Refund policy
At UrbanNestX, we want every customer to feel happy, comfortable, and confident when shopping with us. Our store is built around soft everyday essentials, cute lifestyle details, and simple products that bring a little joy into your daily routine. We carefully select our items with comfort, style, and everyday use in mind, and we hope you love your purchase when it arrives.
However, we understand that sometimes an order may not be exactly what you expected, or an issue may occur during the shopping or delivery process. This Return and Refund Policy explains how returns, refunds, replacements, and order concerns are handled at UrbanNestX.
Please read this policy carefully before placing an order. By purchasing from urbannestx.store, you agree to the terms outlined below.
Store Information
Store Name: UrbanNestX
Website: urbannestx.store
Email: support@urbannestx.store
Phone: (705) 575-5944
Business Address: 12998 Rue du Grand Pré, Québec, QC, Canada
Return Eligibility
We accept return requests only when the item meets the conditions described in this policy. To be eligible for a return, the product must be unused, unworn, unwashed, undamaged, and in the same condition that you received it.
The item must also be returned with its original packaging, where applicable. For hygiene reasons, some products may not be eligible for return once opened, worn, washed, or used.
Because many of our products are personal wear items such as socks and soft accessories, we must follow reasonable hygiene standards. Products that have been worn, washed, used, altered, stained, damaged, or returned without proper packaging may not qualify for a refund or exchange.
Return Request Timeframe
Customers must contact us within 14 days after delivery to request a return or report an issue with their order.
If more than 14 days have passed since your order was delivered, we may not be able to offer a return, refund, replacement, or exchange.
To begin a return request, please contact us at:
Please include your order number, full name, email address used at checkout, reason for the return request, and photos if the item is damaged, defective, incorrect, or not as expected.
Non-Returnable Items
For hygiene and safety reasons, certain items cannot be returned once opened, worn, washed, or used. This may include, but is not limited to:
Socks that have been worn
Socks that have been washed
Items with removed or damaged packaging
Items with signs of use
Items with stains, odors, hair, lint, or damage
Final sale items
Gift cards, if offered
Items returned without prior approval
Items damaged by the customer after delivery
We reserve the right to refuse any return that does not meet our return conditions.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives. If you receive an item that is damaged, defective, or incorrect, contact us as soon as possible at:
Please include:
Your order number
A clear description of the issue
Photos or videos showing the problem
Photos of the packaging, if applicable
The email address used when placing the order
We will review your request and may offer a replacement, refund, store credit, or another appropriate solution depending on the situation.
Please note that small differences in color may occur due to lighting, photography, screen brightness, and device display settings. Slight color differences are not usually considered a defect.
Product Color and Size Differences
UrbanNestX aims to display product photos and descriptions as accurately as possible. However, actual product colors may vary slightly because different screens, monitors, lighting conditions, and photography setups can affect how colors appear.
For socks and fabric-based items, slight measurement differences may also occur due to manufacturing batches, fabric stretch, manual measurement, and production variations. A small size difference that does not affect normal use may not qualify as a defect.
Please review product descriptions, size details, and photos carefully before placing your order.
Return Approval Process
All return requests must be approved by UrbanNestX before the item is sent back. Please do not return any item without contacting us first.
Unauthorized returns may not be accepted, refunded, or processed.
Once we receive your return request, our team will review the information provided. If your return is approved, we will provide instructions on how and where to send the item.
Customers are responsible for following all return instructions carefully. Items returned to the wrong address or without approval may not be eligible for refund.
Return Shipping Costs
Unless the item is confirmed to be damaged, defective, or incorrect due to our error, customers are generally responsible for return shipping costs.
Original shipping charges, if any, are usually non-refundable.
We recommend using a trackable shipping service when returning an item. UrbanNestX is not responsible for returned items that are lost, delayed, or damaged in transit.
Refund Processing
Once your return is received and inspected, we will notify you whether your refund has been approved or rejected.
If approved, your refund will be processed to your original payment method. Please allow several business days for the refund to appear on your account. Processing times may vary depending on your bank, credit card provider, payment processor, or financial institution.
UrbanNestX does not control the exact processing time once a refund has been issued.
Partial Refunds
In some cases, only partial refunds may be granted. This may apply when:
The item is returned with minor signs of handling
The packaging is missing or damaged
Part of a set is missing
The returned item does not fully meet the original condition requirements
The issue does not qualify for a full refund
Partial refunds are reviewed on a case-by-case basis.
Exchanges
We may offer exchanges when an item is damaged, defective, incorrect, or eligible under our return conditions.
Because inventory may change, we cannot guarantee that the exact same item, color, pattern, or style will be available for exchange.
If an exchange is not available, we may offer a refund, store credit, or replacement option depending on the situation.
Order Cancellation
If you need to cancel an order, please contact us as soon as possible at:
We will do our best to help. However, once an order has been processed, packed, shipped, or fulfilled, it may no longer be possible to cancel it.
If your order has already been shipped, you may need to follow our return process after delivery if the item qualifies.
Incorrect Shipping Address
Customers are responsible for entering a complete and accurate shipping address at checkout.
UrbanNestX is not responsible for orders shipped to an incorrect, incomplete, or outdated address provided by the customer.
If you notice an address mistake after placing your order, contact us immediately. We will try to assist, but we cannot guarantee changes once the order has been processed or shipped.
If a package is returned to us due to an incorrect address, additional shipping fees may apply.
Lost or Delayed Packages
Shipping delays may occur due to carrier issues, customs processing, weather, holidays, peak seasons, incorrect addresses, or circumstances outside our control.
If your package appears delayed, please contact us and we will do our best to help review the situation.
A package is not considered lost simply because it is delayed. We may need to allow reasonable time for carrier updates before offering a solution.
Refused Packages
If a package is refused by the customer or not collected from the carrier, return shipping fees, handling fees, or restocking fees may be deducted from any eligible refund.
Final Sale Items
Items marked as final sale, clearance, promotional, or non-returnable may not be eligible for return, exchange, or refund unless they arrive damaged, defective, or incorrect.
Contact for Returns
For all return and refund questions, please contact:
UrbanNestX Customer Support
Email: support@urbannestx.store
Phone: (705) 575-5944
Address: 12998 Rue du Grand Pré, Québec, QC, Canada
We are here to help and will do our best to provide a fair and friendly solution.