Cancellation & Refund Policy

Please review the following policies carefully so you know what to expect if you need to cancel an order or report an issue with your delivery.

Order Cancellations

You may cancel your order within 24 hours of placing it. This 24-hour window allows us to adjust production and fulfillment before work begins. To cancel, simply contact our customer service team with your order number. Please note that after 24 hours, cancellations are no longer accepted, as orders move quickly into processing or production. If you cancel in time and a payment has already been processed, we will convert the amount into store credit (see Store Credit Policy below), since we do not issue refunds in any case.

Return Eligibility

Urbanfry Homes does not accept returns for change of mind, design choice, or other reasons unrelated to product issues. All sales are final except in the limited cases described below. The only items eligible for return or exchange are those that arrive damaged, defective, or incorrect. We ask that you inspect your items upon delivery. If an item is not as ordered or has a manufacturing fault or shipping damage, it qualifies for resolution under our damaged/defective policy. No other returns or refunds are permitted.

Damaged or Defective Products

If your order arrives with damage, defects, or you received the wrong item, we are here to make it right. Please report the issue within 48 hours of delivery (see below for how to do this). We will arrange and cover return shipping for the affected item at no cost to you. Depending on availability, we will then:

Replace the item: If the same item is in stock, we will ship you a new one promptly
Issue store credit: If we cannot provide a replacement (for example, the item is out of stock) or if you prefer, we will grant you store credit for the full item price.

Either way, we will handle the process quickly and make sure you' re not left empty-handed. (Again, note that we do not provide cash refunds; we resolve issues with replacements or credit.)

Made-to-Order Products

Custom or made-to-order items are created just for you, so please choose carefully. Once production on a custom piece has begun, we cannot cancel or return that order. These items are final sale once they are in production. The only exception is if a made-to-order item arrives with confirmed transit damage or a manufacturing defect. In that case, please follow our damaged/defective process: we will arrange return shipping and then repair, replace, or issue store credit for the item as described above.

Store Credit Policy

Urbanfry Homes does not issue cash refunds under any circumstances. If a refund would normally apply, we instead provide store credit. Store credit is equal to the full purchase price of the item (excluding any shipping fees) and will be issued to your Urbanfry Homes account. It has no expiration date and can be used toward any future purchase with us. Store credit cannot be redeemed for cash and is non-transferable. You can apply the credit at checkout just like a gift card.

How to Report a Return

To report a damaged, defective, or incorrect item, please act promptly (within 48 hours of delivery). Here's how:

1. Contact Us Quickly: Reach out to our customer service team right away with your order number and a brief description of the issue. Timely notice helps us resolve things faster.
2. Provide Photos: Take clear photos of the problem — include the packaging and the item so we can see the damage or defect. Attach these photos to your message or upload them as directed.
3. Follow Our Guidance: After you've submitted your report, our team will review the information and get back to you. We'll give you a return shipping label or arrange pick-up (at our expense), and let you know whether a replacement or store credit will be issued.

We value your satisfaction and will work quickly to make things right when errors occur. Thank you for choosing Urbanfry Homes; we appreciate your trust in our quality and service.