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Return and Exchange Policy
Our Return Policy
Order Review
Only one exchange request per order is allowed within 14 days of purchase, and exchanges are granted only if specific conditions are met and exclusions do not apply.
Return / Exchange with Quality Issues
If you have purchased a product with quality problems from the website, you may request a return or exchange within 14 days from the date of purchase. Quality problems must be verified by our after-sales service center and should meet the return / exchange conditions listed below. Please note the following:
- Small threads, raw edges (commonly seen on apparel / bags), color differences due to different monitors, thickness of the products, running threads, hand-feel, and similar details are not recognized as quality issues.
- Return / exchange for reasons such as style, color, and subjective preferences do not apply to products with quality issues.
- Damage caused by improper use, washing, or alteration, or other human factors will not be considered as a quality issue.
- Products clearly indicated with defects at the time of purchase, such as B-grade or products with identified cosmetic defects, are not considered as quality problems and are not accepted for return or exchange.
- When selecting the size, please refer to the size chart and choose accordingly. The customer service team can only provide suggestions but cannot be the sole basis for your final purchase decision. If the return / exchange is related to size, it does not apply to products with quality issues.
- The size specifications of the product should be subject to the actual product.
Return / Exchange Exclusions
- Products not sold through Urban Stranger’s online or physical store;
- Products purchased during specific offers or promotional events that explicitly state no return or exchange is allowed;
- Customized products without quality problems;
- Products that have been used, washed, processed (e.g. altered in size), soiled, damaged, or have their logos cut, and other merchandise not in a re-saleable condition;
- Loss of the electronic invoice or order number issued at the time of purchase;
- Orders that exceed the specified return / exchange period;
- Products that were clearly indicated with defects at the time of purchase and then returned / exchanged with defective reasons;
- Any other circumstances in which the consumer has no right to return / exchange according to this policy and the applicable law.
In case of any disputes, Urban Stranger Company Limited reserves the right of final decision.
Return Address
Unit 8, 32nd Floor, Cable TV Tower, No.9 Hoi Shing Road, Tsuen Wan New Territories, HK
For exchanges initiated by the customer, the customer is responsible for all associated costs, including return shipping and any additional fees (e.g., customs duties) incurred during the return or re-delivery process.
