Return and Refund Policy

Refund & Pickup Policy

In-Store Pickup Only (No Shipping)

Urban Oasis does not ship merchandise.
All merchandise is pre-ordered online and fulfilled for in-store pickup only at our brick-and-mortar location.

By placing an order, the customer acknowledges and agrees that:

  • Orders are prepared and held for pickup
  • Payment is remitted at the time the order is placed
  • Merchandise must be picked up in person

Order Pickup Window & Unclaimed Orders

Once an order is ready, customers are allotted five (5) business days to pick up their merchandise.

If an order is not picked up within 5 business days, it will be considered unclaimed, automatically canceled, and a 15% restocking fee per order will apply.

The remaining balance will be refunded to the original form of payment.

Order Cancellations (Before Pickup)

If a customer requests to cancel an order after payment has been remitted but before the merchandise is picked up, the order will be subject to a 15% restocking fee per order.

The remaining balance will be refunded to the original form of payment.

Returns After Pickup

Returns are only applicable after merchandise has been physically picked up.

Customers must request a return within 7 days of pickup.
Return requests submitted after this 7-day window will not be accepted.

Eligibility for Returns

To be eligible for a return, merchandise must be:

  • Unused
  • In original condition
  • With all original packaging and accessories intact
  • Accompanied by a receipt or proof of purchase

All approved returns are subject to a 15% restocking fee per order.

Return Authorization Required

To initiate a return, customers must contact admin@urbanoasis.la within 7 days of pickup.

If approved, a Return Authorization (RA) number will be issued via email.
Returns without an RA number or without prior approval will not be accepted.

Returned merchandise must be brought back to the Urban Oasis store during normal business hours.

Damages, Defects & Order Issues

Merchandise should be inspected at the time of pickup.

If an item is defective, damaged, or incorrect, the issue must be reported immediately at pickup or within 24 hours so we can evaluate and resolve it.

Non-Returnable Items

The following items are non-returnable:

  • Perishable goods, including water and consumables
  • Custom or special-order products
  • Personal care items
  • Sale items and gift cards

Refunds

Approved refunds will be issued to the original payment method within 10 business days, minus any applicable restocking fee.

If more than 15 business days have passed since refund approval and the refund has not posted, please contact admin@urbanoasis.la.

Final Notes

Urban Oasis reserves the right to refuse cancellations or returns that do not comply with this policy or show signs of use, damage, or tampering.