CUSTOMER SUPPORT

Refund & Returns Policy

We want you to be completely satisfied with your purchase. If you are not happy with your order, please review our returns and refund policy below.

Returns

If you are not satisfied with your purchase, you may return eligible products within 28 days of delivery.

Return Conditions

To qualify for a return, products must:

  • Be unused and in their original condition.
  • Be returned in the original packaging.
  • Be accompanied by proof of purchase or order confirmation.

Return Address

URBANSPORT LTD (Reg. No. 16984666)

Address: 60 Tottenham Court Road, Suite 7126A, Fitzrovia, London, W1T 2EW, United Kingdom

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed to the original payment method used during checkout.

Refund processing times may vary depending on your payment provider or financial institution.

Exchanges

Exchanges are available for faulty, damaged, or incorrectly supplied products, subject to stock availability.

Faulty or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us as soon as possible at info@gentorium.com.

We will arrange a replacement, exchange, or refund where appropriate and may request photographs of the issue for verification.

For confirmed faulty or incorrect products, we will also reimburse the original shipping costs.

Shipping Responsibility

Unless the item is faulty, damaged, or supplied incorrectly, return shipping costs are the responsibility of the customer.

This applies even when the original order qualified for free shipping.

Missing Items

Some products may be shipped separately and arrive in multiple deliveries.

Please review your dispatch confirmation emails and delivery notifications before reporting a missing item.

If you still believe part of your order is missing, please contact our customer support team for assistance.

Contact Information

URBANSPORT LTD (Reg. No. 16984666)

Address: 60 Tottenham Court Road, Suite 7126A, Fitzrovia, London, W1T 2EW, United Kingdom
Phone: +44 7488 848416
Email: info@gentorium.com

We are committed to providing excellent customer service and will do our best to resolve any issues quickly and fairly.