Refund and Returns Policy of Urbimavel Toy Store

Effective Date: January 6, 2025

At Urbimavel, we want you to be completely satisfied with your purchase. If, for any reason, you are not happy with your order, we are here to assist you with the returns and refunds process. Please carefully review our Refund and Returns Policy below to ensure you understand how to initiate a return or exchange.

1. General Return Conditions

We accept returns on most items within 30 days of receiving your order. To be eligible for a return, the following conditions must be met:

  • The item must be in new, unused, and resellable condition.
  • The item must be returned in its original packaging, including all accessories, manuals, and tags.
  • The item must be undamaged and in original condition (i.e., no signs of wear, dirt, or use).
  • You must provide proof of purchase (order number, receipt, or email confirmation).

Note: Some items are not eligible for returns, such as:

  • Personalized items (e.g., custom toys or engraved products).
  • Gift cards.
  • Final sale items or products marked as non-returnable.
  • Opened or used toys that cannot be resold for hygiene reasons (e.g., stuffed animals or certain educational products).

2. How to Return an Item

If you wish to return an item, please follow these steps:

Step 1: Contact Us

Before returning any products, please contact our customer service team to initiate the return process. You can reach us via:

Please include your order number, the item(s) you wish to return, and the reason for your return.

Step 2: Receive Return Authorization

Once we receive your return request, we will review it and provide you with a Return Authorization (RA) number. This number must be included in your return shipment for processing.

Step 3: Package the Item

Carefully repackage the item(s) in the original packaging to avoid damage during shipping. Be sure to include the RA number on the outside of the package.

Step 4: Ship the Item

You are responsible for the return shipping costs, unless the return is due to a defective or incorrect item. We recommend using a trackable shipping service or shipping insurance for your return, as we are not responsible for items lost or damaged during transit.

Send your return to:

Urbimavel Returns Department
8137 Crimson Cir Clay
New York, NY 10001, USA

3. Refunds

A. Refund Process

Once we receive and inspect your returned item, we will notify you by email about the status of your return and refund request. If the return is approved, the refund will be processed to your original payment method within 5-10 business days.

  • If you paid by credit card, the refund will be issued to the same card used for the original purchase.
  • If you paid via PayPal, the refund will be processed to your PayPal account.
  • For other payment methods, refunds will be processed according to the payment method used.

B. Refund Amount

The refund amount will be the purchase price of the item, minus any shipping costs and handling fees (unless the return was due to an error on our part, such as a defective product or shipping the wrong item). If the item was purchased as part of a promotion (e.g., buy one, get one free), the refund may be adjusted accordingly.

4. Exchanges

We do not offer direct exchanges. If you would like a different item, we recommend returning the original product and placing a new order for the item you prefer. The return process must be completed within the 30-day return window.

5. Damaged or Defective Items

If you receive an item that is damaged or defective, please contact us immediately, and we will provide you with a pre-paid return label. In these cases, Urbimavel will cover the return shipping costs, and we will either offer you a replacement or a full refund.

To expedite the process, please include:

  • Photos of the damaged or defective item.
  • A description of the issue.
  • Your order number.

6. Late Returns

Returns made after 30 days from the delivery date may not be accepted. However, we understand that life can get busy. If more than 30 days have passed, please contact our customer support team to discuss your specific case.

7. Non-Returnable Items

Some products are non-returnable due to hygiene, safety, or other reasons. These items include:

  • Personalized or custom items.
  • Opened and used toys that cannot be resold for hygiene and safety reasons.
  • Gift cards.
  • Final sale items or products explicitly marked as non-returnable on the product page.

8. Return Shipping Costs

In most cases, return shipping costs are the responsibility of the customer. However, if your return is due to an error on our part (e.g., defective or incorrect items), we will cover the return shipping costs. We will send you a pre-paid return label to facilitate the return.

9. Contact Us

If you have any questions about the return or refund process, please don’t hesitate to contact our customer service team:

We are available Monday to Friday, 9:00 AM – 6:00 PM (EST).