Refund policy

At Urban Layer Supply, we understand that the dining table is more than a place where meals are served. It is where families gather, guests are welcomed, celebrations unfold, and ordinary evenings become memorable. Our placemats, coasters, and trivets are selected to bring practical protection and a finished touch to those everyday moments.

We want customers to feel confident when ordering from Urban Layer Supply. If a product arrives damaged, defective, incorrect, or simply does not meet your expectations, this Return and Refund Policy explains the process for requesting a return, exchange, or refund.

This policy applies to purchases made through https://www.urbanlayersupply.company/ and is administered by HGFACIALIST CO.

1. Return Period

Subject to applicable law, eligible merchandise may be returned within 30 calendar days from the date of delivery.

To qualify for a standard return, the product should generally:

  • Be unused and in resalable condition.
  • Be clean and free from food residue, grease, stains, odors, or other signs of use.
  • Not have been intentionally damaged, altered, cut, washed, repaired, or modified.
  • Include original tags, packaging, or accessories where reasonably available.
  • Be accompanied by reasonable proof of purchase.
  • Be returned within the applicable return period.

Because our products are intended for use around food and beverages, customers should inspect placemats, coasters, and trivets before putting them into service.

2. Product-Specific Return Considerations

Placemats

Placemats should be returned unused and free from food, beverages, stains, grease, or laundering-related damage.

A placemat that has already been used at a dining table may not qualify for a change-of-mind return because its condition may no longer be suitable for resale.

Coasters

Coasters should remain unused and free from beverage rings, liquid exposure, stains, discoloration, or other signs of use when being returned for preference-based reasons.

Trivets

Trivets should not be exposed to hot cookware before being returned.

A trivet showing evidence of heat exposure, scorching, melting, warping, burning, or other use-related damage generally will not qualify for a standard change-of-mind return.

This does not limit a customer's rights concerning a product that was defective before use.

3. How to Start a Return

Please contact us before mailing merchandise back.

Email: [email protected]

Please include:

  1. Your name.
  2. Order number.
  3. Product name.
  4. Quantity being returned.
  5. Reason for the return.
  6. Photographs if the item is damaged, defective, or incorrect.

Our customer service team will review the request and provide appropriate return instructions.

Customers should not send merchandise to an alternative address unless specifically instructed to do so.

4. Damaged, Defective, or Incorrect Products

We understand that a damaged dining accessory can disrupt an otherwise simple home purchase.

If a product arrives damaged, defective, or materially different from the item ordered, please contact us within 7 calendar days after delivery, where reasonably possible.

Please provide photographs showing:

  • The affected product.
  • The packaging, if damaged.
  • Any visible manufacturing defect.
  • The product label or identifying information, if available.

After reviewing the circumstances, Urban Layer Supply may provide an appropriate remedy, which may include a replacement, refund, or another resolution permitted by applicable law.

Customers should not discard materially damaged merchandise or packaging until we have had a reasonable opportunity to review the claim.

5. Change-of-Mind Returns

If you decide that a placemat pattern does not complement your dining room, a coaster set is not the style you expected, or a trivet does not suit your kitchen décor, you may contact us about an eligible return.

For a standard change-of-mind return:

  • The merchandise must remain unused.
  • The customer generally pays the return shipping cost.
  • Original shipping charges, if any, may be non-refundable.
  • The returned merchandise must meet the applicable condition requirements.
  • Refund eligibility is determined after the returned merchandise is received and reviewed.

6. Hygiene and Condition Requirements

Although these are household dining accessories rather than apparel, they are products designed for areas where food and beverages are regularly handled.

Returned products must therefore be reasonably clean and free of:

  • Food particles.
  • Oils or grease.
  • Beverage stains.
  • Strong odors.
  • Cleaning chemicals.
  • Excessive wear.
  • Heat damage.
  • Pet-related contamination.
  • Other conditions that materially affect resaleability.

These requirements do not restrict rights concerning defective merchandise or other rights that cannot legally be waived.

7. Return Shipping

For a customer-requested return based on preference, sizing of a table setting, décor choice, or another non-defective reason, the customer is generally responsible for return shipping.

If the product is confirmed to be defective, damaged before delivery, or incorrectly supplied, we will provide an appropriate resolution consistent with the circumstances and applicable law.

Customers are encouraged to use a trackable return method.

8. Refunds

Once an approved return is received, the merchandise may be inspected before the refund is authorized.

Approved refunds will generally be initiated within 5–10 business days after receipt and review of the returned product.

Refunds are normally issued to the original payment method.

The time required for a bank, credit-card issuer, or payment provider to display the refunded amount may vary.

If the refund does not appear after the applicable processing period, please contact us so that we can investigate.

9. Exchanges

If you would prefer another eligible product rather than a refund, contact customer service.

Exchanges may be available depending on current inventory.

If the requested replacement is unavailable, we may offer an eligible refund or another appropriate resolution.

10. Order Cancellation

If you need to cancel an order, contact us as soon as possible.

We will make reasonable efforts to accommodate cancellation requests received before fulfillment or shipment.

Once an order has entered fulfillment or has been transferred to a carrier, cancellation may no longer be possible. In that situation, the standard return process may apply.

11. Undeliverable or Returned Packages

If an order is returned to us because of an incorrect or incomplete address, refusal of delivery, or another delivery issue attributable to the shipping information supplied by the customer, contact us after the package returns.

Depending on the circumstances, we may offer reshipment or refund options.

Additional shipping charges may apply to reshipment where permitted by law.

12. Refunds and Legal Rights

This policy is intended to establish a practical and transparent return procedure. It does not waive any consumer protection, warranty, or other legal right that cannot lawfully be excluded.

Florida's consumer-protection laws include the Florida Deceptive and Unfair Trade Practices Act, which addresses unfair methods of competition and unfair or deceptive acts or practices in trade or commerce.

13. Return Address

HGFACIALIST CO.
1414 NW 107 AVE 314
Doral, FL 33172
United States

Contact Person: KAILEY LYNN LOOKABILL
Email: [email protected]

14. Contact Before Returning Merchandise

Customers should contact us before sending merchandise back so that we can identify the order, explain the applicable procedure, and help prevent packages from being misdirected.

We appreciate the opportunity to resolve return requests fairly, efficiently, and respectfully.