Refund policy
Quality, warranty, and after-sales service
URBAN sells only high-quality products intended for professional use. The online store is exclusively for professionals in the beauty and cosmetics field, including makeup, manicure, pedicure, skin cleansing, waxing, and similar services. Therefore, by making a purchase in this domain, the user confirms and guarantees that the goods will be used exclusively for professional purposes, excluding any domestic use or final consumer use.
Since these transactions occur within professional relationships, the consumer goods sales legal regime generally does not apply. Without prejudice to the above, if the consumer goods sales regime is applicable, these products are covered by a conformity warranty of 2 (two) years for products delivered until 12/31/2021; or 3 (three) years for products delivered after 01/01/2022. It is noted that when the 3-year warranty applies, any non-conformity manifesting within two years from the delivery date is presumed to have existed at delivery, unless incompatible with the nature of the goods or the non-conformity characteristics. If non-conformity appears in the third year, the buyer must prove it existed at delivery.
There is no non-conformity when, at the time of contract conclusion, the consumer was unequivocally informed that a particular characteristic of the good deviated from the legal conformity requirements and accepted this deviation separately, expressly, and unequivocally.
Except for this exception and in all other cases, all products sold on www.urbandesigncare.pt are covered by the legally applicable warranties for the specific case.
If the purchased product shows defects or malfunctions, the user must report the issue within a maximum of 30 (thirty) days after becoming aware of the defect and within six months after delivery to URBAN Customer Service, providing the order number and a description of the defect or malfunction:
By email: info@urbandesigncare.pt
By mail: Avenida Francisco Sá Carneiro, n.º54, 4520-164 Santa Maria da Feira – PORTUGAL.
By phone: +351 913 200 951 (Call to national mobile network) Monday to Friday from 10 a.m. to 6 p.m.
Return or collection costs within the warranty period will be borne by URBAN.
After receiving the item at URBAN’s facilities, it will be inspected.
The diagnosis of non-conformity verification will be carried out within an expected period of 30 (thirty) days, except when a longer period is justified and necessary for valid reasons.
In case of proven non-conformity, the item will be repaired or replaced if repair is not possible. In this case, URBAN will send the repaired or new item to the user’s address at no additional cost.
If the item is no longer available and cannot be repaired, URBAN will refund the customer the amount paid, including shipping and return costs.
If URBAN’s inspection reveals signs of misuse and/or any problem that may have caused the defect or malfunction (e.g., drop damage), the customer will be contacted to indicate whether they wish to proceed with the repair, if possible, at their own cost.
Products sold in the URBAN store may not exactly match the real product in terms of image and colors due to the browser and/or monitor used.
Shipping and delivery
Products ordered from the URBAN online store will be shipped and delivered on business days, Monday to Friday. We can only guarantee proper delivery if the shipping address is correctly provided by the buyer. Someone must be present at the address to receive the order. This service does not include scheduling or appointment, so delivery will be made without prior notice from the carrier.
An order is considered delivered upon confirmation by the carrier.
At delivery, the buyer should inspect the packaging and products for any damage. If the products are damaged, the buyer should reject the order and return it to the seller’s facilities. If URBAN confirms the order or products were damaged, it will resend the order or refund the amounts paid for the order and shipping upon receipt and completion of the damaged order process.
After the order is registered, payment confirmed, and all items available, the seller commits to having the products available at the physical store chosen by the user within 2 business days or to proceed with shipping observing the following delivery times:
– Mainland Portugal – Within a maximum of 5 business days
– Madeira and Azores Archipelagos and Spain, between 5 to 10 business days
– European Union (except Portugal and Spain), approximately between 5 to 15 business days.
The seller is not responsible for delays or failure to fulfill any obligation due to force majeure, i.e., an event, act, or omission beyond its reasonable control.
Cancellation or right of withdrawal
Goods produced according to user specifications or clearly personalized cannot be canceled.
If the products are not made to user specifications or clearly personalized, and as a remote purchaser of our products in our online store, the user has the right to withdraw from the contract within 14 (fourteen) days after receiving the products, without needing to state any reason.
The withdrawal period expires 14 days from the day after the user or a third party indicated by them, other than the carrier, takes physical possession of the goods, or, in the case of multiple goods in one order, the day after the user or third party takes possession of the last item.
To exercise the right of withdrawal, you must inform us – Urban Nail Design Care, Unip. Lda, Av. Francisco Sá Carneiro, nº 54. 4520-164 Santa Maria da Feira, tel: 913200951 (Call to national mobile network), email: info@urbandesigncare.pt – of your decision to withdraw from this contract by an unequivocal statement (e.g., a letter sent by post or email). You may use the withdrawal form available at: https://www.urbandesigncare.pt/devolucoes/, but this is not mandatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the withdrawal period expires.
In case of withdrawal, the customer will be refunded all payments made, including delivery costs (except for additional costs resulting from choosing a delivery method other than the least expensive standard delivery offered by URBAN), without undue delay and no later than 14 (fourteen) days from the date URBAN is informed of the user’s decision to withdraw.
We will refund using the same payment method used in the initial transaction unless expressly agreed otherwise; in any case, you will not incur any costs as a result of the refund.
We may withhold the refund until we have received the returned goods or you have provided proof of shipment, whichever occurs first. You must return the goods without undue delay and no later than 14 days from the day you inform us of the withdrawal. The deadline is met if you return the goods before the 14-day period expires.
The user must bear the direct costs of returning the goods, according to postal service charges, and is only responsible for any depreciation of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.
If the customer paid by bank transfer, they must provide their bank details to our Customer Support when starting the return process. This information is necessary to process the refund to their account.
The exercise of the right of withdrawal depends on the following conditions:
- the items purchased are returned within the legal period and in proper condition;
- the products have not been used or washed;
- the products retain their original characteristics and are complete;
- the products have not been altered or modified;
- the buyer bears all return shipping costs.
Orders for personalized products cannot be canceled before shipping, as the personalization process begins immediately after order receipt and payment. These items can only be returned if they present defects or non-conformities related to the ordered products.