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When exercising your right of withdrawal, you as the customer are responsible for the return shipping. The cost of the item will be reimbursed from us.
Read more about our Return policy here.
Adyen is fully PCI Level 1 (the highest level) compliant and monitored by Trustwave, an ASV and a QSA for the Payment Card Industry Security Standards Council. This means we hold to the highest industry standards for data protection and network security, and card data is safe with us.
1. About these Terms of purchase
1.1 These terms of purchase (”Terms of purchase”) apply when you make a purchase from www.urbanears.com (the “Website”).
1.2 When you make a purchase on the Website, an agreement is entered with Marshall Group AB, with Swedish organization number 556757-4610, Centralplan 15, 111 20 Stockholm, Sweden. (”Urbanears”, ”us” or ”we”). We are also the personal data controller for the processing of your personal data, see our Privacy Policy.
1.3 You can contact us via our service center here.
2. Order and agreement
2.1 When you make a purchase on the Website, you will accept these Terms of purchase, which apply to all our sales of products available on the Website. To make a purchase, you need to have the right to enter into an agreement in accordance with applicable law, e.g. be of the legal age to enter agreements in your country of residence and not be under legal guardianship.
2.2 You confirm that you are a consumer that will use the products for non-commercial purposes. We have the right to reject and/or cancel orders placed by customers that can be assumed to have an intent to sell the products for commercial purposes or if we suspect an attempt to commit fraud.
3. Order confirmation
3.1 When you have completed your purchase on the Website, you will receive an order confirmation to the email address that you provided in connection with the purchase. The order confirmation is a confirmation that we have received your order and a confirmation that a binding agreement has been entered. We will after this notify you when your order is shipped.
4. Price and payment
4.1 The prices applied to the products are the prices stated on the Website at the time of ordering. All prices are stated in the local currency including applicable VAT for sales within the EU. Shipping and payment fees may apply in accordance with the following.
4.2 For some markets outside EU we do not collect VAT, we do not collect VAT, GST, duties and/or taxes, etc. for orders delivered outside of the EU. If we collect these costs or not will be stated on the product page, cart and checkout. If you order to a country outside the EU where we do not collect these costs, you are responsible for making such payments to the carrier upon delivery. Not making these payments may prevent you from receiving your product and this will be outside our control. We recommend you to contact your local customs authority for details relating to what charges apply before placing an order.
4.3 If the price or information regarding a product listed on the Website is incorrect and you realized or should have realized this, the price or information will not apply to the purchase. In such cases, we will contact you as soon as possible.
4.4 We offer different payment options. You can read more about our payment options here. You can also access the available payment options at the checkout. Additional costs may apply depending on the option you choose and our payment service providers may have different terms applying to you. We and the payment service providers have the right to choose which payment options we offer, which can differ from time to time.
5. Shipping and delivery
5.1 Depending on which country’s version of our Website from which you make your purchase, we deliver within the EU, Africa, America, Asia and the Middle East. You will find information about our delivery options and any restrictions regarding delivery here.
5.2 Products are delivered to you with the delivery option you choose at checkout. You can find what shipping options that are available to you on the Website and at the checkout. Depending on which shipping method you choose and the total amount of your order, shipping fees may apply. You can find complete information about delivery options and delivery costs here.
5.3 The expected delivery time is stated on the Website and in the order confirmation, but may differ depending on which delivery option you choose. The estimated delivery time stated on the Website is calculated from the shipping confirmation and not from the time when you placed the order. We always strive to deliver your order within the estimated number of working days for delivery stated on the Website and in your order confirmation.
5.4 To the extent permitted by mandatory law, using a freight forwarder to ship items internationally may result in complications not covered by urbanears.com, who will not be considered the exporter of these goods. Urbanears.com will not be responsible for damage, defect, material difference, or loss that occurs to goods after they are delivered to you or a freight forwarder. This means that urbanears.com is not able to provide a replacement or a refund for any shipment taken outside of the EEA, Switzerland or the UK by using a freight forwarding service. International return labels will not be issued for items exported through a freight forwarder.
6. Pre-orders
6.1 If you pre-order a product, the delivery time is approximate and stated separately for each product. We will inform you of any delays in relation to the approximate delivery time stated at the time of your order. You always have a right to cancel your order. In addition to this, all pre-orders are subject to the same terms as products in stock, including payment terms.
7. Offers, discount codes and gifts
7.1 We may from time to time offer promotions, discount codes, gifts and other offers (“Offers”). Such Offers are valid only for the period specified in connection with such Offer and on the terms specified in connection with the Offer. Offers cannot be combined with other discounts unless expressly stated on the Website. You need to fill in the discount code for the Offer before completing the purchase in order to take advantage of the Offer.
7.2 If you return ordered products that, due to an Offer, include a gift from us, your order may in some cases no longer meet the conditions for the Offer. This means that, if you return such order, you must also return the gift. Otherwise, we will contact you and deduct the value of the gift before we reimburse you for the returned product.
8. Right of withdrawal and extended right to return
8.1 According to EU consumer protection legislation, you have the right to withdraw from your purchase within 14 days from the day you, or a person on your behalf, receive the product that you have purchased on the Website.
8.2 In addition to this, we give you an additional 16 days (a total of 30 days) of an extended right to return.
8.3 When you exercise your legal right of withdrawal and right to return, you have the right to open the packaging and examine the product to the extent required in order to assess its character, quality and function. In these cases, you have the right to a full refund if you notify us within 30 days from the day you received the product. If you handle the product to a greater extent than required to determine its character, quality and function, we have the right to deduct a sum from the refund. Read more about what this means below in section 8.7.
Cost of return
8.4 We offer free returns within the EU. For returns from outside of the EU, you may need to pay the cost for the return shipping. The cost of return freight varies dependent on your location. You can find complete information about return costs here.
How to return
8.5 If you wish to return a product, you need to contact our customer service here in order to receive an accurate return address. The return addresses vary depending on where you live and what product you want to return. By contacting our customer service, we can ensure that you can return your product as quickly and easy as possible.
8.6 You can always use our standard form for the right of withdrawal that can be found here.
Your refund
8.7 If you use your right of withdrawal and right of return, and the product is used more than necessary to determine its character, quality and function, we have the right to deduct an amount by which the value of the product has been reduced. Such a deduction is made according to the product’s value upon return compared to the original value at the time of purchase.
8.8 When you use your right of withdrawal and right of return, we will make your refund within 14 days from the day you notified us that you wish to cancel your purchase or announced that you wish to exercise your right of withdrawal. However, we will not make the refund until we have received the returned product or before you have shown that you have sent it to us.
8.9 Refunds will be made to you using the same payment method you chose at the time of purchase, unless otherwise agreed. Note that depending on which payment option you chose at the time of purchase, it may take a few extra days for our payment service provider to administer the refund.
9. Complaints
9.1 If there is something wrong with your product, you have the right to complain in accordance with mandatory consumer protection legislation that applies in the country where you are domiciled.
9.2 To make your complaint, we recommend that you contact us via our service center, here. Our customer service will then help you with your complaint. If you want to complain about a product, please contact us as soon as possible.
9.3 When we have received the product and it has been established that the complaint is valid, we will reimburse you in accordance with applicable law.
10. Our obligations
10.1 If there is a defect to the product delivered or if the delivery is delayed, we are responsible for the damage you suffered as a result of the defect or delay in accordance with applicable mandatory consumer protection legislation. We are only liable for such damage to the extent that you have taken reasonable steps to limit your damage. We are therefore not responsible for damages you could have avoided by taking reasonable steps.
10.2 We are not liable for damages or delays caused by unforeseen circumstances beyond our control, for example pandemic, fires, explosions, floods, acts of war, sabotage, riots, accidents, breakdowns of machinery or equipment, strikes, labour disputes or shortages, all governmental actions, inability to obtain material equipment or transportation or natural disasters, which we could not reasonably have foreseen (Force Majeure). However, you always have the right to cancel the purchase in accordance with mandatory consumer protection legislation.
11. About these Terms of purchase
11.1 We have the right to change these Terms of purchase, but the Terms of purchase that you approved at the time of your purchase will always apply to that purchase. All changes will be stated in the latest published version of the Terms of purchase on the Website. Changes will be effective from the time you have accepted the Terms of purchase, i.e. in connection with you making a new purchase on the Website.
11.2 If any provisions of these Terms of purchase would be considered invalid or unenforceable by any competent court, authority or alternative dispute resolution body, the other parts of that provision and all other provisions of these Terms of purchase will remain valid and fully enforceable in accordance with applicable law.
11.3 You always have the right to exercise the rights that exist for consumers in the country where you have your usual place of residence. This means that we will comply with mandatory consumer protection legislation that is in force in your country. We have no intention of excluding or restricting such rights through these Terms of purchase.
12. Business purchases
12.1 These terms apply mainly to customers who are individuals. If you make a purchase by representing a legal entity, you will accept the Terms of purchase on behalf of the legal entity and ensure that you have the authority to accept these Terms of purchase and the purchase you make for the legal entity.
12.2 If you make a purchase as a representative of a legal entity, the clauses in these Terms of purchase aimed to consumers will not apply, such as the right of withdrawal and extended returns. Also, different payment terms may apply.
12.3 To customers acting as legal entities, we will in no event be liable for (i) any indirect, incidental, special, consequential, punitive or tort damages, nor (ii) for any loss of production or for lost profits, savings or revenues of any kind (whether direct, indirect or consequential). In addition, in no event shall Urbanears´s total liability for all damages, losses and causes of action exceed an amount equivalent to the amount paid or payable by the customer to Urbanears for the product causing the damage, loss or cause of action.
13. Questions, complaints and disputes
13.1 You are welcome to contact us if you have any questions or complaints regarding your order. You can easily reach us via the contact information that appears at the beginning of these Terms of purchase.
13.2 In the event of a dispute, we will comply with decisions from established and generally recognised alternative dispute resolution bodies. To access the alternative dispute resolution body in your country within the EU, click here.
13.3 EU citizens also have the right to complain via the EU’s web-based dispute resolution platform, which you can access here.
13.4 Notwithstanding the above, any disputes may also be settled in any competent court where you as a customer are domiciled.
The Terms of purchase were enacted by Marshall Group AB on 1 July 2022.