Refund policy

This policy applies specifically to the URBANVOW Solar Sunflower Light.

A return or refund will only be considered after our support team has reviewed your request, approved it, issued a return ticket or request number, and provided the correct return address.

Please do not send the product back before receiving approval and return instructions from us.

1. Change of Mind Returns Are Not Accepted

We do not accept returns or refunds simply because you:

  • Changed your mind

  • No longer want the product

  • Expected the light to be brighter

  • Used or intended to use it in a shaded location

  • Preferred a different appearance, colour, or style

Please review the product description, images, and Product & Results Disclaimer carefully before ordering.

2. Product Must Be Unopened and Unused

A return is accepted only if the product is unopened and unused, except where our support team specifically approves otherwise after reviewing a reported issue.

For an eligible unopened return:

  • The product packaging must remain sealed

  • The light must not have been staked into the ground

  • The light must not have been switched on

  • The product must not have been used outdoors

  • All included components must remain in the package

The complete product includes the three flower heads, stems, stake, and side solar panel.

You may open the outer courier bag or shipping packaging to inspect the sealed product package.

However, once the actual product packaging has been opened or the product has been used, it will generally no longer qualify as an unopened return.

3. When You May Contact Us

You may submit a return or refund request if:

  • The courier package arrived visibly damaged and the product package inside remains sealed

  • You received the wrong product and it remains unopened

  • The courier packaging appeared tampered with at the time of delivery

  • A component is missing and the remaining product has not been used

  • A suspected manufacturing fault is reported and confirmed by our support review before continued use of the product

Approval is subject to verification of the information, photographs, videos, and other evidence provided.

4. Contact Support Before Returning Anything

Please contact us at support.urbanvow@gmail.com within 48 hours of confirmed delivery.

Use the following email subject:

Refund/Return Request – Order #[Your Order Number]

Please include:

  • Your order number

  • Clear photographs of the product packaging

  • Photographs of the outer courier packaging

  • A short description of the issue

  • An unboxing video of the courier package where you are reporting transit damage, tampering, or missing components

If you are providing an unboxing video, please do not open the sealed product packaging unless instructed to do so by our support team.

Submitting a request does not automatically approve a return or refund.

Our team will review the information provided and contact you with the outcome.

5. Return Ticket and Return Address

If your return request is approved, we will:

  • Provide a return ticket or request number by email

  • Provide the authorised return address in the same communication

Do not return the product until you have received both the return ticket and the authorised return address.

Products sent:

  • Before approval

  • Without a valid return ticket

  • To an unauthorised address

may not be accepted or processed as a valid return.

Once approval has been issued, the return must be dispatched within 48 hours of the approval email.

Please send the return tracking details or dispatch proof to us on the same day.

If the product is not dispatched within the approved timeframe, the return authorisation may expire and a new request may be required.

6. Restocking Fee and Return Postage

Approved eligible returns may be subject to a 25% restocking and processing fee, calculated on the applicable order value.

This amount will be deducted from the approved refund.

The customer is responsible for return postage unless the return is approved because URBANVOW supplied the wrong product or we specifically confirm otherwise.

Where applicable and permitted, the following charges may not be refundable:

  • Original shipping charges

  • Cash on Delivery charges

  • Payment-processing charges

  • Convenience or platform fees

Any deductions will be reflected in the final approved refund amount.

7. Approved Refunds

Once the returned product has been received and inspected, we will confirm whether the refund remains eligible.

The product must satisfy the approved return conditions, including remaining unopened and unused where applicable.

Approved refunds will generally be processed within 7–14 business days after inspection.

Any applicable restocking or processing deductions will be removed from the refund amount.

Where possible, the refund will be issued to the original payment method.

Your bank, card issuer, UPI provider, or payment service may require additional time to reflect the refunded amount.

8. Returns or Refunds We Do Not Accept

Returns or refunds will generally not be accepted for:

  • Change of mind

  • Opened or used products

  • Products returned without prior approval

  • Products returned without a valid return ticket

  • Products sent to an unauthorised return address

  • Expectations that the decorative light should illuminate a driveway, room, or large area like a mains-powered light

  • Courier delays after the parcel has been handed over to the shipping carrier

  • Incorrect or incomplete delivery information entered by the customer at checkout

  • Refused deliveries

  • Failed or refused Cash on Delivery orders

This policy does not limit any rights or remedies that may apply under applicable consumer law.