Returns & Refunds

Please choose carefully

UrbanMist products are personal-use items. For hygiene, product-integrity, and customer-safety reasons, opened or used devices and flavour cores are not eligible for a change-of-mind return, exchange, or refund—unless the item is faulty, damaged, incorrectly supplied, not as described, or applicable law requires otherwise.

Nothing in this policy limits your rights under South African consumer law.

Change-of-mind returns

If you change your mind, contact us within 7 days of receiving your order.

To be eligible for a voluntary return, the item must be:

  • Unused and unopened

  • In its original sealed packaging

  • In resaleable condition

  • Returned with your order number or proof of purchase

  • Authorised by UrbanMist before being sent back

For hygiene and safety reasons, we cannot accept change-of-mind returns on:

  • Devices that have been opened, used, or tested

  • Flavour core packs that have been opened or unsealed

  • Items with damaged, altered, or tampered packaging

  • Items returned without prior approval

  • Products where the reason for return is flavour preference after the product has been opened or used

Where permitted by applicable law, the customer is responsible for the direct cost of returning a change-of-mind item.

Damaged, incorrect, or faulty items

If your order arrives damaged, incorrect, incomplete, or faulty, please contact us as soon as possible.

To help us resolve the issue quickly, please include:

  • Your order number

  • A clear description of the problem

  • Photos or video of the item and packaging where relevant

Please report delivery damage or an incorrect item within 48 hours of receiving your order where possible. This helps us investigate with the courier promptly, but does not limit any statutory consumer rights you may have.

Where a product is confirmed to be faulty, damaged, incorrectly supplied, or not as described, Urban Mist will assess the matter and provide the appropriate remedy in line with applicable law. This may include a replacement, repair, or refund.

Your rights for defective goods

Under South African consumer law, goods that are defective, unsafe, or fail to meet the required quality standards may qualify for a repair, replacement, or refund within six months of delivery.

This protection applies even to personal-use items where a genuine defect, incorrect supply, or material misdescription is confirmed.

How to start a return

Please contact Urban Mist through our Contact Us page before returning any item.

Do not send a product back without return authorisation. Once your request has been reviewed, we will provide the next steps.

Refunds

Where a refund is approved, it will be processed to the original payment method used for the order.

For approved change-of-mind returns, a refund is processed after the returned item has been received and inspected. For damaged, incorrect, or faulty goods, we will confirm the resolution with you after assessment.

Order cancellations

If you need to cancel an order, contact us as soon as possible. If your order has not yet been dispatched, we will do our best to assist.

For help with a return, refund, exchange, or order issue, please contact Urban Mist and include your order number.