We want you to feel confident when shopping with The Urban Hawk. If something isn’t right with your order, we’ll do our best to resolve it quickly and fairly. Please read the policy below before requesting a return, replacement, or refund.
Return Period
- You have 30 days from the date your order arrives to request a return.
- Once your returned item reaches us, our team will inspect it. If your return is approved, we’ll process the replacement or refund.
Return Requirements
- To be eligible for a return, the item must meet the following conditions:
- The product must be unused, unworn, and unaltered.
- All original tags, labels, and packaging must still be attached.
- Returns may be requested for eligible reasons, including sizing, personal preference, damaged or defective items, or incorrect items.
We may ask you to provide clear photos or a short video to help us review the issue before approval.
Returns that do not meet these conditions may not be accepted.
Items That Cannot Be Returned
The following items are excluded from our return policy:
Custom-made jackets, unless they arrive damaged, defective, or incorrect.
Products that show signs of use, have been washed, altered, or are returned without their original tags or packaging.
How to Start a Return
If you need to return an item, contact our customer support team through any of these channels:
- Email
- WhatsApp
- Website Contact Form
- Once we review your request, we’ll guide you through the return process.
Refunds
After your returned item has been received and approved, your refund will be processed within 7 business days.
Refunds are normally sent back to the original payment method. Depending on your bank or payment provider, it may take a few additional business days before the amount appears in your account.
Replacements
If you’d rather receive another item instead of a refund, you can request a replacement.
Replacement orders are processed after your return request has been approved and are subject to product availability.
Return Shipping
Who pays the return shipping depends on the reason for the return.
If we’ve sent the wrong item or the product arrives damaged or defective, we’ll cover the return shipping cost.
If you’re requesting a return for an approved size exchange, personal preference, or another eligible reason, the return shipping cost will be your responsibility.
Delivery charges may apply when a replacement is requested due to size selection or personal preference.
Size-Related Requests
If the size isn’t quite right, you may request a replacement or refund as long as the jacket meets the return requirements listed in this policy.
Service Availability
Due to shipping restrictions, we are currently unable to accept orders from certain locations. Customers in those regions will not be able to complete a purchase through our website.
Order Cancellation
If you change your mind within 24 hours of placing your order, you may cancel your order for a full refund, provided it has not been shipped.
After 24 Hours: If you cancel your order after the first 24 hours but before it has been shipped, a 20% restocking fee may apply.
Orders cannot be cancelled after they have been shipped. Once an order has been shipped, customers may request a return after delivery according to the return requirements in this policy.
Changes to This Policy
We may update this Return & Refund Policy whenever necessary. Any changes will become effective once they are published on this page.
By placing an order with The Urban Hawk, you confirm that you have read and agreed to the terms of this Return & Refund Policy.
Return Locations
We accept returns through our return facilities in Pakistan, the USA, the UK, and the Netherlands. Customers must return their order to the same country from which the parcel was originally shipped. Our support team will provide the appropriate return address and return instructions before the item is sent back.
Customer Returns & Exchanges
If a customer wishes to return or exchange an item for personal reasons, the return shipping cost is the customer's responsibility. The customer must arrange and pay for the return shipment from their country.
Once the returned item is received, our team will inspect it. If the item complies with our return policy and is in its original, unused condition, with all original tags and packaging (where applicable), a refund will be issued to the original payment method.
If a customer wishes to exchange the received item for a different product, any price difference, additional shipping charges, customs duties (if applicable), or other related costs will be the customer's responsibility. The final exchange cost will depend on the product selected.
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