Refund and Return Policy

At TheUrto, we are committed to providing you with premium styling tools and exceptional service. We have a strict quality control process to ensure every product meets our high standards.

However, if you encounter an issue with your order, please review our policy below.

1. Damaged, Defective, or Incorrect Items

If your product arrives damaged, defective, or is not the item you ordered, we will issue a full refund or send a free replacement immediately.

How to Report an Issue: You must contact us within 30 days of delivery. Please email support@theurto.com with:

  1. Your Order Number.

  2. A clear photo or short video showing the damage/defect.

    • Note: If the item is electronic and not turning on, a short video is required.

Once confirmed, we will process your refund or replacement within 24–48 hours. You generally do not need to return the damaged item in these specific cases.

Exclusions:

  • Packaging: We do not offer refunds for minor damage to the outer packaging (boxes) that occurs during shipping, provided the product inside is unharmed.

  • User Error: Damages caused by misuse or failure to follow the care instructions are not covered.

2. Order Cancellations

We pride ourselves on fast processing.

  • Before Processing: You may cancel your order for a full refund if it has not yet been processed by our fulfillment center (usually within 1–2 hours of purchase).

  • After Processing: Once an order has been packed or shipped, it cannot be canceled. You must wait for the item to arrive and proceed with a return.

3. Lost or Delayed Packages

We work with reliable global carriers, but shipping delays can occasionally occur due to external factors (weather, customs, etc.).

  • Order Not Received: If your tracking information has not updated for an extended period (over 45 days for USA, 60 days for International), we will consider the package lost and issue a full refund or resend the order free of charge.

  • Tracking Says "Delivered" But Not Received: If your tracking link shows "Delivered" but you have not received the package, please contact your local post office or carrier immediately. TheUrto is not responsible for packages that are stolen or lost after confirmed delivery.

4. Incorrect Addresses

Please verify your shipping address carefully at checkout.

  • Insufficient Address: If a package is returned to us or lost because an incorrect or incomplete address was provided, we cannot offer a full refund. We may offer to resend the item, but the customer may be responsible for the new shipping cost.

5. Returns (Change of Mind)

We want you to love your purchase. However, if you are not satisfied, we accept returns under specific conditions.

  • Eligibility: The item must be unused, unopened, and in its original packaging with all seals intact. Due to hygiene reasons, we cannot accept returns on hair tools that have been opened or used.

  • Timeframe: You must request a return within 14 days of receiving your item.

  • Return Process:

    1. Do not send the package back to the address on the shipping label (this is a warehouse and your return will be lost).

    2. Email support@theurto.com to initiate a return.

    3. We will provide you with the correct local return address and instructions.

  • Return Shipping: The customer is responsible for paying the shipping costs for returning the item. Shipping costs are non-refundable.

  • Refunds: Once we receive and inspect the return, we will notify you and process your refund to your original payment method.