Refund policy

Return & Refund Policy

At Urban Chef, customer satisfaction is important to us. If you are not completely satisfied with your purchase, please review our Return & Refund Policy below.

1. Return Eligibility

You may request a return within 7 days of receiving your order if:

  • The item is damaged, defective, or incorrect.

  • The item is unused and in its original condition and packaging.

  • Proof of purchase is provided.

To initiate a return, please contact us at aaruco170626@gmail.com with your order number and photos of the item (if applicable).

2. Non-Returnable Items

The following items cannot be returned:

  • Used products

  • Products damaged due to misuse or improper handling

  • Items returned without prior approval

  • Gift cards (if applicable)

  • Clearance or final sale items

3. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery at aaruco170626@gmail.com.

Please include:

  • Your order number

  • Photos of the product

  • Photos of the packaging

  • A brief description of the issue

After review, we may offer a replacement, store credit, or full refund.

4. Return Process

  1. Contact us at aaruco170626@gmail.com.

  2. Our team will review your request.

  3. If approved, return instructions will be provided.

  4. Once the returned item is received and inspected, we will notify you regarding approval or rejection of your refund.

Do not send items back without receiving return authorization from us.

5. Refunds

Once your return is approved and processed, your refund will be issued to the original payment method.

Refund processing times:

  • Approval: 2–5 business days after inspection

  • Bank/Card Processing: 5–10 business days (may vary by payment provider)

Shipping charges are generally non-refundable unless the return is due to our error or a defective product.

6. Order Cancellations

Orders may be canceled within 12 hours of placement. Once an order has been processed or shipped, cancellation may no longer be possible.

To request a cancellation, email us as soon as possible at aaruco170626@gmail.com.

7. Lost Packages

If your package appears lost in transit, please contact us. We will work with the shipping carrier to investigate the issue and determine an appropriate resolution.

8. Exchanges

We currently do not offer direct exchanges. If eligible, you may return the item and place a new order.

9. Contact Us

For any questions regarding returns or refunds, please contact:

Nova Flame
Email: aaruco170626@gmail.com

We reserve the right to modify this Return & Refund Policy at any time without prior notice.