Refund policy

At Urban Sound Prints, we strive to provide high-quality digital products and ensure our customers’ satisfaction. However, due to the digital nature of our items, the following refund conditions apply:

1. Digital products

All our products are downloadable digital files, not physical items. Once the purchase is completed and the download link is sent to the email provided, the product is considered delivered. Custom orders have their own refund policies (see the last paragraph on the page).

For this reason, refunds are not issued in the following cases:

  • The product has already been successfully downloaded.
  • The customer entered an incorrect email address during checkout (although in this case, you can contact us to resend the files once the purchase is verified).
  • If the order was sent manually (for example, via a download link on Google Drive or a similar service), since in such cases it is not possible to verify whether the files have been downloaded or accessed by the customer, the product is considered delivered.

2. When a refund is accepted

Refunds will only be issued in the following situations:

  • The file received is damaged or cannot be opened.
  • A duplicate purchase of the same design was made.
  • The customer has not downloaded the file and requests a refund within 14 calendar days after the purchase.

In these cases, the refund will be processed to the same payment method used and may take up to 10 business days to appear in the customer’s account, depending on their bank.

For orders that include multiple products with discounts or promotions (such as offers for adding more items to the cart), the refund amount will be adjusted based on the products removed, while maintaining the actual value of the products included in the order.

3. How to request a refund

To request a refund, please contact us at info@urbansoundprints.com including:

  • Full name used for the purchase.
  • Email address used at checkout.
  • Order number.
  • Reason for the request.

Our team will review your case, and if it meets the conditions mentioned above, the refund or product resend will be processed within 48 hours.

4. Files not received

If you haven’t received the email with your download link after purchase:

  1. Check your spam or junk mail folder.
  2. If you still can’t find it, contact us at info@urbansoundprints.com with your order details.
    Once we verify the purchase, we’ll resend the files at no additional cost.

 

Custom Orders:
For custom digital designs, refunds are available within the first 24 hours after purchase, provided the design has not yet been delivered. Once the design has been delivered or this period has passed, refunds will no longer be possible.

 

Effective Date: 16/11/2023.