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At Nerd Urbanity, we aim to provide a structured, transparent, and reliable experience for collectors. Please review our return, refund, and exchange terms below to ensure a smooth process.
1. Return Windows & Refund Eligibility
- Standard Return Window: You have 30 days from the verified carrier delivery date to initiate an eligible return. [1]
- Condition Required for Change of Mind: If you change your mind about a purchase, only undamaged, unopened, and factory-sealed items (original factory seal must remain completely intact) will be considered for a return.
- Pre-Owned Items: All pre-owned item purchases are strictly Final Sale and are not eligible for return or refund unless verified transit breakage or complete carrier loss is involved.
- Exceptions: Specialty items with explicitly stated Non-Refundable Deposits (NRDs) do not qualify for a full reimbursement of the deposit portion upon cancellation or return. [1]
2. Restocking Fees & Extension Requests
- Change of Mind (Within 14 Days): Returns initiated within the first 14 days due to a change of mind are subject to a 15% restocking fee, which will be deducted from your final refund. The buyer is responsible for return postage costs under these circumstances.
- Change of Mind (Days 15–30): To return an item after the initial 14 days, you must request a formal extension before the 30-day window lapses. Extension approvals are decided on a case-by-case basis and apply only to sealed, undamaged stock. Approved extensions past the 14-day grace period are subject to a 20% restocking fee deducted from the refund, and the buyer must pay for return postage. Requests for extensions will not be accepted once the initial 30-day window has fully expired.
3. How to Start a Return
- Step 1: Contact our team via email at StayNerdy@NerdUrbanity.com or call us at +1 (802) 999-0493 to initiate your claim.
- Step 2: Our team will review your request based on the conditions outlined in this policy. For verified shop errors or carrier damage claims, a digital shipping label will be provided.
- Step 3: Securely pack your item in its original shipping box with all structural inserts, accessories, and parts included.
- Step 4: Affix the label to the outside of the box and drop the package off at the designated carrier location. All items are technically inspected upon arrival at our warehouse before a final refund is approved.
4. Shipping Costs & Methods
- Domestic Returns: Nerd Urbanity covers return shipping costs within the United States exclusively for verified item defects, storefront errors, or unrecoverable carrier damage. For change-of-mind returns, the buyer covers return postage.
- International Returns: Overseas buyers are responsible for all return shipping costs, tracking, and local customs duties regardless of the return reason.
- Exchanges: Approved domestic exchanges for qualifying items ship free from our hub; international exchanges require the overseas buyer to pay all outgoing transit fees.
5. Processing Timelines
- Inspection Window: Returned items are thoroughly inspected within 5 business days of arrival at our facility to verify that all original parts, figures, packaging, and accessories are present and undamaged.
- Refund Issuance: Once a return passes inspection, approved refunds take 3 to 7 business days to credit back to your original payment method, depending on your banking institution.
- Exchange Delivery: Replacement items for approved exchange claims typically ship out from our warehouse within 48 hours after the original returned item passes our warehouse inspection. [1]
6. Shipping Damage & Carrier Issues
- Defects & Discrepancies: If you receive a defective product or an item other than what was specified prior to purchase, report it within 30 days. Documented proof of the discrepancy must be provided to Nerd Urbanity for consideration.
- Carrier Negligence: If an item arrives damaged due to carrier negligence, it is the buyer's responsibility to provide clear photographic or video documentation of the product and packaging issues to Nerd Urbanity for claim consideration.
- Refused Delivery: You may refuse delivery at your doorstep only if the outer shipping box is severely and visibly damaged.
- Cosmetic Box Damage: Our retail items are sold for the collectible figure itself. If the product functions perfectly but the outer retail box sustained minor dents or creases during transit, buyers are encouraged to file a claim directly with the mail carrier.
- Lost Packages: In cases of complete transit loss, contact both Nerd Urbanity and the carrier immediately. If the carrier officially determines the package is unrecoverable, a 100% refund will be approved.
- Theft After Delivery: Nerd Urbanity is not liable for items stolen or lost after a delivery has been successfully completed and marked as delivered by the carrier. It is the customer’s responsibility to contact local authorities, file a police report, and file claims with their mail carrier for compensation.
- Fraudulent Claims: Buyers engaging in fraudulent claims are not eligible for refunds. All collected data and communication will be reported directly to the proper authorities for theft investigation.
7. Promotional Codes & Store Credit
- Promo Code Forfeiture: Storefront discount codes are single-use tokens and cannot be reissued, reused, or refunded upon an item's return.
- 90-Day Credit Window: Qualifying storefront discrepancies or incorrect items reported late (between 31 and 90 days post-delivery) are handled case-by-case and qualify for store credit options only.
8. Guidelines for International Purchases
- Tracking Policy: The official 30-day return eligibility clock begins strictly when the carrier tracking network marks the international package as "Delivered."
- Currency Fluctuations: All storefront transactions and refunds are issued strictly in USD. Nerd Urbanity does not cover or refund bank-level foreign exchange fee differences or currency conversion shifts.
- Customs Seizures: Nerd Urbanity is not liable or responsible for packages opened, damaged, destroyed, or held indefinitely by international customs authorities.
Frequently Asked Questions (FAQ)
How do I start a return process?
Email us directly at StayNerdy@NerdUrbanity.com or call +1 (802) 999-0493 to initiate your claim with our support team. [1]
Email us directly at StayNerdy@NerdUrbanity.com or call +1 (802) 999-0493 to initiate your claim with our support team. [1]
Will I get my used discount code back if I return an item?
No, promotional codes are single-use marketing discounts and cannot be reissued or credited back upon an item return. [1]
No, promotional codes are single-use marketing discounts and cannot be reissued or credited back upon an item return. [1]
What happens if my item arrives damaged by the mail carrier?
Email us clear photo proof of the package and item damage within 30 days so we can review the carrier negligence claim for a replacement or refund.
Email us clear photo proof of the package and item damage within 30 days so we can review the carrier negligence claim for a replacement or refund.
Can I return an item after 30 days?
Only if you requested a formal extension before your initial window lapsed. Approved extensions for change-of-mind items are subject to a 20% restocking fee. [1]
Only if you requested a formal extension before your initial window lapsed. Approved extensions for change-of-mind items are subject to a 20% restocking fee. [1]
Who pays for international return shipping?
Overseas buyers are responsible for covering all international return shipping costs, secure tracking, and local customs duties. [1]
Overseas buyers are responsible for covering all international return shipping costs, secure tracking, and local customs duties. [1]