Refund and Returns Policy

Urban Textiles Limited Goods Return Policy for Personal Protective Equipment (PPE)

At Urban Textiles Limited, we prioritize the safety and satisfaction of our customers. This policy outlines the terms and conditions for returning Personal Protective Equipment (PPE) purchased from our company.

1. Eligibility for Returns

  • Unused and Unworn: PPE items must be in their original condition, unused, unworn, and with all tags and labels attached.
  • Original Packaging: Products must be returned in their original packaging, including any boxes, bags, or containers.
  • Proof of Purchase: A valid receipt or proof of purchase from Urban Textiles Limited is required.
  • Timeframe: Returns must be initiated within 5 days of the original purchase date.

2. Non-Returnable Items

Due to hygiene and safety concerns, the following PPE items are non-returnable:

  • Face Masks and Respirators: Unless defective or damaged upon receipt.
  • Ear Plugs: Unless defective or damaged upon receipt.
  • Disposable Gloves: Unless defective or damaged upon receipt.

3. Return Process

To initiate a return, please follow these steps:

  1. Contact Customer Service: Reach out to our customer service team via phone or email to request a Return Merchandise Authorization (RMA) number.
  2. Provide Information: Provide the RMA number, order number, and reason for the return.
  3. Return Shipping: Pack the items securely in their original packaging, including the RMA number. You are responsible for the cost of return shipping.
  4. Inspection: Returned items will be inspected upon receipt to ensure they meet the return criteria.

4. Refunds and Exchanges

  • Refunds: If the returned item is eligible, a refund will be issued to the original payment method.
  • Exchanges: If you wish to exchange the item for a different size, color, or style, please indicate your preference when contacting customer service.

5. Damaged or Defective Items

If you receive a damaged or defective PPE item, please contact customer service immediately. We will arrange for a replacement or refund, including any shipping costs incurred.

6. Disclaimer

Urban Textiles Limited reserves the right to refuse any return that does not meet the criteria outlined in this policy. This policy may be subject to change without prior notice.

Contact Us

For any questions or concerns regarding our Goods Return Policy, please contact our customer service team:

  • Phone: 0726 613 117 or 0703 209 218

Email: info@urbantextiles.co.ke