Exchange/ Replacement & Refund Policy
At Urban Zen, each piece is thoughtfully designed and carefully produced to ensure it reaches you in excellent condition. Every product undergoes a quality check before it is packed and dispatched.
If you experience any issue with your order, our team will review the matter and assist wherever possible. Please read the policy below regarding replacements, exchanges, and customised items.
Return/ Refund Policy
Urban Zen does not offer returns or refunds.
In the rare event of a genuine product defect, requests may be reviewed for a replacement, subject to the conditions outlined below.
Replacement Requests
To ensure transparency and fairness, an unedited full video of the unboxing process is required for any replacement request.
The video must clearly show:
- The sealed package before opening
- The complete unboxing process without cuts or edits
- The condition of the product immediately after opening
Requests submitted without an unedited unboxing video will not be eligible for review.
All claims will be reviewed by our team based on the video provided. After review, the request may be approved or declined.
When Replacements are Approved
A replacement will only be provided in the case of:
- A genuine manufacturing defect
- Damage during transit
This applies to both customised and non-customised products.
If approved, the item will be replaced with the same product design and specification.
Alternative products, colours, or designs cannot be exchanged.
Color & Texture Variations
Slight differences between photographed colours and actual product colours may occur due to lighting, screen settings, and material characteristics.
Additionally, our products are created using 3D printing technology and finished individually. Because of this process, subtle variations in texture, colour tone, or visible layer lines may occur.
These characteristics are a natural part of the production process and are not considered defects. Replacement requests based on colour or texture variations will not be accepted.
Reporting an Issue
If you receive a product with a potential defect, please contact us within 48 hours of delivery at info@urbanzen.life
Please include:
- Your order number
- The unedited unboxing video
- Clear photographs of the issue (if applicable)
Our team will review the request and guide you through the next steps.
Order Cancellation
Orders may be cancelled within 6 hours of placement, provided production has not yet begun.
Once production has started, cancellations may no longer be possible.
To request a cancellation, please email info@urbanzen.life with your order number and reason for cancellation.