Refund policy

 

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@urbanjngl.com. If your return is accepted, we’ll send you a return shipping label, as well as for instructions on how and where to send your package. The costs for the return label are the same as the regular shipping costs and vary per country. If your order came with free shipping, we will charge the normal costs of the country in question.

Please do not attempt to ship a made terrarium. We cannot accept returns on made terrariums or terrarium kits, but if you have any problems with these products please do get in touch with us.

Items sent back to us without first requesting a return will not be accepted.

We aim to process returns within 5 working days.

You can always contact us at info@urbanjngl.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

If a plant or moss received dies within 3 weeks of your receipt of it, we can send you a replacement under the strict condition that you have followed the instructions provided. It will be evident to us if instructions have not been followed. 

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as moss, flowers, or plants). Please get in touch if you have questions or concerns about your specific item.

We cannot accept returns for completed terrariums. We aim to incubate our terrariums for at least two weeks prior to sale to ensure the plants have settled. Care instructions will always be provided, however if plants or moss die in your terrarium within 3 weeks of receipt, we are happy to issue replacement plants or moss providing care instructions have been followed.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@urbanjngl.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@urbanjngl.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@urbanjngl.com.