Refund & Return Policy

Refund Policy 

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at refund@urbancaps.co.nz or call us directly 0800 888 002. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at refund@urbancaps.co.nz or call us directly 0800 888 002.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Restocking Fee

If you have changed your mind or purchased a wrong product and want to sent it back we will charge a 15% restocking fee on the amount which you have paid for the item that you are returning for the credit.

Note: If you want to cancel your order which hasn't still been processed for delivery, there will be a 2.9% fee which will cover the bank charges (only if the payment is processed through credit card, Master Cards, PayPal, Shop Pay, Apple Pay, Zip Payment or any other part payments). Bank transfer payment will be refunded in full.

Note: The item should be in it is original unopened packaging to be qualified for the refund.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.


Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@urbancaps.co.nz
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@urbancaps.co.nz



Return Policy 

The item I ordered arrived damaged, faulty or doesn't work as intended

If your item has arrived and is faulty, damaged, or not working as intended, please notify us as soon as possible. For the ordinary caps products, our warranty time is 30 days after delivery, And for the electronic products, the time is 10 days from being delivered. Once you have notified us, we will arrange for the return of the product for assessment. Once we have confirmed the damage or fault, it will be repaired or replaced free of charge. 

For fast processing of your return, please ensure the following:

  • You retain the original packaging, including the Urbancaps Box or satchel
  • You accurately describe the fault or damage
  • You attach clear photographs/videos of the damage

To start a return, you can contact us at info@urbancaps.co.nz or call us directly 0800 888 002. 

I've had my item for a while, but it no longer works as described

If your item becomes faulty after a period of time, we will assist wherever possible to repair or replace your item. We are committed to protecting your rights under the Consumer Guarantees Act, and working with our suppliers to assist with warranty claims. Please note items that require repair or assessment by a 3rd party can take several weeks to be processed.

For the fast processing of your return, please ensure the following:

  • You provide the original packaging (if you still have it)
  • You accurately describe the fault or damage (this will ensure our repair agents can reproduce the fault or error)
  • You attach clear photographs of the damage
  • You provide the serial number for camping lights.
  • You provide any passwords (or remove passwords) that may be required to gain access and reproduce a fault

To start a return, you can contact us at info@urbancaps.co.nz or call us directly 0800 888 002.