We provide 100% refund policy.
Unworn, regularly stocked items - with the exception of the items in the "Final Sale & Nonreturnable Items"- may be returned by contacting our customer care team within 30 days of the delivery date. A representative will create a return authorization and give you further instructions for completing the procedure.
HOW TO INITIATE A RETURN
To start a return or exchange, please contact our customer care team at soldierskin@163.com within 30 days of delivery with your order number and reason for return. A representative will review your request and, if approved, provide a Return Merchandise Authorization (RMA) number and return shipping instructions. Please package the item(s) securely with the RMA number clearly visible on the outside of the package and ship to the address provided. Once we receive and inspect the returned item(s), we will process your refund or exchange.
Please note: Returns shipped without a valid RMA number will not be accepted and may be returned to the sender at the sender's expense.
RETURN SHIPPING COSTS
Return shipping costs are determined based on the reason for the return:
— Defective or damaged product: Urbanicz covers the return shipping cost
— Wrong item sent: Urbanicz covers the return shipping cost
— Size exchange (wrong size ordered): Customer is responsible for return shipping
— Change of mind / don't like it: Customer is responsible for return shipping
— Doesn't fit (size ordered is correct): Customer is responsible for return shipping
For returns where the customer is responsible for shipping costs, the original shipping fee is non-refundable. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee receipt of returned items.
FINAL SALE & NONRETURNABLE ITEMS
The following items are considered "Final Sale" and are not eligible for return, exchange, or refund unless they arrive defective or damaged:
1. Custom & Personalized Products: All custom-made or personalized items (including but not limited to jerseys with custom names, numbers, logos, or designs) are final sale. Since these products are made specifically for you, they cannot be resold and therefore cannot be returned or exchanged unless there is a manufacturing defect.
2. Clearance & Sale Items: Items marked as "Clearance," "On Sale," or purchased using a discount code of 30% or more are considered final sale items and cannot be returned or exchanged.
3. Limited Edition & Special Release Items: Limited edition, special release, or collaboration items may be designated as final sale at the time of purchase. This will be clearly stated on the product page.
4. Used or Washed Items: Any item that has been worn, washed, altered, or damaged by the customer is not eligible for return.
5. Accessories & Undergarments: For hygiene reasons, certain accessories (such as socks, headbands, and undergarments) are final sale and cannot be returned once opened.
Please note: Final sale items that arrive defective or damaged are still covered under our quality guarantee. Please contact us within 7 days of delivery with photos of the defect, and we will arrange a replacement or full refund.
REFUND PROCESSING TIME
Once we receive and inspect your returned item, we will process your refund within 3-5 business days. The time it takes for the refund to appear in your account depends on your payment provider:
— Credit/Debit Card: 5-10 business days after processing
— PayPal: 3-5 business days after processing
— Apple Pay / Google Pay: 5-10 business days after processing
— Store Credit: Immediately upon processing
Please note that banks and payment providers may take additional time to process refunds, which is outside of our control.
REFUND METHOD
Refunds will be issued to the original payment method used for the purchase, unless otherwise agreed upon. If the original payment method is no longer available, we may offer store credit or an alternative refund method at our discretion.
EXCHANGES
If you would like to exchange an item for a different size, color, or style, please contact our customer care team at soldierskin@163.com. Exchange eligibility follows the same guidelines as returns. Size exchanges: the customer is responsible for return shipping costs for size exchanges due to incorrect ordering. Defective item exchanges: we cover all shipping costs for exchanges due to manufacturing defects or shipping damage. Exchanges are subject to product availability. If the requested replacement item is out of stock, we will issue a full refund instead.
DAMAGED OR DEFECTIVE ITEMS
If you receive a damaged or defective item, please contact us immediately at soldierskin@163.com within 7 days of delivery. Please include your order number and clear photos showing the damage or defect. For damaged or defective items, we will cover all return shipping costs and offer a free replacement or full refund (your choice).
LOST OR STOLEN PACKAGES
If your package is marked as delivered but you have not received it, please contact us at soldierskin@163.com. We will work with the carrier to investigate the issue. Claims for lost packages must be filed within 14 days of the marked delivery date. Upon confirmation of loss, we will offer a replacement or full refund.
Still have questions? Contact our customer care team at soldierskin@163.com. We typically respond within 24 business hours.