Refund policy

Urban Counter Return & Refund Policy

To request a return or report a problem, email zaydonstarr24@gmail.com with your order number, the item concerned and details of your request. Photos can help us assess damage or an incorrect item, but do not replace your applicable consumer rights.

1. Change-of-mind returns

Please request a change-of-mind return within 14 days of receiving your order. Eligible items must be unused, unworn and unwashed, with original tags and packaging. Please provide your order confirmation or other proof of purchase.

For an eligible change-of-mind return, you are responsible for the return delivery cost. If we arrange courier collection, our R100 collection fee will be disclosed before collection and deducted from your refund. This fee does not apply where we are responsible for return costs under applicable law.

2. Beauty, personal-care and hygiene items

For hygiene reasons, we generally do not accept change-of-mind returns of opened or used hair colour products, pimple patches or other personal-care items. Contact us about unopened items before returning them. Any exclusion applies only to the extent permitted by law and does not remove your rights where an item is defective, damaged, incorrect or not as described.

3. Defective, damaged or incorrect items

If your order arrives damaged, contains the wrong item or develops a defect, contact us as soon as reasonably possible. Your rights under South African consumer law, including the Consumer Protection Act where applicable, are not limited by this policy.

Where the statutory six-month implied warranty applies, the remedies available under the law include repair, replacement or refund. We will cover return costs where required by law, and will not deduct a change-of-mind collection fee from such a refund.

4. Arranging your return

Please contact us before sending an item back so we can provide the appropriate return instructions and confirmed return address. Do not send a parcel to an unconfirmed address. We will explain the collection or return process by email.

5. Refund processing

Once your return has been received and assessed, we will notify you of the outcome. Approved refunds are processed to the original payment method. We aim to process approved refunds within 1 to 3 business days after inspection. Your payment provider or bank may require additional time for the funds to appear.

We will not require you to accept store credit instead of a refund where you are legally entitled to a refund. If you have not received a refund within 10 business days of approval, contact zaydonstarr24@gmail.com so we can investigate.

6. Your consumer rights

Nothing in this policy excludes or limits any rights or remedies that cannot legally be excluded under applicable South African law. Where this policy conflicts with those rights, the applicable law takes precedence.