Refund policy
REFUND AND RETURN POLICY
We want you to be satisfied with your purchase from Urban Diamond.
14-DAY RIGHT OF WITHDRAWAL
For products purchased online, you have the right to withdraw from your purchase within 14 days from the day you, or a person designated by you, receives the order, without having to provide a reason.
To exercise your right of withdrawal, you must inform us within this 14-day period by contacting:
Urban Diamond – Pensador S.à r.l.-S.
13, avenue de la Gare
L-1611 Luxembourg
Luxembourg
Email: support@urbandiamond.lu
RETURN CONDITIONS
To be eligible for a return, the item must be returned in the same condition in which it was received. It must be unworn, unused and complete, with all original tags, accessories and packaging.
Customers may inspect products in the same way they would reasonably inspect them in a physical store. We reserve the right to reduce the refund if an item has been handled beyond what is necessary to establish its nature, characteristics and proper functioning.
Please include your order number or proof of purchase with the return.
HOW TO REQUEST A RETURN
Before sending or bringing back an item, please contact us at support@urbandiamond.lu
and provide:
• Your full name
• Your order number
• The product you wish to return
• The reason for the return, if you wish to provide one
We will confirm the return instructions and the appropriate return address.
RETURN SHIPPING COSTS
For returns resulting from a change of mind or the exercise of the 14-day right of withdrawal, the customer is responsible for the return shipping and packaging costs.
We strongly recommend using a tracked shipping service. Urban Diamond cannot be held responsible for returned parcels that are lost or damaged during transport.
If the product received is defective, damaged or incorrect, please contact us immediately. Where the product does not conform to the order, Urban Diamond will cover the reasonable return costs in accordance with applicable consumer law.
FREE IN-STORE RETURNS
Online purchases may also be returned free of charge directly to our store:
Urban Diamond
13, avenue de la Gare
L-1611 Luxembourg
Luxembourg
Please bring the product together with your order confirmation or proof of purchase.
EXCEPTIONS
The right of withdrawal may not apply to:
• Products made to order, engraved,customised or clearly personalised
• Sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been removed
• Gift cards and other products excluded by applicable law
This does not affect your legal rights if a product is defective, damaged or not as described.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order as soon as it arrives. If an item is damaged, defective or incorrect, contact us promptly at urbandiamondshop@gmail.com with your order number and photographs of the product and packaging.
We will assess the issue and provide an appropriate solution in accordance with applicable consumer law.
EXCHANGES
If you need a different size or product, please contact us at support@urbandiamond.lu.
The fastest way to obtain another item is generally to return the original product in accordance with this policy and place a new order, subject to availability.
REFUNDS
Once we receive and inspect your return, we will notify you.
Approved refunds will be issued to the original payment method. Under the statutory right of withdrawal, we will refund eligible payments, including the cost of standard delivery. Any additional cost resulting from your choice of a more expensive delivery method will not be refunded.
We may withhold the refund until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.
Refund processing times may vary depending on your bank or payment provider.
If more than 14 days have passed since we confirmed your refund and you have not received it, please contact us at support@urbandiamond.lu.
CONTACT
For any questions concerning returns or refunds, contact:
Urban Diamond – Pensador S.à r.l.-S.
13, avenue de la Gare
L-1611 Luxembourg
Luxembourg
Email: support@urbandiamond.lu