At UrbanBook, we prioritize your safety and satisfaction with every purchase made through our platform. Our Purchase Protection Policy is designed to provide comprehensive coverage to buyers, ensuring that every transaction is secure, transparent, and fair. We aim to foster trust between our users and vendors by offering clear protections against potential issues.

1. Guaranteed Delivery

We ensure that all purchases made on UrbanBook are delivered within the stipulated time frames provided by vendors. If your item is not delivered by the specified delivery date:

• You can initiate a request for a refund or replacement within 14 days of the missed delivery.
• UrbanBook will investigate the issue with the vendor and, if necessary, issue a full refund or coordinate the dispatch of a replacement item.

2. Item Authenticity and Quality Assurance

UrbanBook guarantees that the products sold on our platform meet the descriptions provided by the vendors. If an item is significantly different from what was advertised, or arrives damaged:

• You must report the issue within 7 days of receiving the item, including photographic evidence.
• UrbanBook will facilitate a return or exchange at no extra cost, or provide a full refund if the product is deemed non-compliant with the listing.

3. Secure and Monitored Payments

All transactions made through UrbanBook are processed using secure payment gateways, ensuring your financial information remains private and protected from fraud. UrbanBook monitors every transaction for suspicious activity, ensuring that unauthorized purchases are immediately flagged for review.

4. Dispute Resolution

In the event of a dispute between a buyer and a vendor, UrbanBook offers a transparent and impartial resolution process. Buyers can initiate a dispute by contacting UrbanBook’s customer support team within 30 days of their purchase. Our resolution process includes:

• Reviewing all evidence provided by both parties (communications, photos, etc.).
• Mediating a fair resolution based on the facts and UrbanBook’s marketplace policies.
• Finalizing a resolution within 10 business days of the dispute submission.

5. Refund and Return Eligibility

To be eligible for a refund or return under UrbanBook Purchase Protection:

• The item must have been purchased through an approved vendor on the UrbanBook platform.
• Claims must be submitted within the designated time frames (14 days for non-delivery, 7 days for item quality issues).
• Items must be in the same condition as received, unless damaged or defective upon arrival.

6. Money-Back Guarantee

If a dispute cannot be resolved through replacement or exchange, UrbanBook will issue a full refund to the buyer, provided the claim meets the eligibility criteria and after all evidence is reviewed. This guarantee covers non-delivery, defective items, and misrepresentation by the vendor.

7. Exclusions

Certain items may be exempt from UrbanBook Purchase Protection, including:

• Perishable goods like food and beverages, unless damaged on arrival.
• Customized or made-to-order products that were accurately produced based on the buyer’s specifications.
• Digital downloads and non-physical goods, except in cases of fraudulent or non-delivered content.

8. Vendor Accountability

Vendors who consistently violate UrbanBook’s Purchase Protection standards through late deliveries, inaccurate product listings, or unresolved disputes may face penalties, including:

• Suspension or termination of their storefront.
• Fines or compensation deductions to cover buyer refunds.