Refund Policy

At Urbanfood, we take pride in the quality and traceability of our products. As a B2B supplier, our refund policy is designed to ensure fairness and transparency while protecting both parties.

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1. Eligibility for Refunds

Refunds may be issued in the following cases:

• Products are damaged or defective upon delivery

• Wrong product or quantity was shipped

• Shipment was lost or undelivered due to our logistics error

• Order was canceled before dispatch

 

Refunds are not issued for:

• Custom or private label products, unless proven defective

• Opened or used goods

• Delays caused by third-party carriers or customs unless directly linked to our error

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2. Timeframe for Claims

All refund or return requests must be submitted in writing within 5 business days of delivery (or expected delivery date for lost shipments). Claims submitted after this period may not be eligible.

Please provide:

• Order number

• Description of the issue

• Supporting photos (if applicable)

 

Send all claims to: info@urbanfood.lt

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3. Inspection and Approval

Once we receive your request, we will assess the situation within 5 business days. If the claim is approved, we will either:

• Issue a refund to your original payment method

• Offer a replacement shipment

• Provide a credit for a future order

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4. Return of Goods

If a return is required:

• Products must be returned unopened, unused, and in original packaging

• Return shipping costs are covered by the buyer unless the return is due to our error

• Return instructions will be provided upon approval of the claim

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5. Cancellations

Orders may be canceled before dispatch with no penalty. Once shipped, orders are final unless covered under refund eligibility.

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6. Contact

For any refund, return, or cancellation inquiries, please contact us at:

📧 info@urbanfood.lt
📍   Tilto str. 25, Dotnuva, Lithuania
📞 +37062855983