Refund policy

Change of Mind Returns (Non-Faulty Products)

If you’ve changed your mind about a purchase and the product is not faulty, you may request a return only if the item is unopened and unused.

Eligibility for Change-of-Mind Returns

To be eligible:

  • The product must be unopened, with factory seals intact
  • Original packaging and all accessories must be included
  • The return request must be submitted within the applicable return period

For hygiene and safety reasons, opened earbuds and headphones cannot be accepted for change-of-mind returns - even if used briefly or tried on.

Usage & Inspection Expectations

Products may be visually inspected without breaking seals to confirm model, colour, or packaging condition.

Items that have been:

  • Opened
  • Worn
  • Used for listening
  • Inserted into the ear
  • Placed on the head

are not eligible for change-of-mind returns.

This applies to all earbuds and headphones, regardless of usage duration.

Some retail partners may have display units available in-store so customers can view the product and get a sense of size and feel.

Please note that display models are for viewing only and can’t be placed in or on the ear.

Return Shipping (Change of Mind)

For change-of-mind returns:

  • Return shipping costs are the responsibility of the customer
  • Original outbound shipping costs are not refundable

Refunds are processed only after the item is received, inspected, and confirmed to be unopened and eligible.

Items must be returned unused, in original packaging, and in resalable condition.

Items Returned and Assessed as Not Faulty

If a product is returned for assessment and no fault is found:

  • The item will be returned to the customer
  • Return shipping back to the customer is at the customer’s expense
  • Original shipping costs are not refundable

This applies to items returned due to:

  • Fit or comfort concerns
  • Preference or change-of-mind
  • Issues assessed as normal product behaviour

Faulty Products & Warranty Support

If you experience an issue with your Urban Essentials product and please email to info@urban-essentials.com.au for further assistant.  

We aim to respond to all enquiries within 1–2 business days.

How Faulty Product Returns Are Assessed

Step 1

We’ll review your enquiry to determine whether the issue appears to be a connection issue or a hardware issue.

Step 2

For connection issues, our team will guide you through troubleshooting steps. Most issues are resolved at this stage.

If the issue remains unresolved or is identified as a hardware issue, we’ll request Proof of Purchase, confirm warranty coverage, and determine the appropriate next steps.

Step 3

If a return is required, Urban Essentials may request the product be returned before a replacement is issued.

In these cases, a return shipping label will be provided at no cost to the customer.

Approved warranty returns are sent to:

Urban Essentials 
c/ BTK Logistics Warehouse A, 
7-17 Jordan Close Altona Vic 3018.
Australia

This address is for returns processing only and is not a retail or customer service location.

Step 4

  • Devices confirmed to be faulty will be replaced
  • Devices found to be non-faulty will be returned to the customer