If you would like to make a return, take a look at our policies below. We want to make sure you’re completely happy with your purchase. If there’s anything we can do to improve your experience, please contact us at [email protected]
The below rules apply to products in our store unless otherwise stated on the individual product page. For example T-shirts, hoodies, hats, other apparel and print-on-demand items and non-refundable items have separate terms outlined the bottom of this page.
We’ll accept return requests for items that are unopened and unused. The product(s) must be in their original packaging, if applicable, in the same condition it was received.
If you wish to return your item, we must receive your request within 30 days, of the date you received your item.
All return requests must be made to [email protected] Please supply your order number and any supporting details with communication.
After you’ve submitted a return request to [email protected], we will send you a PDF of a return shipping label. Please print it out and affix to your package.
Once we receive your returned item, our team will review your request and inspect the item. We will send you an email to confirm that we’ve received your item and are processing your request. We’ll follow up with another email once the request has been processed to let you know if your return was approved.
If approved, the money will be refunded to your original method of payment within 7 days. All payment companies are different in the amount of time it takes to confirm a payment, so it will likely take a minimum of a few days for the refund to show up in your bank statement.
In the unlikely event that you receive a damaged or defective item, we’re happy to exchange the item for a new one. Please email [email protected] within 30 days of receiving your product to begin the process. Please enclose your order number and a photo of the damage so we can process your request.
If your item has not arrived, we will reship it from our warehouse after the carrier tracking link has not had any updates for 21 days in a row for USA delivery or 30 days for international. We must be informed of this via [email protected] as we do not monitor tracking links.
If the item is marked on the product page as non-refundable, it does not qualify for a return and cannot be refunded. Examples of non-refundable items include print-on-demand apparel and free plus shipping and handling promotions.
Non-subscription Digital products refunds
You must email [email protected] within 30 days of purchase in order for us to process refunds on digital products.
Digital subscription product refunds and renewal payment refunds.
Unless otherwise stated the first month of your digital (Sankofa Club) subscription and other subscription products are eligible for a full refund within 30 days.
Subsequent subscription payments:-
- Monthly subscriptions can be refunded and the subscription canceled within 3 days of the renewal payment.
- Quarterly or Yearly subscriptions can be refunded and the subscription canceled within 7 days of the renewal payment.
T-shirts, hoodies, hats, other apparel, and print-on-demand items
Our apparel items are produced bespoke for each order received. They are printed on demand. Therefore they classify as non-refundable items are not eligible for a refund or exchange unless defective.
Before purchase please refer to the charts on the corresponding product pages to order the correct size as this error will be counted as a customer mistake.
Issues that are refundable include an issue with the print quality (eg. print damaged on arrival), print is the wrong size on the item or another factory defect that undermines the quality or usability of the item.
All inquiries regarding refunds and replacements must be directed to [email protected] to ensure a timely response from us.
This policy is intended for items purchased on store.urbanintellectuals.com and sankofaclub.com only.
Last update Mon April 5, 2021.