Guarantee & returns
We work with suppliers directly, so only original products make it onto our shelves. The terms below apply to purchases made in UrbanLine stores and on the website.
Exchange and return of goods of proper quality
Non-food items can be exchanged or returned within 14 calendar days in the manner established by the legislation of the Republic of Kazakhstan. The item must not have been used; its appearance, consumer properties, seals and labels must be preserved, subject to statutory exceptions.
If a defect is found
Contact the seller and describe what happened and what remedy you are requesting. Your rights, the quality inspection procedure and the timeframes for satisfying claims are governed by the law of the Republic of Kazakhstan “On Protection of Consumer Rights”. Limitations on returning goods of proper quality do not affect claims for defective goods.
Proof of purchase
Keep the receipt or other proof of purchase. Without a receipt, the purchase can be proven by other admissible evidence — the absence of a receipt alone is not grounds for rejecting a claim.
How to submit a claim
Deliver your claim to the seller using the details in the public offer or contact the place of purchase. Include your purchase details, the problem found, the remedy you request and a contact for the reply. If the seller disagrees with the claim, they send a reasoned written reply within the statutory period.
- Visit any UrbanLine store (addresses are listed in the “Pickup” section of the “Delivery & payment” page).
- Present your proof of purchase and keep the product packaging.
- A manager will inspect the item and process a return, replacement or repair.