“`html
Cultivating satisfaction in every order. Our mindful return policy is designed with the same care we apply to selecting your plants.
We offer a 15-day return window from the date of delivery. Your complete satisfaction is our priority.
Our Return Philosophy
At UrbanJngl, we understand that creating your perfect urban sanctuary is a personal journey. Just as we carefully select and package each Terrarium plant, Bonsai, or Home & Living accessory, we approach returns with intention and care. We aim to make this process as seamless and stress-free as your initial shopping experience.
Whether you’ve ordered a Mini | under 20 cm companion for your desk or a statement Extra Large | >130 cm centerpiece, we’re here to ensure every element of your botanical collection brings you peace and joy.
Return & Exchange Conditions
To initiate a return or exchange, please ensure:
- The request is made within 15 days of the delivery date.
- The item is in its original, unused, and resalable condition.
- All original packaging, including our 100% recyclable protective materials, is intact.
- For plants: They should show no signs of neglect or damage beyond the natural acclimation period.
- You have your original order number and proof of purchase.
Non-Returnable Items
To ensure the health and safety of our botanical community, the following items are final sale and cannot be returned or exchanged:
- Live Plants & Specimens: All Houseplants, Terrarium plants, Moss, Bonsai, and Species due to their perishable nature and biosecurity considerations for our global community.
- Personalized or Custom Items: Any products that have been customized or personalized at your request.
- Gift Cards: Digital or physical gift cards are non-refundable.
- Clearance or Final Sale Items: Clearly marked as such at the time of purchase.
Note: This policy aligns with our commitment to responsible sourcing and the well-being of our living products.
The Return Process: A Step-by-Step Guide
1
Initiate Your Request
Within 15 days of delivery, contact our Customer Care team at [email protected] with your order number and details about the item you wish to return or exchange. You may use the template below.
2
Receive Authorization & Instructions
We will respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and detailed instructions for shipping your return. Please do not ship any items without this authorization.
3
Package & Ship
Securely repackage the item in its original packaging, include the RMA number inside the package, and ship it to our Los Angeles hub:
UrbanJngl Returns
813 Sumner Street
Los Angeles, CA 90067
USA
We recommend using a trackable shipping service and retaining your proof of postage. Original shipping costs are non-refundable.
4
Inspection & Completion
Once we receive and inspect your return (typically within 5-7 business days), we will notify you via email about the approval status.
- For Returns: Your refund will be processed to your original payment method.
- For Exchanges: We will ship the replacement item to you promptly. If the desired item is out of stock, we will issue a refund or store credit.
Return Request Template
To streamline your request, please copy and paste the template below into an email to [email protected].
Subject: Return/Exchange Request – Order #[Your Order Number] Dear UrbanJngl Customer Care, I would like to initiate a return/exchange for my recent order. Order Number: [Please insert your order number] Order Date: [Date of order] Item(s) for Return/Exchange: – [Product Name, e.g., “Ceramic Plant Mister – Small”] – [Size, if applicable, e.g., “Middle | 50-100 cm”] – [SKU or Item Code, if available] Reason for Return/Exchange: [Please briefly state the reason, e.g., “Size incorrect,” “Item damaged upon arrival,” “Change of mind”] Preferred Resolution: [ ] Refund to original payment method [ ] Exchange for: [Please specify desired product, size, etc.] [ ] Store credit I confirm that the item is unused, in its original condition, and includes all original packaging. I have read and understand the Returns & Exchanges policy. Best regards, [Your Full Name] [Your Email Address] [Your Phone Number – Optional]
Refunds: Timing & Methods
We process refunds with the same mindfulness we apply to our checkout process.
- Timing: Once your return is approved, refunds are processed within 5-10 business days. The time it takes for the credit to appear in your account depends on your financial institution’s policies.
- Method: Refunds are issued to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal). We cannot issue refunds to a different card or account.
- Shipping Costs: Original shipping fees (Standard or Free Shipping via EMS) are non-refundable, unless the return is due to our error or a defective item.
- International Refunds: For our global urban community, please note that currency exchange rates and international bank processing may cause slight variations in the final refund amount.