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RETURNS & REFUNDS

RETURNS AND REFUNDS POLICY

At Urban Raccoon, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your accessory, we offer a hassle-free return and exchange policy. You can shop with confidence knowing that we are committed to ensuring your satisfaction.

Domestic Purchases

If you're not satisfied with your purchase, contact us at info@urbanraccoon.ca or 1-855-URBN-RCN to start a return. You'll receive instructions and a return shipping address.

 

Return Requirements:​

  • Items must be new, unworn, with original tags, and returned within 30 days of delivery.

 

Return Options:

  • One-time return labels are provided only for exchanges or store credit.

  • Refunds to the original payment method are not eligible for free return labels.

  • Items must be shipped within 7 business days of label approval or the request will be canceled.

  • Only regular-priced or regular sale items are eligible. Final sale and Clearance sale aren't eligible for returns.

 

Return Conditions:

  • Worn, damaged, stained, or tagless items will be rejected.

  • You'll be notified with two options:

    1. Pay to have the item returned.

    2. Have it donated to a local shelter.

  • No response within 7 business days defaults to donation.

 

Processing & Refunds:

  • Returns are processed within 2–3 business days of receipt.

  • Refunds (excluding shipping) go to the original payment method or as a Digital Gift Card:

    • Gift Card refunds include free return shipping and cannot be reversed.

    • Original payment refunds are less the return shipping fee.

 

Exclusions:

  • Final Sale: Clearance, monogrammed, sample sale, and marked Final Sale items.

  • Gifts: With receipt or buyer info, may be returned for store credit only.

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International Online Purchases

For international orders, complete contact us to receive instructions and calculate your refund amount.

  • Items must be in new, unworn condition with original tags attached and returned within 30 days of the online purchase date.

  • Customers are responsible for all shipping and return costs, including a CA$25 customs clearance fee, which will be deducted from your refund.

 

Return Conditions:

  • Items returned worn, damaged, or missing original tags will not be refunded. You will be notified via email and provided with two options:

    1. Reship the item at your cost.

    2. Donate the item to a local shelter.

 

Important Notes:

  • Return shipping costs are the customer’s responsibility.

  • International returns may require additional processing time due to customs clearance.

  • Refunds for approved returns will include the merchandise price and applicable taxes but exclude return shipping costs.

 

Exclusions:

  • Exchanges are not available for international orders.

  • Items shipped to international destinations cannot be returned to an Urban Raccoon retail store.

 

Price Adjustments

  • Price adjustments are available for regular-priced merchandise within 7 days of purchase with the original receipt.

  • Adjustments are not available for sale or clearance merchandise.

 

Urban Raccoon Warranty

Our warranty covers defects in materials and workmanship upto 1 year of purchase, with proof of purchase required.

 

Covered Issues:

  • Zipper or hardware malfunctions.

  • Defects in materials or craftsmanship.

 

Not Covered:

  • Normal wear and tear or gradual damage from exposure to elements (e.g., sun, water, salt).

  • Damage caused by misuse, improper care, or third-party repairs.

 

If you have any concerns about the workmanship of your product, bring it to a store or contact us to arrange a repair or replacement.

 

For questions or assistance, visit our Contact Us page.

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