14-Day No-Reason Return and Exchange Policy
Log in

Cart

Your cart is currently empty.

Continue shopping
Total
$0.00

Order Cancellation Policy

Ⅰ. Order Cancellation Policy Overview

Thank you for shopping with us.

To ensure your order is processed accurately and efficiently, please carefully read the following order cancellation policy before confirming your purchase.

Ⅱ. Conditions for Cancellation

You can request to cancel your order under the following conditions:

  • Within 72 hours after payment, provided the order has not been shipped.

  • Once the order has entered the shipping process, it is considered shipped and cannot be canceled.

  • Orders can only be canceled before they are processed or shipped.

Ⅲ. Non-Cancelable Situations

Orders generally cannot be canceled under these circumstances:

  • The order has already been shipped or handed over to the carrier.

  • The delivery fails due to incorrect shipping information or other critical details provided by the customer.

If the order has been shipped, you can still request after-sales support according to our Return, Refund, and Exchange Policy once you receive the goods.

Ⅳ. How to Submit a Cancellation Request

To cancel an order, please contact our customer support team using one of the following methods:

When submitting a cancellation request, please provide the following details:

  • Order number

  • Proof of payment (such as a screenshot or receipt)

  • A brief reason for the cancellation

Ⅴ. Review and Refund Process

Upon receiving complete information, we will review the cancellation request within 3 business days and notify you by email.

  • Refunds are typically only available for orders that have not been shipped or, in some cases, if the items are successfully intercepted or returned.

  • If the refund is approved, it will be processed back to the original payment method (e.g., Visa or Mastercard).

  • Refund processing times and fund transfer times may vary depending on your bank or payment provider.

  • If you do not receive the refund within a reasonable period, please contact our customer support team for further assistance.

Ⅵ. Data Protection and Privacy

Any personal information collected during the cancellation process will be handled according to Australian privacy laws, including:

  • Privacy Act 1988

  • Australian Privacy Principles (APPs)

This information will only be used for order cancellation and after-sales management.

If you wish to access, correct, or delete your personal information, please contact our customer support team.

Ⅶ. Contact Us

  • Address: 812 TOMMY LEE COOK RD, PALMETTO, GA, 30268-1591

  • Contact Number: +1(210) 336-9433

  • Email: client@urbannestz.com

  • Service Hours: Monday to Friday, 9 AM to 6 PM (Australia/Sydney, AEST/AEDT)

We process cancellation requests based on applicable Australian laws and this policy, ensuring a fair and reasonable approach while continually improving the overall customer experience.