Refund policy

BYURBANLAB RETURN, REFUND & REPLACEMENT POLICY

At ByUrbanLab, we want you to receive your furniture in good condition and enjoy a smooth shopping experience. If there is an issue with your order, please contact our Customer Service team as soon as possible so we can assist you.

1. DAMAGED, DEFECTIVE, MISSING OR INCORRECT ITEMS

If your item arrives damaged, defective, incomplete, or different from what you ordered, please contact us within 48 hours of delivery.

This includes:
- Delivery damage
- Visible scratches, dents or defects
- Missing parts or components
- Incorrect parts
- Incorrect product received
- Packaging damage that has affected the product

Please provide:
- Order number
- Product details
- Clear photos or videos showing the issue
- Photos of the outer packaging and shipping label, where applicable
- A short description of the issue

Please keep the original packaging, carton, accessories and components until the case has been resolved.

Depending on the issue, ByUrbanLab may arrange a replacement part, repair, product replacement, return, or refund where applicable.

2. ISSUES REPORTED AFTER 48 HOURS

Visible delivery damage, missing parts, incorrect items and packaging-related issues should be reported within 48 hours of receiving the product.

If a manufacturing defect becomes apparent after this period, the issue may be handled under the applicable ByUrbanLab Warranty Policy.

Warranty claims are generally resolved through repair or replacement of the affected component or product, subject to warranty assessment.

3. CHANGE OF MIND

Due to the bulky nature of furniture products, ByUrbanLab generally does not accept returns or refunds due to:
- Change of mind
- Incorrect colour or model selected
- Product not fitting the intended space
- Personal preference
- Incorrect measurements taken by the customer

Customers are encouraged to review all product dimensions, specifications, colours and features carefully before placing an order.

If a change-of-mind return is accepted on an exceptional basis, the product must be unused, unassembled, in its original condition and packaging, and complete with all parts and accessories.

Return delivery, collection and related logistics charges will be borne by the customer. Additional handling or restocking charges may apply.

4. RETURN ELIGIBILITY & NON-RETURNABLE ITEMS

Products that have already been assembled or used are generally not eligible for return or refund unless there is a verified manufacturing defect covered under warranty.

The following are generally not eligible for return or refund:
- Clearance or final-sale items
- Display units
- Customised or made-to-order products
- Products damaged due to misuse or accidental damage
- Products damaged due to improper assembly
- Products modified or repaired without authorisation
- Products showing normal wear and tear
- Products overloaded beyond the stated specifications
- Products without sufficient proof of purchase

5. PRODUCT APPEARANCE & MINOR VARIATIONS

Actual product colours may vary slightly from online images due to photography, lighting conditions, screen settings and material variations.

Minor differences in colour, texture, grain, stitching or finishing that do not affect the intended function of the product are not considered manufacturing defects.

6. RETURN CONDITION

For approved returns, the product must be returned with, where applicable:
- Original packaging
- All parts and components
- Accessories
- Manuals
- Free gifts

ByUrbanLab reserves the right to reject a return or make an appropriate deduction from the refund if the returned product is incomplete, used, damaged due to customer handling, or not returned in the agreed condition.

7. RETURN & COLLECTION CHARGES

For approved returns involving an incorrect item, verified delivery damage, or another issue attributable to ByUrbanLab, we will arrange the appropriate return, replacement or collection without additional return charges to the customer.

For approved returns not caused by an error or issue attributable to ByUrbanLab, return delivery, collection and related logistics charges will be borne by the customer.

Original delivery charges are generally non-refundable unless otherwise approved.

8. REFUNDS

Once an approved return has been received and inspected, we will notify you of the outcome.

If a refund is approved, it will be processed through the applicable payment method.

Please allow up to 7–14 working days after refund approval for processing. Actual crediting time may vary depending on the payment provider or bank.

Delivery and other service charges are generally non-refundable unless the return is due to an error by ByUrbanLab.

9. REPLACEMENTS & WARRANTY

Where only a specific component is damaged, defective or missing, ByUrbanLab may provide a replacement component instead of replacing the entire product where reasonably appropriate.

Approved replacements are subject to stock availability.

For manufacturing defects reported after the initial 48-hour period, please refer to the applicable ByUrbanLab Warranty Policy.

The warranty period begins from the date the customer receives the product and covers eligible manufacturing defects under normal usage conditions.

10. HOW TO SUBMIT A REQUEST

To request a return, refund or replacement, please contact our Customer Service team and provide:
- Order number
- Product details
- Name and contact details
- Description of the issue
- Clear photos or videos showing the issue
- Photos of the packaging and shipping label, where applicable

Please do not return any product before receiving confirmation from our Customer Service team.

Unauthorised returns may not be accepted.

ByUrbanLab reserves the right to assess each request based on the product condition, nature of the issue and the applicable return or warranty terms.