Refund Policy

Exchange & Refund Policy – Urban Tailor

 

At Urban Tailor, we aim to offer a seamless shopping experience that builds trust and confidence. This Exchange & Refund Policy is designed to align with Shopify’s guidelines and European consumer protection laws.

 

1. Policy Overview & Shopify Compliance

 

  • Shopify requires all merchants to publish a clear, public-facing refund policy that is accurate, accessible, and user-friendly (Chargeflow, Shopify Help Center).

  • Use Shopify’s Refund Policy Generator within Settings > Policies to insert a standard template and then customize it for your business (Shopify, Shopify Help Center).

  • Make sure the policy is easy to locate—place links in the footer, on product pages, and include it during the checkout process (Adobe Commerce, Brandafy).

 

2. Return Timeframe

 

  • Customers may initiate a return or exchange within 14 calendar days of receiving their order—this is the legal “Right of Withdrawal” in the EU (Adobe Commerce, Reddit).

  • Include exceptions, such as extended deadlines for defective products if needed.

 

3. Product Condition Requirements

 

To be eligible:

  • Returns must be unused, unworn, and free of odors.

  • All original tags, packaging, and accessories must be intact.

  • Items should show no signs of wear, damage, or customer alteration (Adobe Commerce, 3WiN.ai).

 

4. Return & Exchange Process

 

  • Customers should contact us via email at contact@urbantailor.boutique (ou o email de sua preferência) to initiate a return or exchange.

  • Our team will respond within 2 business days and provide:

    • A return authorization or shipping label (if applicable).

    • Clear instructions for returning the item, including the return address (Shopify Help Center, Adobe Commerce).

  • If you're using Shopify’s Self-Serve Returns, this process can be further streamlined and automated (Reddit, Shopify Help Center).

 

5. Shipping Costs & Responsibilities

 

  • Urban Tailor will cover all return shipping fees for:

    • Items that are defective.

    • Listings that were incorrectly shipped or contain errors.

  • For returns due to a change of mind (e.g., wrong size/model), return shipping costs are borne by the customer (Adobe Commerce, Reddit).

 

6. Restocking Fees (Optional)

 

  • Shopify allows the inclusion of a restocking fee, which can be a percentage of the item’s cost—disclosed clearly on your policy page (Shopify Help Center).

  • If applied, state the percentage and the rationale clearly for transparency.

 

7. Refund Timing & Method

 

  • Refunds will be processed within 7 business days after the returned item is received and inspected.

  • Refunds are issued via the same payment method and in the same currency used at purchase. Any conversion or bank fees are not reimbursed (Chargeflow, Shopify).

 

8. Store Credit or Exchanges

 

Customers may opt for:

  • A full refund.

  • A store credit voucher, valid for 12 months.

  • A direct exchange for the same or different item (subject to availability).

 

9. Defective or Damaged Items

 

  • If an item is received damaged or defective, please notify us within 48 hours of delivery, including photos and a description of the issue.

  • Defective items will be prioritized, and return shipping in such cases is covered by Urban Tailor.

 

10. Exceptions & Final Sale Items

 

Clearly state any non-returnable items, such as:

  • Discounted or sale items.

  • Personalized, custom, or perishable products.

  • These should be identified clearly as “final sale” in your policy (Adobe Commerce, Shopify Help Center).

 

11. Visibility of Policy

 

The policy must be highly visible—place links in:

  • Footer

  • Checkout page

  • Product descriptions

  • Order confirmation emails (Adobe Commerce, Brandafy).

  • If using Shopify Payments, making the customer acknowledge the policy (e.g., via a checkbox) can help reduce disputes (Reddit).

 

Sample Policy Text (English, Shopify-Friendly)

 

  • Return Window: Returns or exchanges must be initiated within 14 days of delivery.

  • Condition Requirements: Returned items must be unused, in original packaging, with tags attached, and undamaged.

  • How to Return: Email contact@urbantailor.boutique (ou o email de sua preferência) with your order number and return reason. We will send instructions and a return label (if applicable) within 2 business days.

  • Shipping Costs: We cover return shipping for defective or wrongly shipped items. Otherwise, return shipping is at the customer’s expense.

  • Restocking Fee: A 10% restocking fee applies to returns due to change of mind. (This is optional—customize as needed.)

  • Refunds: Processed within 7 business days to the original payment method and currency.

  • Exchanges or Store Credit: Choose between exchanging for a similar item, receiving store credit valid for 12 months, or requesting a full refund.

  • Defective Items: Please report within 48 hours of delivery, including photos. We will assist promptly and cover return shipping.

  • Final Sale: Discounted, custom, or personalized items are non-returnable.