Every UrCart order is covered by a 100% quality guarantee. If something goes wrong — defect, damage in transit, item not as described, change of mind — we make it right. No restocking fees, no arbitrary photo-evidence gates, no "tier 1 support agent reading from a script."
You have 30 days from the delivery date to return any unused item for a full refund. Items must be in their original condition with original packaging. Change-of-mind returns: buyer pays return shipping; we refund the item price and original outbound shipping.
If the item arrives defective, broken, or stops working within 30 days of delivery, we replace it free of charge — we pay return shipping and replacement shipping. If the replacement is also defective we refund in full and you keep both items.
Every order is processed through Stripe with full PCI compliance and buyer-side fraud protection. Card-not-present chargebacks, unauthorized-payment disputes, and "item not received" claims are all backed by Stripe Radar plus our own internal dispute resolution. You're not buying from a stranger on an obscure platform — you're protected by the same payment infrastructure as Amazon, Shopify, and Apple.
If a package arrives visibly damaged, photograph it before opening, then email support@urcart.it.com within 48 hours. We file the carrier claim ourselves and ship a replacement at our cost. You don't have to chase couriers.
Refunds are processed within 2 business days of receiving the returned item. Funds typically appear in your card statement within 5-10 business days depending on your bank.
Anything not covered above, contact support@urcart.it.com directly. Our founder Lawrence reads every escalation. Most disputes are resolved within one email exchange.