Return & Refund

Returns Policy

30-Day Return/Exchange Policy

Urban Metal Gold online shop sells based on our excellent designs and proven reliability. The policy begins from the date of delivery. Thus, the quality is guaranteed. Make sure that the details regarding your order need to be correct. The policy begins from the date of delivery.

We Guarantee Product Quality

Urban Metal Gold guarantees that the quality of its merchandise will meet advertised standards. If there is a quality issue with your order, please get in touch with us ([email protected]) for a remake/exchange or a refund.

Note: All refunds and exchanges must be made within 30 days of delivery, If there is any problem with the goods, please contact us in time.

Defective/ Damaged Items Return/Exchange

1. To initiate a return, please email us at [email protected].
2. Clear photos/videos of the issue and a detailed description are required.
3. Within 48 hours, we will process a refund or an exchange for your purchase.
4. For defective or damaged items, customers don’t need to return the items, but please provide us with photos/videos as evidence.

For all other cases, the Return Service Procedure

If there is no quality issue with the product and you need to return it for non-quality reason, the customer needs to pay the freight and provide a shipping label (be sure to consult customer service to provide the return address before returning the product).

1. Please send us your return request within 30 days of the delivery date, and ask the customer service team to provide a return address.
2. Pay the shipping fee and provide a shipping label to customer service.
3. Customer service will handle the refund for you after receiving your shipping label. Please wait patiently.

Note: for returned products without quality issues, you can get a 70% refund (30% is the crafting fee for personalized products)

Return Shipping Cost

If the product has quality problems, customers do not need to return the product, we are responsible for providing a refund.

In all other cases, the customer is responsible for the return shipping costs.

Return Processing Time

1. Please allow up to 2-3 weeks for your items to be received and processed.
2. Once the item is received at our warehouse, and scanned into inventory, you will be refunded for the item back to your account you required.
3. The refund will be applied to your original payment method within 3-5 business days.

Note: Shipping costs will not be refunded for non-quality returns.

Notes on Refunds

1. Your refund will be returned to the original payment method.

2. It may take 3-5 business days for your refund to appear in your payment account after it has been issued.
3. Shipping costs will not be refunded for returned items.

For further information, you can contact our Customer Services by email.

Business Hours: 11:00 am to 8:00 pm Sunday to Friday (AEST)