Important Information You Need to Know Before Ordering

 

Important Policies

1. Refund Policy

At BMILO URBAN, we strive to ensure a seamless shopping experience. Below is our policy regarding refunds:

  1. Refund Eligibility:
    Refunds are only issued if the order is canceled before shipment. Refunds apply in the following cases:

    • The item is unavailable.
    • The customer mistakenly places an order and requests cancellation before shipping.
    • A fraudulent order is identified and canceled by BMILO URBAN.

  2. Refund Process:

    • If payment is yet to be captured, a refund is not required. Instead, we will void the authorized payment with the buyer's bank. The bank will handle returning the payment to the buyer’s account.
    • If payment has already been captured, the refund will be processed through the original payment method. Please allow 7-10 business days for the refund to reflect.

  3. Cancellation Procedure:
    To cancel an order, contact us immediately at cs@bmilourban.com.

    • Cancellations and refunds are not possible after the order has been shipped.

2. Item Lost & Defective Item Policy

At BMILO URBAN, we take great care in processing and delivering your orders. However, we understand that unexpected issues can occur. Below is our policy for lost and defective items:

  1. Lost Items:

    • If you suspect your order is lost, contact us at cs@bmilourban.com as soon as possible.
    • We will confirm the delivery status with the courier to determine if the item is indeed lost.

    Resolution:

    • If the courier confirms the item is lost, we will arrange to send out a replacement order at the earliest possible time.
    • Refunds are not provided for lost items, as per our refund policy.

  2. Defective Items:

    • Notify us within 7 days of receiving the item.
    • Provide clear photographs of the defective product and email them to cs@bmilourban.com.
    • The defective item must be in its original, unused condition, including all packaging.

    Resolution:

    • Once verified, we will provide a replacement for the defective item.
    • If a replacement is unavailable, we may issue a store credit equal to the value of the defective item.

  3. Exclusions:

    • Items damaged due to misuse, improper handling, or wear and tear.
    • Claims made beyond the 7-day notification period.

3. Item Return for Sizing Change

We understand that sizing may not always be perfect. Below is our policy for returns due to size changes:

  1. Stock Confirmation:
    Contact us at cs@bmilourban.com to confirm stock availability for the desired size before returning the item.

  2. Buyer Responsibility for Costs:
    Buyers are responsible for the following costs:

    • Shipping the merchandise back to us for replacement.
    • Shipping the replacement merchandise back to the buyer.

  3. Other Restrictions:
    We do not accept returns, refunds, or replacements for reasons other than size changes or defective items.