Return & Refund Policy

Last updated: January 2026

At Urban Vault, we operate globally and are committed to delivering premium sneakers with transparency, fairness, and respect for our customers worldwide. Please read this policy carefully before placing your order, as it explains your rights and responsibilities regarding returns, exchanges, and refunds.

By completing a purchase on our website, you agree to the terms outlined below.

1. Eligibility for Returns

You may request a return within 7 days of delivery, provided that:

• The product is unused, unworn, and in original condition

• All original packaging, tags, boxes, and accessories are intact

• The product shows no signs of wear, damage, or alteration

Requests made after this period may be refused.

2. Returns Due to Customer Preference

If you wish to return a product for personal reasons (such as dissatisfaction, change of mind, or style preference):

• The return shipping cost is fully the customer’s responsibility

• Original shipping fees are non-refundable

• A refund will be issued only after the product is received and inspected by our team

Refunds will be processed to the original payment method.

3. Size-Related Issues (Important)

Urban Vault does not offer free size exchanges.

We provide detailed and accurate size charts for all products. It is the customer’s responsibility to carefully review measurements before purchasing.

If the size does not fit:

• Returns are accepted at the customer’s expense

• Shipping costs (return + reshipping, if applicable) are not covered by Urban Vault

• Refunds are processed once the item passes inspection

Choosing the wrong size does not qualify as a product defect.

4. Defective or Incorrect Items (Our Responsibility)

If you receive a product that is:

• Defective

• Damaged

• Incorrect (wrong model, color, or size sent)

Please contact us within 48 hours of delivery with:

• Clear photos and/or videos showing the issue

• Your order number

In these cases:

• Urban Vault will cover all return shipping costs

• You may choose between a replacement or a full refund

• Refunds are processed after confirmation of the issue

5. Non-Returnable Items

The following items are not eligible for return or refund:

• Products showing signs of use or wear

• Items returned without original packaging

• Orders returned without prior authorization

• Promotional or clearance items (unless defective)

6. Refund Processing

Once your return is received and approved:

• Refunds are processed within 5–10 business days

• Processing times may vary depending on your bank or payment provider

• Any retained transaction fees, taxes, or duties are non-refundable, where applicable

7. International Orders, Duties & Taxes

Urban Vault ships worldwide.

• Customs duties, import taxes, and local fees are the responsibility of the customer

• These charges are non-refundable, even in the case of a return

• Refused or unclaimed shipments are not eligible for a refund

8. Abuse & Fraud Prevention

Urban Vault reserves the right to:

• Refuse returns from customers showing excessive or abusive return behavior

• Cancel or refund orders suspected of fraud or policy abuse

• Require identity or payment verification before processing refunds

These measures protect both our customers and our brand.

9. How to Request a Return

To initiate a return, please contact our support team with:

• Order number

• Reason for return

• Photos/videos (if applicable)

Returns sent without approval may be refused.

10. Contact Information

For any questions regarding returns or refunds, please contact our support team through the official channels listed on our website.

Urban Vault reserves the right to update or modify this policy at any time. Changes will take effect immediately upon publication on our website.

Thank you for shopping with Urban Vault.