Refund policy

RETURNS & EXCHANGES

We want you to feel confident ordering from us. If something isn’t right, we offer a 30-day return or exchange windowstarting from the day your order is delivered.

Eligibility

To qualify for a return or exchange, items must be:

  • Unworn and unused

  • In original condition, with all tags attached

  • Returned in original packaging

  • Accompanied by proof of purchase

For hygiene and quality reasons, items that do not meet these conditions cannot be accepted.

How to Request a Return or Exchange

To begin a return or exchange, please contact us at:

📧 ursamediagroup@gmail.com

All returns require approval before being sent back.
Items returned without authorization will not be accepted or refunded.

Once approved, you’ll receive instructions on how and where to send your return.

Return Shipping & Fees

  • Customers are responsible for return shipping costs

  • A $10 restocking fee per item will be deducted from your refund

  • Original shipping fees (if applicable) are non-refundable

This helps us maintain fair pricing and quality control for all customers.

Exchanges

The fastest way to receive a different item is to:

  1. Return your original item (subject to approval)

  2. Place a new order once your return is accepted

Exchange requests are subject to the same eligibility, shipping, and restocking terms.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If your item arrives damaged, defective, or incorrect, contact us immediately at:

📧 ursamediagroup@gmail.com

We’ll review the issue promptly and make it right where applicable.

Non-Returnable Items

The following items are final sale and cannot be returned or exchanged:

  • Gift cards

  • Custom or personalized products

If you’re unsure whether an item is eligible, contact us before purchasing.

European Union – 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the legal right to cancel or return your order within 14 days of delivery, without providing a reason.

Returned items must still:

  • Be unworn and unused

  • Include original tags and packaging

  • Include proof of purchase

Return shipping costs and restocking fees remain the customer’s responsibility.

Refunds

Once your return is received and inspected, we’ll notify you of the outcome.

If approved:

  • Refunds are issued to the original payment method

  • Processing may take up to 10 business days

  • Banks and credit card providers may require additional time to post funds

If 15 business days have passed since approval and you haven’t received your refund, please contact us at:

📧 ursamediagroup@gmail.com