., recommended carriers, how to track your return).

1. Ship the Product Back:

• Label the package with your RA number (visible on the outer box—this ensures we can link your return to your order);

• Use the original packaging if possible (it’s designed to protect the product during transit, especially for delicate items like wire organizers);

• You are responsible for shipping costs unless the refund is due to a defective, damaged, or incorrect product (we will provide a pre-paid shipping label or reimburse approved shipping costs for these cases).

1. Confirm Delivery and Inspection: Once we receive your returned storage product, our team will inspect it within 2–3 business days to verify it meets eligibility criteria (e.g., no damage, all parts included). We’ll send you an email to confirm receipt and share the inspection result—if approved, we’ll move forward with processing your refund.

3. Refund Processing Timelines & Details

• Processing Time: After confirming your returned product is eligible for a refund, we will process the refund within 5–10 business days.

• Refund Currency: All refunds are issued in United States Dollars (USD)—matching the currency used for your original purchase.

• Refund Method: The refund will be credited back to your original payment method (e.g., credit card, PayPal). Note that your financial institution may take an additional 1–3 business days to reflect the refund in your account (this depends on their internal processing times).

• Discounts & Promotions: If you used a discount code, promo offer, or purchased a bulk set (e.g., 3-pack of storage bins) at a reduced price, the refund will be for the amount you actually paid (after the discount is applied)—not the full retail price of individual items.

• Bulk Orders: For bulk purchases (e.g., 10+ drawer organizers), partial refunds are available if you’re returning only some items—provided the remaining products are not part of a "set-only" offer (we’ll clarify this in your RA instructions).

4. Special Cases

4.1 Defective or Damaged Storage Products

If you receive a storage product that is defective (e.g., broken drawer divider, shelf with loose joints), damaged (e.g., cracked plastic bin, torn fabric organizer), or not as described (e.g., wrong size shelf, incorrect color bin), take these steps:

• Contact us within 7 days of delivery (delays may affect our ability to resolve the issue quickly);

• Include photos of the defect/damage, the product packaging, and the delivery label (this helps us document issues and prevent future problems);

• We will arrange for a free return (we’ll cover all shipping costs, including a pre-paid label) and offer you a choice between:

• A full refund, or

• A replacement product (if the same style/SKU is in stock—we’ll prioritize shipping the replacement to minimize delay).

• Refunds or replacements will be processed within 5–10 business days of us receiving the defective/damaged item.

4.2 Canceled Orders

• Before Shipment: If you cancel an order before it is shipped (we’ll confirm shipment status via email), we will issue a full refund within 5–10 business days of cancelation. You can request cancellation by emailing [email protected] with your order number.

• After Shipment: If you cancel an order after it has shipped, you must follow the return process outlined in Section 2—refunds will be issued only after we receive and inspect the returned product (and confirm it meets eligibility criteria).

4.3 Missing or Lost Shipments

If your storage product order is marked as "delivered" by the shipping carrier but you have not received it:

• Contact us within 3 days of the "delivered" status update (include your order number and tracking number);

• We will work with the carrier to investigate (this may take 3–5 business days, especially for small items that could be misdelivered);

• If the shipment is confirmed lost, we will either:

• Reship the same storage product to you for free, or

• Issue a full refund within 5–10 business days (your choice).

5. Additional Terms

• Fraud Prevention: We reserve the right to deny refund requests if we suspect fraud (e.g., returning a different product than the one purchased, altering proof of purchase, or submitting duplicate refund requests for the same order).

• Return Condition Disputes: If our inspection finds the product does not meet eligibility criteria (e.g., hidden damage not reported, missing hardware), we will notify you via email. You can choose to have the product returned to you (you will be responsible for return shipping costs) or dispose of it (with your written consent).

• Warranty vs. Refunds: This refund policy does not replace our product warranty (if applicable)—warranty claims for issues that arise after the refund window (e.g., a shelf bracket breaking after 3 months of normal use) are handled separately. Contact us at [email protected] for warranty-related questions.

6. Contact Us

If you have questions about this refund policy, need help with a refund request, or want to dispute an inspection result, email our support team at [email protected]. We’ll respond to your inquiry within 1–2 business days and work to resolve your issue promptly—whether you’re returning a small drawer organizer or a bulk set of shelves.

For urgent refund matters (e.g., a defective product affecting your organizing project), mention "Urgent Refund Request" in your email subject line—we’ll prioritize these inquiries.