Politique de remboursement

Overview

Thank you for shopping with Urban Bongs. Because many of the products we sell are fragile, personal-use, hygiene-sensitive, or mouth-contact products, all Urban Bongs products are final sale.

Please review this policy carefully before placing an order. By completing a purchase with Urban Bongs, you agree to the terms below.

1. Final Sale Policy

All products sold by Urban Bongs are final sale.

We do not accept returns or exchanges for:

• Change of mind;
• Buyer’s remorse;
• Ordering the wrong size, colour, style, or product;
• Finding the product elsewhere for a lower price;
• Products that have been opened or removed from their packaging;
• Products that have been used, assembled, cleaned, modified, or handled beyond reasonable inspection; or
• Personal-use, hygiene-sensitive, or mouth-contact products.

Purchasing Shipping Protection does not change the final-sale status of an item and does not create a general right to return or exchange a product.

Claims involving shipping damage, loss, incorrect items, missing items, or verified manufacturing defects are handled separately under the applicable sections below and are subject to review.

Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable Canadian consumer-protection law.

2. Shipping Protection

Shipping Protection is an optional add-on available at checkout that provides additional protection for eligible orders affected by certain problems occurring during shipping, including:

• Items damaged during shipment; and
• Eligible lost shipments.

Purchasing Shipping Protection does not automatically guarantee a replacement, store credit, return, or other compensation.

Every claim must first be submitted to Urban Bongs with the required evidence and reviewed before any resolution is approved.

Shipping Protection is not a product warranty and does not cover:

• Change of mind or buyer’s remorse;
• Accidental damage after delivery;
• Dropping or mishandling an item;
• Improper use or cleaning;
• Heat shock or improper storage;
• Normal wear and tear;
• Products that have been modified;
• Incorrect or incomplete addresses supplied by the customer;
• Refused deliveries;
• Packages not picked up by the customer; or
• Other circumstances determined not to have resulted from an eligible shipping event.

3. Damaged Items With Shipping Protection

If an item arrives damaged and Shipping Protection was purchased for the order, please contact Urban Bongs within 24 hours of delivery at info@urbanbongs.ca.

You must provide:

• Your order number;
• Clear photographs of the damaged product;
• Clear photographs of the shipping box;
• Clear photographs of all packaging and packing materials;
• A photograph of the shipping label; and
• A brief description of the damage.

Please keep the damaged product, shipping carton, packaging, labels, and all packing materials until your claim has been completely reviewed.

These materials may be required for verification or carrier review.

Submitting the requested information does not mean that the claim has automatically been approved.

Customers must wait for confirmation from Urban Bongs before disposing of the product or packaging, returning an item, or taking any other action.

If Your Damage Claim Is Approved

If an eligible Shipping Protection claim for a damaged item is approved, Urban Bongs may send another unit of the same product as the replacement.

Replacement is subject to product availability.

If the same product is unavailable, Urban Bongs may, depending on the circumstances, offer:

• A comparable replacement;
• Store credit; or
• Another appropriate resolution.

The appropriate resolution will be determined by Urban Bongs after the claim has been reviewed and approved.

Purchasing Shipping Protection does not give the customer the right to select a specific resolution.

4. Orders Without Shipping Protection

If Shipping Protection was not purchased, the order is not covered by the Urban Bongs Shipping Protection program.

This means that shipping damage or loss does not automatically qualify for a replacement, store credit, or other compensation under Shipping Protection.

Any rights available under applicable law, carrier obligations, manufacturer warranties, or other applicable protections remain unaffected.

Shipping Protection is separate from claims involving an incorrect item, a missing item, or a verified manufacturing defect.

5. Lost Package Claims With Shipping Protection

If an order covered by Shipping Protection appears to have been lost during shipping, please contact Urban Bongs with your order number and details of the issue.

A package may need to remain without a confirmed delivery for a reasonable period before it can be considered lost. Carrier tracking information and shipping circumstances will be reviewed before a claim is approved.

Urban Bongs may require:

• Your order number;
• Carrier tracking information;
• Confirmation of the shipping address;
• Carrier investigation results;
• Additional documentation or information; and
• Completion of any applicable carrier claim or investigation process.

A lost-package claim is not automatically approved simply because Shipping Protection was purchased.

If the claim is approved, Urban Bongs may provide:

• A replacement;
• A reorder;
• Store credit;
• A refund; or
• Another appropriate resolution.

The appropriate resolution will depend on the circumstances, carrier information, product availability, and the results of the claim review.

6. Missing or Incorrect Items

Receiving an incorrect product or having an item missing from your shipment is not considered a customer return and is reviewed separately from the Final Sale Policy.

Please contact Urban Bongs within 24 hours of delivery at info@urbanbongs.ca.

Please provide:

• Your order number;
• Photographs of everything received;
• Photographs of the shipping box;
• Photographs of the packaging and packing materials;
• A photograph of the shipping label; and
• A brief explanation of the issue.

Please keep all products, packaging, shipping materials, and labels until the issue has been reviewed.

After verification, Urban Bongs may correct the order by sending the missing or correct item or providing another appropriate resolution.

Shipping Protection is not required for Urban Bongs to review a verified incorrect-item or missing-item issue.

7. Manufacturing Defects

A manufacturing defect is different from shipping damage.

If you believe that a product has a manufacturing defect, please contact Urban Bongs within 15 days of delivery at info@urbanbongs.ca.

Please provide:

• Your order number;
• Clear photographs showing the problem;
• Video demonstrating the issue where applicable; and
• A detailed description of the suspected defect.

Products are not considered defective when damage or failure results from:

• Accidental damage;
• Dropping;
• Misuse;
• Improper cleaning;
• Heat exposure or heat shock;
• Modification;
• Improper storage;
• Normal wear and tear; or
• Failure to follow applicable product-care or operating instructions.

Please keep the original product, packaging, accessories, manuals, and other included materials while the claim is being reviewed.

Shipping Protection does not replace or limit any applicable manufacturer warranty or rights that may apply to a verified defective product.

8. Manufacturer Warranty

Certain products may include a warranty provided directly by their manufacturer.

If a covered product develops a qualifying issue after Urban Bongs' initial review period, we may assist you with information regarding the manufacturer's warranty process where possible.

Manufacturer warranties are controlled by the manufacturer.

Approval, denial, repair, replacement, refund, or any other warranty remedy is determined according to the manufacturer's warranty terms and review process.

Urban Bongs cannot guarantee that a manufacturer will approve a warranty claim.

9. Claim Review and Approval

Before sending any product back to Urban Bongs, you must contact us at info@urbanbongs.ca.

Do not mail or return an item unless Urban Bongs has specifically instructed you to do so.

Depending on the type of claim, we may request:

• Your order number;
• Customer name and email address;
• Product name;
• Description of the issue;
• Photographs;
• Video;
• Shipping-box photographs;
• Packaging photographs;
• Shipping-label photographs;
• Carrier information; or
• Other reasonable evidence required to verify the claim.

Providing the requested information allows Urban Bongs to review the claim but does not guarantee that the claim will be approved.

Every claim is reviewed based on the information provided and the circumstances of the order.

Urban Bongs will advise you after the review whether the claim has been approved and what resolution, if any, will be provided.

Unauthorized returns may be refused or returned to the sender.

10. Return Authorization

Because all Urban Bongs products are final sale, customers should not return an item unless specifically authorized by Urban Bongs as part of an approved claim.

Purchasing Shipping Protection does not automatically authorize a return.

If Urban Bongs requires an item to be returned as part of an approved claim, return instructions will be provided.

The item must be returned exactly as instructed and, when requested, must include:

• Original packaging;
• Labels;
• Accessories;
• Manuals;
• Protective materials; and
• Any other materials originally supplied with the product.

Items returned without authorization may be refused and may not qualify for a replacement, store credit, or other resolution.

11. Items Damaged After Delivery

Urban Bongs is not responsible for products damaged after successful delivery because of:

• Accidental drops;
• Improper handling;
• Improper cleaning;
• Improper storage;
• Heat exposure or thermal shock;
• Modification;
• Improper assembly;
• Misuse; or
• Normal wear and tear.

Glass products are inherently fragile and should be handled carefully at all times.

Shipping Protection applies to eligible events occurring during shipment and does not cover accidental damage occurring after delivery.

12. Out-of-Stock Items and Product Substitutions

Urban Bongs orders are fulfilled based on product availability at the time your order is processed and picked for shipment.

Because inventory can change between the time an order is placed and the time it is picked and fulfilled, an item or selected colour may occasionally become unavailable after your order has been submitted.

If this happens, Urban Bongs will contact you using the email address provided with your order and, where available, offer:

• The same product in another available colour; or
• A comparable replacement product.

You will have 24 hours from the time our email is sent to respond with your preferred available option.

If We Do Not Receive a Response Within 24 Hours

If the same product remains available in another colour and we do not receive a response within 24 hours, Urban Bongs may automatically send the closest available colour so that your order is not unnecessarily delayed.

When selecting an alternate colour, we will make a reasonable effort to choose the option that is most similar to the colour originally ordered.

If the Product Is Completely Out of Stock

If the product is no longer available in any colour or suitable variation, and no appropriate replacement can be fulfilled, Urban Bongs will issue store credit for the value of the unavailable item rather than a refund.

The store credit:

• Will be issued for the applicable value of the unavailable product;
• Can be used toward a future purchase at Urban Bongs; and
• Does not expire unless otherwise stated at the time it is issued.

By placing an order with Urban Bongs, you acknowledge that inventory availability may change during fulfillment and agree to the substitution and store-credit process described above.

13. Order Cancellations

If you need to cancel an order, please contact us as soon as possible at info@urbanbongs.ca.

We will do our best to assist; however, cancellation requests are not guaranteed.

Cancellation Before Processing

If your order has not yet entered processing and your cancellation request is approved, a 10% restocking fee will be deducted from the amount credited or refunded for the cancelled order.

The remaining eligible amount will be processed after the cancellation has been confirmed by Urban Bongs.

Orders Already in Processing

Once an order has:

• Entered processing;
• Been submitted to a fulfillment partner;
• Been packed;
• Been fulfilled; or
• Been shipped,

it may no longer be possible to cancel or modify the order.

Submitting a cancellation request does not guarantee that the order can be stopped. Customers should wait for confirmation from Urban Bongs before considering an order cancelled.

14. Refused Deliveries, Unclaimed Packages and Returned-to-Sender Orders

If a shipment is:

• Refused by the customer;

• Not picked up;

• Returned to sender;

• Undeliverable because of an incorrect address;

• Undeliverable because of an incomplete address; or

• Returned because of circumstances caused by the customer,

the customer may be responsible for:

• Original shipping charges;

• Return shipping charges;

• Reshipping costs;

• Carrier fees; and

• Other reasonable costs associated with the returned shipment.

These circumstances are not automatically considered eligible Shipping Protection events.

If a package is returned to Urban Bongs or one of our fulfillment partners, Urban Bongs will review the circumstances before determining whether reshipment, store credit, a refund, or another resolution is available.

15. Refunds

Because all products are final sale, refunds are not available for ordinary customer-requested returns, change of mind, buyer’s remorse, or other non-approved returns.

A refund may only be issued when specifically approved by Urban Bongs in connection with:

• An eligible lost-shipment claim where Urban Bongs determines a refund is the appropriate resolution;

• An incorrect or missing item;

• A verified manufacturing defect where a refund is an appropriate resolution;

• An approved order cancellation;

• A legal requirement; or

• Another circumstance specifically approved by Urban Bongs.

Out-of-stock products are handled through the store-credit and substitution process described in Section 12 and are not refunded solely because they became unavailable during fulfillment.

An approved Shipping Protection claim for an item damaged during shipping does not automatically entitle the customer to a refund.

For an approved damaged-item claim, Urban Bongs will generally prioritize replacement with the same product, a comparable replacement, store credit, or another appropriate resolution.

When a refund is approved in an applicable circumstance, it will generally be returned to the original payment method where possible.

Processing times may vary depending on the customer’s bank, credit card provider, payment processor, or financial institution.

Unless otherwise expressly approved by Urban Bongs or required by applicable law, the following are non-refundable:

• Original shipping charges;
• Shipping Protection fees;
• Return shipping costs;
• Carrier fees; and
• Other shipping-related charges.

16. Exchanges and Replacements

Urban Bongs does not offer general exchanges because all products are final sale.

A replacement or exchange may only be offered as an approved resolution for circumstances such as:

• Eligible shipping damage covered by Shipping Protection;
• An incorrect item;
• A missing item;
• A verified manufacturing defect;
• An out-of-stock item where an alternate product is offered; or
• Another issue specifically approved by Urban Bongs.

If a Shipping Protection damage claim is approved and the same product remains available, Urban Bongs may replace the damaged item with another unit of the same product.

If the same product is unavailable, Urban Bongs may offer:

• A comparable replacement;
• Store credit; or
• Another appropriate resolution.

The resolution will be determined by Urban Bongs based on the circumstances of the approved claim and product availability.

17. Shipping Protection Does Not Guarantee Claim Approval

Purchasing Shipping Protection means that an eligible order may be submitted for review under the Urban Bongs Shipping Protection program.

It does not mean that every reported problem will automatically qualify.

Claims may be denied when:

• Required evidence is not provided;
• The claim is submitted outside the applicable reporting period;
• The reported damage occurred after delivery;
• The product was misused or mishandled;
• Packaging or evidence required to investigate the claim was discarded;
• Tracking or carrier information does not support the claim;
• The issue falls outside the scope of Shipping Protection; or
• The circumstances otherwise do not qualify under this policy.

Do not discard damaged products, shipping cartons, packaging, packing materials, or shipping labels until Urban Bongs confirms that the claim review is complete.

18. Adult Use and Legal Compliance

Urban Bongs sells products intended for lawful adult use only.

By placing an order, you confirm that:

• You meet all applicable age requirements; and
• The products ordered can legally be purchased, received, possessed, and used in your location.

Urban Bongs does not sell cannabis, tobacco, nicotine, or controlled substances.

Contact Urban Bongs

If you have questions about:

• Shipping Protection;
• A damaged shipment;
• A lost shipment;
• A missing item;
• An incorrect item;
• An out-of-stock product;
• A suspected manufacturing defect;
• A manufacturer warranty; or
• Another order-related issue,

please contact us before returning or disposing of any product or packaging.

Urban Bongs
Email: info@urbanbongs.ca