Once we receive your order we get to work on it right away. However, we also understand that because this is a custom product you may wish to change or cancel your order. We offer you a 24 hour period from the time you place your order to do so. If you have any questions or concerns, please call our Customer Service Team.
We want you to love your purchase. As such, Urban Lampscapes accepts returns (in new, uninstalled condition and original packaging) within 15 days of receipt, unless otherwise noted on the product page. Contact our Customer Service Team to initiate a return merchandise authorization (RMA). You are responsible for shipping the product back to us and we will refund the purchase price (less the cost of shipping) within 10 days of receiving and inspecting the product. To ensure it arrives safely, we recommend that you return the product using the same shipping method and carrier we used to send it to you. You must initiate shipment within 10 days of receipt of the RMA#.
Items marked “Nonreturnable” may not be cancelled or returned. Custom or made-to-order and certain large volume orders are also non-cancellable and non-returnable.
Unfortunately, fragile items are sometimes damaged in shipping. We do insure our shipments, and ask that you inspect all items individually once they arrive to ensure they are in proper working order.
If your item arrives damaged or with parts missing, you must notify us within 3 days of receipt of the item(s). We will arrange a prompt replacement of the item. We will also request that you provide photos of any damaged product, along with the product packaging. Please contact our Customer Service Team and we will be happy to replace the item or send replacement parts as soon as possible.