Refund and Returns Policy
Last updated: June 15, 2026
The website urbansatchel.com is officially operated by NOLAVIA LIMITED. This Refund and Returns Policy outlines our procedures for processing returns, exchanges, and financial reimbursements. We strongly encourage you to review this document in conjunction with our Shipping Policy and Terms & Conditions prior to initiating any return request.
Eligibility for Returns and Exchanges
You may request a return or exchange within a strict 30-day window following the official carrier delivery date. Any applications submitted after these 30 days will unfortunately be denied. Valid grounds for return include receiving defective merchandise, items that suffered damage during transit, or receiving an incorrect product. Requests based on sizing issues will be evaluated individually.
Reason for Return
When initiating your return, please clearly state your reason. Valid instances often involve manufacturing flaws (e.g., stitching errors, fabric defects, misprints), logistics damage (e.g., arriving torn, stained, or compromised), or fulfillment mistakes (receiving the wrong style, color, or size compared to your invoice).
Condition of Returned Items
For a return to be accepted, the garment must remain in its original, unworn, and unwashed condition. It must be completely free of alterations or any signs of wear, including pet hair, makeup, deodorant, or fragrance. All original manufacturer tags must be firmly attached, and the product should be securely packaged for the return trip. If items arrive back to us failing to meet these strict criteria, they may be shipped back to you or subjected to a partial refund at our sole discretion.
Non-Returnable Items
Certain goods are strictly exempt from being returned, regardless of the timeline. These include products explicitly designated as “final sale,” garments that have been custom-tailored or altered to your specific measurements, items showing post-delivery wear or washing, and any merchandise sent back without obtaining prior authorization from our support staff. If you are uncertain about your item’s eligibility, please reach out to us before shipping it.
How to Return or Exchange an Item
To begin the return process, email contact@urbansatchel.com within your 30-day eligibility period. Your email must contain your order ID, a list of the items you want to return, your specific reason, and clear photographic evidence if claiming a defect or shipping damage. Our customer care team will respond within one business day, providing a unique Return Authorization (RA) number along with the designated return warehouse address.
Return Method
Approved returns must strictly be mailed to the specific address provided in our authorization email. We do not publicly list this address as it fluctuates depending on the product type and return reasoning. Please absolutely avoid shipping returns to our corporate office in Hong Kong; packages mailed to unauthorized locations cannot be processed and will likely be deemed lost. We highly advise utilizing a trackable shipping method and retaining your receipt until your refund or exchange is fully finalized.
Return Shipping Costs
In the event of an error on our part—such as shipping a defective, damaged, or incorrect item—we will absorb the return shipping costs entirely by issuing a prepaid label or compensating your shipping fees. Conversely, if the return stems from a customer preference (like ordering the incorrect size or a general change of mind), the buyer is entirely responsible for securing and paying for return postage, including applicable international rates. Additionally, the initial shipping charge from your order remains non-refundable.
Restocking Fee
We proudly enforce a zero restocking fee policy for all authorized returns. Upon successful inspection of your returned package, you will be issued a complete refund for the eligible items without any hidden deductions for processing, inspection, or restocking.
Exchange Policy
If you prefer an exchange over a refund, please specify this in your initial email so we can verify inventory. For items that are defective or incorrect, we will dispatch the replacement piece at zero additional cost once the original item is received and inspected. If you are requesting a sizing exchange outside of our standard fault reasons, the replacement will be treated as a brand-new order, meaning our standard 2 to 4 business day handling timeframe will apply before dispatch. Please note that certain limited styles or sizes may not be available for direct exchange.
Damaged or Defective Products
If your order arrives damaged, you must report it within 7 days of delivery. Email contact@urbansatchel.com with your order number and well-lit photos displaying the damaged garment, the specific defect, and the external packaging. Once we authenticate the issue, you may choose between a full refund to your original payment method or a complimentary replacement. Often, in these clear-cut defect cases, you will not need to mail the damaged item back unless explicitly asked by our team.
Order Changes and Cancellations
Modifications or cancellation requests must be submitted within 24 hours of placing the order. Please email contact@urbansatchel.com immediately with your order number and requested adjustments. Changes made inside this 24-hour grace period are free of charge. Once 24 hours have elapsed, orders generally enter the fulfillment phase and cannot be halted or altered.
Refused or Undeliverable Packages
If a package bounces back to us because it was refused, addressed incorrectly by the customer, or left unclaimed at a carrier facility, our team will reach out. You will be offered two choices: we can reship the parcel once you pay the secondary shipping fee, or we can issue a refund for the product’s value minus the original shipping cost and any return-to-sender penalties incurred.
Lost, Stolen, or “Delivered” but Not Received
Should your tracking link state ‘delivered’ but the parcel is missing, immediately check with neighbors, household members, and your building’s management. If 48 hours pass and the package is still lost, email contact@urbansatchel.com with your order ID so we can trigger a formal carrier trace. For packages officially deemed lost or stolen in transit by the carrier, we will organize a free replacement or a full refund based on the investigation’s conclusion.
Refund Processing Time
After your return arrives at our facility and passes the quality inspection, your refund will be triggered to the original payment method utilized during checkout. Please allow 5 to 7 business days for the funds to officially clear and reflect in your bank account, subject to your financial institution’s processing speeds.
Related Policies
For complete information about your purchase, please also review the other policies that govern your shopping experience at urbansatchel.com, including our Terms & Conditions, Privacy Policy, Shipping Policy, Payment Policy, Disclaimer, and Do Not Sell My Information notice.
Contact Information
Website: urbansatchel.com is owned and operated by NOLAVIA LIMITED
Company Name: NOLAVIA LIMITED
Company Number: 80579318
Business Address: UNIT 2904-05, 29/F, UNIVERSAL TRADE CENTRE, 3 ARBUTHNOT RD, CENTRAL, HONG KONG
Email: contact@urbansatchel.com
Phone: +1 (325) 283-9757
Contact Form: Click here
Hours of Operation: Our dedicated support team is available Monday through Friday, from 8:00 AM to 6:00 PM Pacific Time (PT).
Service Commitment: We are committed to responding to all inquiries promptly, typically within 1 business day.