Return, Refund and Cancellation Policy
Returns and Refunds
If you are not satisfied with your purchase, you may request a return within 30 calendar days from the date of delivery in order to receive a refund.
For customers located in the European Union, the legal right of withdrawal may be exercised within 14 days, in accordance with applicable consumer protection laws. This right may be exercised without the need to provide a reason.
After the maximum period of 30 days, returns or exchanges will not be accepted.
To be eligible for a return:
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The product must be unused
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In perfect condition
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And in its original packaging
To initiate a return, the customer must contact our Customer Support Team, who will provide the necessary instructions.
Return Shipping Costs
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In cases of change of mind or personal preference, the customer is responsible for the return shipping costs.
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Original shipping fees are non-refundable.
We strongly recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of returned items sent without tracking.
Refund Processing
Once the returned product has been received and inspected, we will send an email confirmation.
Refunds will be processed automatically to the original payment method used for the purchase via Shopify Payments.
The time required for the refund to appear on your card statement or bank account may vary depending on your bank or card issuer.
Order Cancellation
Orders may be cancelled within 6 hours after purchase confirmation.
After this period, the order may have already been transmitted to our operations center, making immediate cancellation no longer possible.
Defective Products
If you receive a product with a manufacturing defect, we will provide a replacement at no additional cost.
For assessment purposes, we may request photos or videos to verify the defect.
In cases of confirmed defects, return shipping costs will be covered by Marketurban.
Incorrect Shipping Address
It is the customer’s responsibility to ensure that the shipping address provided at checkout is correct.
If you believe an incorrect address was entered, please contact our support team within 6 hours of placing the order. Once order processing has begun, address changes cannot be guaranteed.
Lost or Stolen Packages
When tracking information indicates successful delivery, responsibility transfers to the shipping carrier.
However, our support team will assist customers in opening claims with the carrier when necessary.
Orders without confirmed delivery status may be reviewed on a case-by-case basis.
Duties, Taxes and Customs Fees
The customer is responsible for any international shipping fees, VAT, customs duties, taxes, or other charges imposed by local authorities.
Marketurban is not responsible for delays caused by customs clearance processes.
Disputes and Chargebacks
Before initiating a dispute or chargeback with a bank or card issuer, customers are encouraged to contact our Customer Support Team.
Most issues can be resolved quickly and efficiently through direct communication with our support.