At Urban Ashram Home, many of our pieces are reserved, sourced, or produced specifically for each order. We understand that plans can change. This policy explains when an order may be canceled and how any approved refund will be calculated.
1. Cancellation Requests Within 48 Hours
Most orders may be canceled within 48 hours of purchase, provided the order has not entered production, customization, procurement, fulfillment, or shipment.
For approved cancellations, a 3.5% payment-processing fee is non-refundable and will be deducted from the amount returned, except where prohibited by applicable law. This fee helps offset transaction-processing costs incurred when the original payment is accepted.
To request a cancellation, please contact our Client Care team at shop@urbanashram.com or (702) 527-8312. A cancellation is not complete until it has been confirmed by Urban Ashram Home.
2. Cancellation Requests After 48 Hours
Cancellation requests submitted more than 48 hours after purchase are not guaranteed and will be reviewed based on the order’s current status.
If an order has not yet entered production or shipment and we are able to approve a cancellation, the 3.5% non-refundable payment-processing fee will apply. Any other non-recoverable costs already incurred in connection with the order, such as special procurement, crating, carrier booking, or freight charges, may also be deducted where applicable.
If production, customization, fulfillment, or shipment has already begun, the order may no longer be eligible for cancellation and the terms below will apply.
3. Orders in Fulfillment or Transit
Once an order has been released for fulfillment, booked with a carrier, or shipped, cancellation may no longer be possible. If the item remains eligible for return, it will instead be handled under our Returns & Exchanges Policy.
Please do not refuse a delivery unless instructed to do so by Urban Ashram Home. Contact us first so we can coordinate the return properly. An unapproved delivery refusal may result in carrier return freight, storage, redelivery, or handling charges. If the item is otherwise eligible for a refund, applicable charges may be deducted from the refund amount.
4. Custom, Made-to-Order & Special-Order Items
Custom-made, personalized, made-to-order, and special-order pieces may be canceled only during the initial 48-hour cancellation window and only if production, customization, material procurement, or other order-specific commitments have not yet begun.
Because production or procurement may begin shortly after an order is placed, we encourage you to contact us immediately if a change is needed.
Once production, customization, or procurement has begun, these items are considered final sale and cannot be canceled or returned, except in cases of qualifying transit damage, manufacturing defect, or as otherwise required by applicable law. Please refer to our Returns & Exchanges Policy for additional details.
5. Promotional Items & Qualifying Purchases
From time to time, we may include a complimentary item as part of a qualifying purchase. These pieces are offered as a gesture of appreciation and are thoughtfully paired with the original order.
If a cancellation causes the order to no longer meet the promotion’s qualifying requirements, the promotion will be considered void and the value of any promotional item retained by the customer may be deducted from the applicable refund.
Promotional items are not eligible for individual return, exchange, store credit, or cash redemption unless otherwise stated.
6. Refund Processing
Approved cancellation refunds will be issued to the original payment method, less the applicable non-refundable processing fee and any other permitted deductions described in this policy.
For orders that have already shipped and are being handled as a return, refunds are processed in accordance with our Returns & Exchanges Policy after the returned item has been received and inspected.
Once a refund has been issued by Urban Ashram Home, the time required for the credit to appear may vary depending on your bank, card issuer, or payment provider.
7. Questions or Assistance
If you need to make a change to an order, please reach out as early as possible. Our Client Care team will review the order status and guide you through the available options.
For assistance, contact us at shop@urbanashram.com or (702) 527-8312.
Nothing in this policy limits any rights or remedies available to you under applicable law.
