CUSTOMERS IN EUROPEAN UNION
We offer a 60-day return policy to all of our products - we'll count the 60 days period from the day you have received the item.
To return or exchange a product:
- It is 60 or less days since you received the shipment,
- The item has not been used,
- The item is in the condition that the customer received it in, and all the parts of the product as well as the original product package and manual are included in the return shipment,
- The item has been repackaged in its original or an equivalent shipping package.
Pack the unused product that is fit for resale into a package that can be the original shipping packaging or another packaging that will ship safely back to Finland.
Please note that the package must be sent with postage paid by the customer. Please use trackable shipping method!
Return address:
Urban Kit Supply
c/o Logitrail Oy
Ojakatu 3
21200 Raisio
FINLAND
Please also add these, if possible:
Email: help@urbankitsupply.com
Tel: +358405935178
Remember to enclose order number or your contact details with the return or exchange!
If you return a product, you are responsible for the risk of possible damage to the product during the return.
We make the decision of return after receiving the product and after we have checked it through. We do not accept returned products if:
- After receiving the product, we detect defects in it or its packaging.
- The product has been used, assembled or installed.
- Animal fur, hair or stains on the returned product will automatically result in a decision not to accept the product return.
We will refund to you as soon as possible, however, no later than 14 days from the moment the return was received. While you might see that we have received the return, our warehouse processes the returns 1-2 times a week.
Original delivery costs will be refunded according to the delivery country's cheapest delivery cost. For example deliveries to Sweden we refund 12€, regardless of the original delivery method or cost.
Please note: In the case you have received a wrong or faulty item, please attach pictures of the item(s) and its package to your email. We will process your claim, and you will be contacted about the exchange or return as soon as possible.
NOT PICKED UP SHIPMENT OR REFUSAL TO ACCEPT SHIPMENT
In cases where the customer forgets (or decides not ) to pick up their shipment from pick-up points or in cases where customer refuses to accept the shipment from the delivery company, we will charge the shipping costs twice to cover the costs of the delivery. Eg. shipment fee is 15€; we will charge 30€ in total.
EXCHANGES
Please follow the instructions above to return the items and place a new order for the replacement. We will refund the shipment of your first order, so you'll pay the shipment only once.
NOTE: If you send return package from outside of European Union, you must send as the tracking code so we can take care of the customs work. Incase it is not send and the package is returned to you, you will need to pay for the new return shipment as well.
NON-EU CUSTOMERS
The instructions are the same as above, however, you must email us (help@urbankitsupply.com) the tracking code + information of which products of your order you have returned to us. This makes it possible to take care of the customs works in advance and can save you 2-4 weeks of waiting time! Also if the tracking code is not send and customs return the package to you, you will need to pay for the new return as well.
CUSTOMERS IN FINLAND
We offer a 60-day return policy to all of our products - we'll count the 60 days period from the day you have received the item.
To return or exchange a product:
- It is 30 or less days since you received the shipment,
- The item has not been used,
- The item is in the condition that the customer received it in, and all the parts of the product as well as the original product package and manual are included in the return shipment,
- The item has been repackaged in its original or an equivalent shipping package.
Pack the unused product that is fit for resale into a package that can be the original shipping packaging or another packaging that will ship safely back to us.
When you return products, pack the items well, take it to the Posti or Matkahuolto and inform that it's a return package. You don't need to pay any postage fees, as we have a contract with Posti and Matkahuolto. Use the address given below with the Customer code (Asiakastunnus) to get the postage for free!
The delivery cost free limit for our orders in Finland is 150€. If the value of the order after a possible partial return is less than 150€, we will deduct 5,90€ from the amount refunded.
Original delivery costs will be refunded according to the delivery country's cheapest delivery cost. For example in Finland we refund 5,90€, regardless of the original delivery method or cost.
We charge 15€ handling fee for deliveries not picked up and returned to us.
We will not reclaim Cash on delivery packages.
There is no need to add bank account details, we will return the money back to you using the same method you used with your original payment.
Free returns
Whether you want to use Posti or Matkahuolto for the return is up to you - it doesn't matter which option you used for the original purchase.
Remember to ask the return receipt showing the return tracking code.
The return address for Posti:
Asiakaspalautustunnus 642030
Urban Kit Supply
c/o Logitrail Oy
Ojakatu 3
21200 Raisio
The return address for Matkahuolto:
Asiakaspalautustunnus 9517043
Urban Kit Supply
c/o Logitrail Oy
Ojakatu 3
21200 Raisio
Remember to enclose order number or your contact details with the return or exchange!
If you return a product, you are responsible for the risk of possible damage to the product during the return.
We make the decision of return after receiving the product and after we have checked it through. We do not accept returned products if:
- After receiving the product, we detect defects in it or its packaging.
- The product has been used, assembled or installed.
- Animal fur, hair or stains on the returned product will automatically result in a decision not to accept the product return.
We will refund to you as soon as possible, however, no later than 14 days from the moment the return was received. While you might see that we have received the return, our warehouse processes the returns 1-2 times a week.
Please note: In the case you have received a wrong or faulty item, please attach pictures of the item(s) and its package to your email. We will process your claim, and you will be contacted about the exchange or return as soon as possible.
EXCHANGES
Please follow the instructions above to return the items and place a new order for the replacement. We will refund the shipment of your first order, so you'll pay the shipment only once.
NOTE: If you send return package from outside of European Union, you must send as the tracking code so we can take care of the customs work. Incase it is not send and the package is returned to you, you will need to pay for the new return shipment as well.