Brand: Urban Apparel / The Urban Merch
Legal Entity: AMPHASTORE LLC (Wyoming, USA)
Last Updated: Dec 19, 2025
1. Policy Overview
Urban Apparel operates on a custom, made-to-order basis. As a result, refunds and returns are not offered by default. Exceptions may be considered only in serious, verifiable cases, at our sole discretion.
This policy is provided prior to payment and applies to all clients and orders placed with Urban Apparel / The Urban Merch.
2. Design & Consulting Services
Once design or consulting work has started, fees are not refundable by default because these are time-based, custom services.
If a client cancels after receiving designs, the full design fee is forfeited.
If a client becomes unresponsive for 30 days, the project is considered abandoned, and no refund is due.
3. Sampling
Sampling fees are non-refundable, including if the client dislikes the sample or decides not to proceed to bulk production.
If a sample has a clear production error, Urban Apparel will fix or remake the sample (as applicable) rather than issuing a refund.
4. Bulk Production
Once bulk production has started, all related payments are non-refundable.
“Production started” includes any of the following:
- fabric sourcing
- fabric cutting
- printing or embroidery
- stitching or assembly
Cancellations are allowed only before production begins.
5. Returns (Physical Goods)
Custom-made products are not returnable.
No refunds or returns are provided if the client simply does not like the product or regrets size or color choices after approval.
If goods differ materially from the approved sample, the matter will be reviewed on a case-by-case basis.
6. Defects, Damage & Claims
Valid defects may include:
- stitching issues
- print or embroidery mismatch
- fabric not matching the approved sample
Not considered defects include:
- size choice regret
- preference changes after approval
- minor variations within normal production tolerance
Reporting window: Issues must be reported within 48 hours of delivery, with clear photos and order references.
7. Shipping & Return Handling
If a return, correction, repair, or remake is approved, return shipping costs are the client’s responsibility unless otherwise agreed in writing.
Approved refunds (if any) are issued only to the original payment method.
8. Chargebacks & Disputes
Clients must contact us first to attempt to resolve any issue before filing a chargeback or payment dispute.
Filing a chargeback without prior communication may result in immediate suspension of services and we may refuse future service at our discretion, as permitted by law.
9. Exceptions
Urban Apparel reserves the right to make case-by-case exceptions at its sole discretion.
Any exception does not set a precedent and applies only to the specific case approved in writing.
10. Contact
For refund or return inquiries, contact us at: support@theurbanmerch.com
This is a sample page.
Overview
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail your product to: {physical address}.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at {email} for questions related to refunds and returns.
