Refund & Return Policy
Last Updated: January 2026
30-Day Return Policy
We want you to be completely satisfied with your purchase. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
How to Initiate a Return
To start a return, you MUST contact us at urgownonline@163.com first.
⚠️ IMPORTANT: Do NOT send items back to the address on the shipping label. The address on the package is often a carrier distribution center or our manufacturing office, which cannot process returns. Items sent back to us without first requesting a return will not be accepted and no refund will be issued.
If your return is accepted, we will provide you with a Return Authorization and the correct local return address (if available) or specific shipping instructions.
Return Shipping Costs
To ensure transparency, here is how return shipping costs are handled:
- Defective, Damaged, or Wrong Item Received: Urgown will cover the return shipping costs. We will provide a prepaid shipping label.
- Customer Remorse (Changed Mind, Ordered Wrong Size/Color, Doesn't Fit): The customer is responsible for paying the actual shipping costs to return the item. Shipping costs are non-refundable.
Restocking Fees
We do NOT charge a restocking fee for returns that are returned in their original condition.
Damages and Issues
Please inspect your order upon reception and contact us immediately (within 48 hours) if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please include photos of the damage in your email to help us solve it faster.
Order Cancellations
You can cancel your order for a full refund if it has not yet been shipped. Please contact us immediately at urgownonline@163.com.
Once the package has been shipped and a tracking number has been generated, we cannot cancel the order. You will need to wait for the package to arrive and then proceed with the return process.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refund Process
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
- If approved, you’ll be automatically refunded on your original payment method within 5-10 business days.
- Please remember it can take some time for your bank or credit card company to process and post the refund too.
- If more than 15 business days have passed since we approved your return, please contact us at urgownonline@163.com.
Contact Information
If you have any questions about our return policy, please contact us:
Email: urgownonline@163.com
Phone: +86 18002535843
Address: Room 401, Fengsheng Building, East District, Guanlong Village, Xinwei Community, Xili Street, Nanshan District, Shenzhen, China
