Refund policy


Return Policy

This Return Policy applies to all purchases made at IS Urban Movement.
If you have any questions, please contact us at info@is-urbanmovement.com.

1. Return Period

You may request a return within 14 days of receiving your order.

2. Return Conditions

To be eligible for a return, the item must be:

  • in the same condition in which you received it
  • unworn and unused
  • with tags and in the original packaging
  • free from odors, stains, or signs of wear
  • accompanied by proof of purchase

Items sent back without first requesting a return will not be accepted.

3. How to Start a Return

To begin a return, email us at info@is-urbanmovement.com.

If your return is approved, we will send you instructions and the return address.
All returns must be shipped to Belgium (Brussels).

4. Return Shipping Costs

  • If the item is returned due to a defect or an error on our part, we cover the return shipping costs.
  • If the item is returned for other reasons (did not fit, changed your mind, etc.), the customer is responsible for return shipping costs.

5. Refund of Shipping Fees

We refund the cost of standard shipping.

6. Damages and Issues

Please inspect your order upon delivery.
If the item is damaged, defective, or if you received the wrong item, contact us immediately so we can resolve the issue.

7. Non‑Returnable Items

Some items cannot be returned or exchanged, including:

  • personalized products

  • made‑to‑order items

  • IS Urban Movement branded products

 

Personalized Items

Items made with custom designs or personalization cannot be returned, except in cases of defects or manufacturing errors.

Swimwear and Sports Bras

For hygiene reasons, these items can only be returned if:

  • they have not been tried on,
  • the hygiene seal is intact,
  • there are no signs of wear.

Other Non‑Returnable Categories

items that are used or damaged by the customer

8. Exchanges

The fastest way to receive a different item is to return the one you have.
Once your return is approved, you may place a new order.

  • 9.EU 14‑Day Cooling‑Off Period

  • If your order was delivered within the European Union, you have the right to cancel or return your order within 14 days without providing any reason. This right does not apply to:

    • personalized items

    • items that cannot be returned for hygiene reasons (swimwear, underwear) if they have been opened or tried on

10. Refunds

After we receive and inspect your return, we will notify you whether the refund has been approved or denied.

If approved:

  • the refund will be issued to your original payment method within 10 business days
  • your bank or payment provider may require additional time to process the refund If more than 15 business days have passed since your return was approved, please contact us at info@is-urbanmovement.com