Refund & Return Policy

We maintain strict quality and hygiene standards to ensure every customer receives a brand-new product.

30-Day Return Window

You have 30 days from the date of delivery to request a return.
Returns requested after this period will not be accepted.

Return Eligibility

To be eligible for a return, your item must:

  • Be unused, unworn, and unaltered
  • Be in original condition with all tags attached
  • Be returned in original packaging (undamaged)
  • Include proof of purchase

Hygiene & Resale Policy

Hats and caps are considered personal wear items.

For hygiene and customer safety reasons, returns are only accepted if the item remains in brand-new condition and has only been briefly tried on indoors.

Returns will be rejected if the item shows any signs of use, including:

  • Sweat marks, stains, or odour
  • Creasing or shaping from wear
  • Outdoor use or extended handling
  • Any condition that makes the item unsuitable for resale

All returned items are carefully inspected before approval.

Non-Returnable Items

We do not accept returns for:

  • Worn or used items
  • Items without tags or original packaging
  • Sale or clearance items
  • Gift cards
  • Returns requested after 30 days

Change of Mind / Fit Issues

Fit and sizing preferences may vary between individuals and styles.

If you change your mind or the item does not fit:

  • A 25% restocking fee applies
  • Customer is responsible for return shipping
  • Original shipping charges are non-refundable
  • Item must meet all return conditions above

Return Shipping

For approved returns:

  • Customers are responsible for return shipping costs (change of mind)
  • We do not provide prepaid return labels for change of mind returns
  • We recommend using a tracked service, as we are not responsible for items lost in transit

For faulty, damaged, or incorrect items:

  • We will cover return shipping or provide a prepaid label where applicable

Order Cancellation

  • Orders cancelled before dispatch will receive a full refund (bank transfer)
  • For card or third-party payments, a 2.9% processing fee applies

Damaged or Incorrect Items

Please inspect your order upon delivery.

  • Report any issues within 48 hours of delivery
  • Provide clear photos or videos

If confirmed, we will offer a replacement or full refund at no cost.

Faulty Items & Consumer Guarantees

If your item becomes faulty or does not perform as expected, we will meet our obligations under the Consumer Guarantees Act (New Zealand).

Depending on the issue, we will offer:

  • Repair
  • Replacement
  • Refund (for major faults)

Items may need to be assessed before approval and this process may take several working days.

This policy applies only to genuine faults and does not cover general wear, improper use, or dissatisfaction with fit or style.

Refund Processing

  • Refunds are issued to the original payment method
  • Processing time is 2–5 business days after approval
  • Your bank or payment provider may take additional time

Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account
  2. Contact your payment provider
  3. Allow processing time

If the issue persists, contact us at refund@urbancaps.co.nz

Start a Return

Email: refund@urbancaps.co.nz
Live Chat: 9am–5pm

Returns sent without prior approval will not be accepted.