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Return eligibility, timelines and refund processing for Urban Gem orders.
This policy is provided as a template and should be reviewed by legal counsel before commercial launch.
Last updated: July 13, 2026
Urban Gem LLC is a Hooks, Texas-based online general merchandise retailer. This Return and Refund Policy explains how returns are handled for qualifying orders placed through the Urban Gem online store.
This template should be reviewed by legal counsel before commercial launch.
Eligible items may be returned within 30 days of delivery unless a product-specific restriction applies.
Contact customer support promptly if an item arrives damaged, defective or not as described.
Return eligibility depends on product condition, original packaging, included parts and the reason for return.
Certain items may not be eligible for return once opened, used or customized. Final return eligibility is confirmed by customer support based on the product and order details.
Contact support with your order reference, the item you wish to return and the reason for the request. Keep all packaging materials until your case is reviewed.
Approved returns will include instructions for shipment or disposal where applicable.
Approved refunds are issued to the original payment method when possible after the returned item is received and inspected.
Shipping charges may be non-refundable unless Urban Gem made an error or the item arrived damaged or defective.
Urban Gem does not currently apply a restocking fee unless separately disclosed at the time of purchase.
If an item arrives damaged or you received the wrong product, contact support with clear photographs of the item and outer packaging. Urban Gem will provide next steps based on the circumstances.
Return questions may be sent to support@example.com. Include your order reference and the email address used at checkout.