• Return & Refund Policy —IS Urban Movement

  (Effective July 2026)

  This Return & Refund Policy explains when and how customers may request a return, exchange, or refund for products purchased fromIS Urban Movement   (“we”, “our store”). It complies with the updated EU Consumer Rights Directive (2026), U.S. consumer protection rules, and Shopify requirements.

  1. General Return Eligibility

  We accept returns for eligible products within the legally required period, provided that:

  • the item is unused, unworn, unwashed

  • in original condition

  • with all tags and packaging

  Return requests must be submitted through our Return Request Form.

  2. Non‑Returnable Items (Legal Exceptions)

  Under the updated EU rules (effective July 2026), certain categories of goods are legally excluded from the right of withdrawal.

  IS Urban Movement  does not accept returns for:

  A. Personalized Products

  Items that are customized, made-to-order, or produced specifically for the customer.

  Examples:

  • custom prints

  • personalized text

  • custom color combinations

  • made-to-order apparel

    B. Branded Products (Urban Movement Logo)

    Products manufactured with the IS Urban Movement  logo, including:

    • printed apparel

    • embroidered apparel

    • accessories with branding

    These items are produced individually for each order and cannot be resold, therefore they are not eligible for return or exchange.

    This is legally supported by the EU 2026 update, which confirms that customized or individually produced goods are exempt from return rights.

    C. Hygiene-sensitive items

    If applicable (e.g., swimwear, underwear), unless unopened.

     

    4. Return Window (EU & USA)

    EU Customers

    Under the new 2026 EU rules:

    • Standard return window: 14 days from delivery

    • Exceptions apply to personalized and branded items (no return rights)

    USA Customers

    We offer a 14-day return window, unless the item is non-returnable.

    5. Damaged, Defective, or Incorrect Items

    If you receive a damaged, defective, or incorrect product, you must contact us within 7 days of delivery with:

    • order number

    • photos of the issue

    • description of the problem

    We will replace the item at no cost if the issue is confirmed by our fulfillment partner.

     

    6. Refunds

    Refunds are issued only when:

    • the returned item is eligible

    • the item is received and inspected

    • the return is approved

    Refund method:

    • original payment method

    • processing time: 5–10 business days

    Shipping fees are non-refundable, unless legally required.

    7. Exchanges

    We offer exchanges only for:

    • eligible non-personalized items

    • size or color changes (if available)

    Personalized and branded items cannot be exchanged.

    8. Order Cancellations

    Orders may be canceled within 1 hour of purchase. After production begins, cancellation is no longer possible.

    This is required by EU 2026 rules for custom-made goods.

    
    

    9. Return Shipping Costs

    • Customers are responsible for return shipping costs

    • We do not provide prepaid labels

    • If the return is due to our error, we cover the cost

      10. Abuse & Fraud Prevention

      We reserve the right to refuse returns in cases of:

      • excessive return activity

      • worn or used items

      • missing tags

      • fraudulent claims

      • unauthorized returns

      This is allowed under EU and U.S. consumer protection laws

 

11. Contact Information

For return requests or questions:

Електронна пошта:

liliiabasova9@gmail.com

info@urbanmovement.com

 Address: 

WesternBid

  Inc., 3500 W Hallandale Beach Blvd

Western Bid, Inc., 3500 W Hallandale Beach Blvd, Pembroke Park, FL 33023, USA