Refund policy

Refunds, returns, and withdrawal

URBANVELL sells print-on-demand apparel and a few lifestyle add-ons from a Shopify storefront operated by a Romania-registered merchant in Târgu Lăpuș, Maramureș, priced in USD.

This page has three parts:

  1. EU / EEA consumer withdrawal (14 days) — statutory, for a Romanian distance seller.
  2. Our shop policy for buyers outside that regime (including many US orders).
  3. Defects and Printify quality — what we do when the garment is wrong.

We do not sell cosmetics, food, plants, or perishable goods. Those template exceptions do not apply here and are not used below.

1. If you are a consumer in the EU or EEA — 14-day withdrawal

If you are a consumer (not a business) and you bought on urbanvell.com as a distance contract, you generally have 14 days to withdraw, without giving a reason.

How the 14 days are counted

  • The 14 days start the day you (or someone you name) receive the goods.
  • If one checkout is delivered in more than one package (common with Printify), the 14 days start when you receive the last package in that order.
  • You must tell us you are withdrawing before the 14 days end. You then have a further 14 days to send the goods back.

How to tell us

Use https://urbanvell.com/pages/contact. Say that you want to withdraw, and include:

  • your name and the email used at checkout;
  • the Shopify order number from your confirmation;
  • which line items you are sending back.

You may use the model withdrawal form used in the EU, or any clear statement. You do not have to use a particular phrase.

What we refund

  • We refund the price of the returned goods.
  • We refund the cheapest standard outbound shipping you paid for that order. We do not refund a more expensive shipping method you chose if a cheaper one was offered.
  • We refund by the same payment method you used, unless you agree otherwise.
  • We may wait to refund until we have the goods back, or until you show they have been sent, whichever is earlier.
  • We may deduct an amount if you handled the goods beyond what you would in a store (more than trying them on).
  • You pay return postage on a change-of-mind / statutory withdrawal; we pay it when the item is defective or not as described.

When the 14-day right does not apply (narrow, and honest)

EU law lets a trader refuse withdrawal for goods made to the consumer’s specifications or clearly personalized. URBANVELL’s public catalog has no monogram and no custom text. A hoodie or tee in a standard Art Sketch or logo design, in a size and color we already offer, is not personalized just because Printify printed it after checkout. Made-to-order is not the same as made-to-your-spec.

  • We will not hide the 14-day right behind a blanket “all POD is non-returnable” line.
  • We may treat a future made-to-spec item (a name, a date, a design you uploaded) as excluded. We do not sell that today.
  • Sealed goods that are not suitable for return for health or hygiene can be excluded once the seal is broken. In this catalog that is relevant to men’s boxers (and any future underwear). Unworn hoodies, tees, the letterman, the windbreaker, the cap, and similar apparel are not hygiene-sealed goods.
  • Digital downloads: we do not sell them. That exception is unused.

Condition of returned goods (EU withdrawal)

Try the item on as you would in a fitting room. Keep tags on if tags were attached. Do not wear it out, wash it as if it were yours, or damage the print. We can reduce the refund for diminished value beyond reasonable inspection.

2. If you are buying from the United States or elsewhere outside the EU/EEA withdrawal rules

There is no US federal 14-day cooling-off right for a Romanian web shop. UK consumers may have separate distance-selling rights.

  • Change of mind: because each piece is printed after you order, we do not offer a no-questions return on standard US / rest-of-world orders except where a local law says we must.
  • Wrong item, missing item, print defect, damage in transit: we will make it right (reprint, replacement, or refund). See section 3.
  • Size: size charts live on the product page as tables. A size that matches the chart but not your preference is a change of mind, not a defect — unless we sent a different size than you selected.

We would rather be plain about POD limits than promise a department-store returns desk we do not have.

3. Defects, mis-prints, and carrier damage

Tell us as soon as you can, with photos of:

  • the item (print, seams, labels);
  • the size / color vs. what you ordered;
  • the packaging if the box was crushed.

We will open the issue with Printify. Typical outcomes are a reprint or a refund of that line. Do not throw the item away until we say so. We may need it photographed on a flat surface, or rarely sent back.

4. What we will not do

  • We will not copy a generic “beauty / grocery / perishable / hazardous” returns list. Those products are not in this catalog.
  • We will not call a standard skyline hoodie “personalized” only to block a lawful EU withdrawal.
  • We will not invent order numbers, delivery day-counts, or a warehouse address we have not confirmed.
  • A promotional markdown does not cancel a defect claim, and it does not cancel EU withdrawal.

5. Exchanges

We do not run a warehouse, so we do not swap a size from the back room. An exchange is a refund or reprint plus a new order, or a Printify reprint into the size you need.

6. Contact

Contact form: https://urbanvell.com/pages/contact. Merchant city on the public shop object: Târgu Lăpuș, Maramureș, Romania.