Refund policy

Urbaneight Returns & Sustainability Policy

1. Return Window & Eligibility

You have 14 days from the date you receive your order to request a return. To qualify for a refund:

  • Showroom Condition: Items must be unused, unwashed, and undamaged, with all original tags attached.

  • Original Packaging: Items must be in the original factory packaging, including branded boxes and protective materials.

  • Assessment: Urbaneight reserves the right to adjust or refuse the refund amount (up to 100%) if returned items show signs of use, missing components, or reduced resale value.

2. Specific Guidelines for Sports Gear & Hardware

Due to the technical nature of our products, strict conditions apply:

  • Hardware (Skateboards, Bikes, Skates): Items may be tested indoors on a clean, soft surface. Any outdoor use, mounting of components, or marks on wheels, trucks, or griptape will result in a depreciation fee (up to 100%).

  • Inflatables (SUPs, Kayaks): Must be returned in the original factory fold. Once a SUP has been inflated or used on water, the item is considered "used."

  • Wetsuits & Neoprene: Must be returned dry, odorless, and free of nail marks or creases. Wetsuits that have been in (salt) water are non-returnable.

  • Assembly: Any gear that has been assembled (e.g., pedals on a bike) is no longer considered brand new.

3. Exceptions / Non-Returnable Items

The following items cannot be returned:

  • Hygiene-sensitive items: Swimwear (if the hygiene seal/sticker is broken or removed), underwear, and socks.

  • Safety-critical equipment: Helmets and protective gear once the factory seal or packaging is unsealed.

  • Custom-made: Personalized or special-order items.

  • Bundles: Items sold as a set must be returned complete.

4. Sustainability & Return Contribution: Why we do this

At Urbaneight, we are passionate about the natural environments where we play—the oceans and the forests. Unfortunately, returns have a significant negative impact on these environments. Every return shipment creates additional CO2 emissions through transport, consumes new packaging materials, and puts a heavy strain on logistics.

We want to encourage conscious shopping and discourage a 'buy-and-try' culture. Therefore, Urbaneight applies a €2.99 sustainability contribution per return shipment. This amount is deducted from your refund and supports:

  • Greener Logistics: Offsetting the carbon footprint of return transportation.

  • Circular Packaging: Investing in recycled and reusable shipping materials.

  • Better Information: Continuously improving our product data and size guides to minimize the chance of a "wrong" purchase.

Together, we keep the impact on our planet as low as possible while continuing to enjoy the sports we love.

5. Return Process & Responsibility (No Physical Shop)

Urbaneight is an online specialist and does not have a physical retail location for drop-offs.

  1. Request: Email returns@urbaneight.shop with your order number.

  2. Approval: After approval, we will provide the designated return address. Returns sent without prior approval will not be accepted.

  3. Shipping Costs: Return shipping costs are the responsibility of the customer.

  4. Risk of Loss: Urbaneight is not responsible for any lost or damaged packages during return transit. The risk remains entirely with the consumer until the package is successfully received by us. We strongly recommend using a trackable shipping method (Track & Trace).

6. Shipping Fees & Free Shipping Threshold

  • Orders above €100 qualify for free standard shipping.

  • Partial Returns: If a partial return brings the remaining order value below the €100 threshold, the original shipping costs will be deducted from your refund.

7. Refunds & Timelines

  • Inspection: Returns are processed and inspected within 14 business days of receipt.

  • Payment: Approved refunds are issued to the original payment method.

  • Exchanges: We do not offer direct exchanges. Please return your item and place a new order.

8. EU Statutory Right of Withdrawal & Disputes

  • Right of Withdrawal: For EU customers, you have the legal right to cancel your order within 14 days, provided the conditions in Section 1 are met.

  • Online Dispute Resolution: For unresolved complaints, visit the European ODR platform: https://ec.europa.eu/consumers/odr/.