Return Policy

At Urban Oasis, we aim to ensure every customer is fully satisfied with their purchase. Each independent seller on our platform agrees to uphold our standard Return Policy for the benefit of both buyers and sellers.

Individual sellers may choose to offer even more flexible return options, but never stricter ones. In case of any discrepancy between an individual seller’s policy and ours, the Urban Oasis Return Policy will take precedence.

How to Request a Return

If you are not satisfied with your purchase:

  1. Contact the Seller
    Reach out to the seller via email or phone within 3 days of delivery to request a return and refund.

  2. Seller Response
    The seller will respond to your return request within 3 days.

  3. Return the Item
    Once your return is acknowledged, send the item back within the next 3 days.

    • Use the original shipping carrier (unless otherwise agreed in writing).

    • Ship the item in its original packaging, insured for its full value.

    • The item must be in the same condition as received, with all tags and identifiers intact.

    • Delivery tracking and a receipt of delivery are strongly recommended.

  4. Return Shipping Costs
    Buyers are responsible for return shipping and insurance unless a different arrangement is made with the seller.

  5. Refund Process
    Once the returned item is received and verified to be in its original condition, the seller must issue a full refund within 3 days.
    Refunds made by check or money order must be sent using a traceable method with confirmation of delivery.

Additional Return Policy Details

  • Sellers are encouraged to offer full refunds rather than partial refunds.

  • Some shops may have more generous return terms listed in their individual Terms of Sale.

  • Returns do not apply to:

    • Items purchased on layaway — policies vary by shop.

    • Custom-made items — especially those from art and artisan sellers.

  • For items damaged in transit, see the process below.

  • If you experience an issue and need help, contact Urban Oasis Customer Support within 90 days of your purchase.

What to Do if Your Item Arrives Damaged

Please do not return items that arrived damaged, as this will void any shipping insurance.

Steps to follow:

  1. Ensure the Item Was Insured
    Insurance is typically required unless the buyer explicitly declined it during checkout.

  2. Contact the Seller Immediately
    Notify the seller about the damage as soon as possible.

  3. File a Claim
    Claims must be made through the shipping carrier or third-party insurance provider.
    Keep all original packaging and item components, as they will be needed during the inspection.

  4. Assistance With the Claim
    If you’re filing the claim, the seller will provide any necessary insurance details to assist in the process.

Important Note

While we strive to facilitate a smooth and secure transaction, Urban Oasis acts solely as a platform provider. In cases where disputes fall outside the scope of this Return Policy, buyers and sellers must work together to reach a resolution. Urban Oasis is not liable for the outcome of such transactions.