Refund policy

Returns

We have a 14-day return policy. This means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition as you received it: unused and in its original packaging.

To request a return, you can contact us at info@urbanjngl.com or fill out the return form. To complete the return form, you will first be redirected to our partner, trendhero. 

Once your return is accepted, we’ll send you the return instructions. Always keep the shipping receipt until your return has been processed by us. Returns that are damaged during the return process cannot be accepted. Shipping costs are non-refundable for returned purchases, except in exceptional cases. If your order qualified for free shipping, we will of course not charge these costs. We aim to process returns within 5 business days of receiving them.

*Items sent back to us without first requesting a return will not be accepted.

Note: It is not possible to return a completed terrarium. We cannot accept returns of completed terrariums or terrarium kits. If you have any issues with these products, please contact us.

Refunds

We will notify you once we’ve processed your return. If approved, the refund will be automatically issued via your original payment method within 10 business days. Please note it may take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at info@urbanjngl.com.

Damage, defect or wrong product

Inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item. This way, we can resolve the issue promptly.

If a plant or moss you received dies within 3 weeks of arrival, we may send you a replacement. This only applies under the strict condition that the provided care instructions were followed. It will be evident to us if instructions were not followed.

Non-returnable items

Certain items cannot be returned, including:

• Perishable goods (such as moss, flowers and plants.
• Custom products (such as special orders or personalized items)
• Hazardous materials, flammable liquids or gases.

Contact us if you have any questions or concerns about your specific item.

We cannot accept returns for ready-made terrariums. We aim to incubate our terrariums for at least two weeks before selling to ensure plant stability. Care instructions are always provided. If the plants or moss in your ready-made terrarium die within 3 weeks of receipt, we will gladly provide replacements, provided the care instructions were followed.

Unfortunately, we cannot accept returns on sale items or gift card purchases.

European Union: 14-day cooling off period

Notwithstanding the above, if the order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As stated above, the item must be in the same condition in which you received it: unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.