Return Policy

URBAN LOOTS – RETURNS & REFUNDS POLICY

Last Updated: November 28, 2025

At Urban Loots, we want you to love what you order. If something isn’t right, we’ll work with you to make it right, within the guidelines below.

This Policy is part of our Terms of Service and applies to all purchases made through our online store.

1. Returns Window

Standard Returns

You may request a return within 30 days of delivery for most items.

Holiday Gift Extension

To support holiday gifting, orders placed between November 29 and December 24, 2025 may be returned until January 15, 2026, as long as the items meet the eligibility rules below.

2. Return Eligibility (What Can Be Returned)

To be eligible for a return:

  • Items must be unused, unwashed, and in original condition

  • Items must be in original packaging (if applicable)

  • You must provide proof of purchase (order number or receipt)

We reserve the right to refuse returns that show signs of wear, use, damage, or missing parts not due to our error.

3. Items That Are Final Sale / Not Returnable

Because of hygiene and safety reasons, the following are final sale and cannot be returned or exchanged, unless they arrive damaged or defective:

  • Candles & Cozy Scents that have been used, lit, or opened

  • Gifts & Treats / food or consumable items once opened

  • Any personal care / body products once opened (if applicable)

  • Gift cards and digital products

  • Clearance or final sale items marked “Final Sale”

Ontario law does not give a general right to return goods just for change of mind, so these exclusions are enforceable as long as disclosed clearly.

4. Damaged, Defective, or Wrong Items

If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery at sales@urbanloots.com

with:

  • your order number

  • clear photos of the item and packaging

  • a short description of the issue

We will cover return shipping (if needed) and offer one of the following:

  • replacement (if available)

  • full refund

  • store credit (if you prefer)

5. Return Shipping Costs

  • Customer-initiated returns (change of mind): you are responsible for return shipping costs.

  • Our error / defective items: we cover return shipping.

We recommend using a tracked shipping method, since Urban Loots is not responsible for returns lost in transit.

6. Refunds

Once we receive and inspect your return:

  • We’ll email you confirmation of approval or rejection.

  • Approved refunds will be issued to your original payment method within 5–10 business days, depending on your bank/processor.

Original shipping fees are non-refundable, except when the return is due to our error or a defective product.

7. Exchanges

We don’t offer direct exchanges through the website right now.
If you want a different item, please:

  1. return the original item (if eligible), then

  2. place a new order.

If an item is defective or we sent the wrong one, we will replace it (if available) or refund you.

8. Local Pickup Returns

If you selected local pickup, you can return eligible items:

  • by bringing them back to us, or

  • by shipping them back to the return address provided after approval.

Returns still require approval by email first.

9. Cancellation Rights Under Ontario Law

Ontario’s Consumer Protection Act provides cancellation/refund rights in certain situations (for example, if required disclosures were not provided or delivery obligations were not met). These rights apply regardless of this Policy.

10. How to Start a Return

Email sales@urbanloots.com

with:

  • your order number

  • the item(s) you want to return

  • the reason for return

  • photos if the item is damaged/defective

We’ll reply with return approval and instructions.