Return/Exchange Policy

At The Urban Trail, we want you to be completely satisfied with your purchase. That's why we offer a 30-day return/exchange policy, starting from the day your order is shipped. To initiate a return or exchange, please contact us for pre-approval either via email at sales@theurbantrail.com or by visiting our Contact Us page before returning the product. Any returns received without prior approval will be denied.

Eligibility for Return/Exchange

We assess returns for exchange on a case-by-case basis, considering factors such as product usage and condition:

  • Used or incomplete products are not eligible for exchange.
  • Custom Jeepy Screens may be exchangeable if they do not match the provided pattern.
  • Damaged items or those with strong odors are not eligible for exchange, except in specific cases.
  • Products ordered in error may be exchangeable, with the customer bearing shipping expenses and potential price differences.

Refunds are considered in limited circumstances:

  • Used or incomplete products are not eligible for refund.
  • Damaged items or those with strong odors are generally not eligible for refund.
  • Custom Jeepy Screens matching the provided pattern are not eligible for refund.
  • Refunds may be applicable for products with extreme fitment issues, orders placed in error, or defective products (case-by-case basis), subject to certain conditions.

Shipping of Returns/Exchanges

Unless otherwise communicated, customers are responsible for all shipping expenses related to returns or exchanges, and these expenses are non-refundable. We recommend using a shipping method with tracking and considering shipping insurance, especially for products over $50. We cannot guarantee receipt of returned products and will not refund products not received.

Make certain that you have reached out to us to determine the correct address to ship your return/exchange to.

Order Cancellation

Orders, including accidental ones, must be canceled within 24 hours of order placement to avoid a 10% processing fee. Orders cannot be canceled after shipment.

Processing Times

Exchanges are treated as new orders, with similar wait times to the original order plus shipping time. Refunds are generally processed on the day we receive the returned item(s), with an additional 12–72 hour processing time by most receiving banks.