Refund policy
Updated January 12, 2026
At Urban Overlooked, your satisfaction is our top priority. We aim to provide high-quality products and excellent customer service. Please review our refund and return policy below:
1. Eligibility for Refunds
Refunds are available for items that are defective, damaged, or significantly different from the descriptions on our website. Please reach out to our customer support team within 7 days of receiving your order to request a refund.
2. Initiating a Refund Request
To start the refund process, email our support team at sales@genremediagroup.com. Include your order number, a detailed description of the issue, and clear photos of the item showing the problem.
3. Return Authorization
Our team will guide you through the return authorization process if a return is required. Please note that unauthorized returns may not be accepted.
4. Return Shipping
Return shipping costs are the responsibility of the customer unless the return is due to an error on our part (e.g., incorrect item sent). Use a trackable shipping service and share the tracking information with our support team.
5. Inspection and Processing
Upon receiving the returned item, we will inspect it for eligibility. Approved refunds will be processed within 7 business days of receipt.
6. Refund Payment Method
Refunds will be issued to the original payment method used. Please allow a few business days for the refund to appear in your account.
7. Non-Refundable Items
Certain products, such as intimate items, may not be eligible for refunds for hygiene and safety reasons. Refer to the product description for specific details.
8. Order Cancellations
To cancel an order, please contact us within 24 hours of placing it. Once the order has been processed, cancellations may not be possible.
9. Special Promotions
Items purchased during special promotions or sales may be subject to different refund terms. Refer to the promotion details for specific guidelines.
Print-on-Demand Products (Final Sale)
Some items sold through Urban Overlooked Online Store are made using a print-on-demand process. These products are custom-produced after an order is placed based on the customer’s selected size, color, and design. Because print-on-demand items are made specifically for each order, they cannot be returned to inventory or resold.
For this reason, all print-on-demand products are final sale and not eligible for returns, exchanges, or refunds.
Exceptions:
Replacements or refunds may be approved only if the item arrives:
- damaged,
- defective, or
- incorrect due to a fulfillment error.
To request assistance, customers must contact us within 5 days of delivery and provide the order number and clear photos of the issue.
Here's an important notice on Digital Cards:
🎁 Important Gift Card Policy: No Refunds 🎁
At Urban Overlooked Online Store, we want to make gifting easy and hassle-free! Our digital gift cards are a great way to let your friends and family choose what they love. However, please note:
🔹 All Gift Card Sales Are Final – Once purchased, gift cards cannot be refunded, returned, or exchanged for cash or other payment methods.
🔹 Non-Transferable for Cash – Gift card balances can only be used for purchases in our store and cannot be redeemed for cash unless required by law.
🔹 Lost or Stolen Gift Cards – Please keep your digital gift card code safe! We are unable to replace lost or stolen gift cards.
If you have any questions about using your gift card, feel free to reach out to our customer support team.
Thank you for understanding, and happy shopping! 🎶🛍️
For any questions or concerns about our refund policy, please contact our customer support team. Thank you for choosing Urban Overlooked, part of Genre Media Group, LLC.