Refund policy

Last updated: July 30, 2026

At Urban Ummati, we want you to feel confident when purchasing our Islamic-inspired wall art and home décor. Each piece is handled with care, and many products are fragile, limited-release or produced in small quantities.

This Return and Refund Policy explains when returns, refunds, exchanges, replacements and damage claims may be accepted.

By placing an order with Urban Ummati, you agree to this policy, subject to any rights that apply under Canadian or provincial consumer-protection law.

1. Contact Information

Urban Ummati is operated by Zaynaab Inc.

For return, refund, exchange or damaged-item requests, contact:

Urban Ummati
Email: social@urbanummati.store
Address: 5063 North Service Road, Suite 200, Burlington, Ontario L7L 5H6, Canada

Please include your order number in all correspondence.

Do not return an item to the address above until Urban Ummati has approved the return and provided instructions.

2. Return Window

You may request a return for an eligible standard product within 14 days of delivery.

To qualify, the item must be:

  • Unused
  • Uninstalled and unmounted
  • Undamaged
  • In its original condition
  • Complete with all parts, accessories, inserts and mounting materials
  • In its original packaging wherever reasonably possible
  • Returned only after receiving approval from Urban Ummati

Items returned without prior authorization may not be accepted.

The return must be shipped within the timeframe provided in the return authorization instructions.

3. How to Request a Return

Email social@urbanummati.store within the applicable return window and include:

  • Your full name
  • Order number
  • Email address used during checkout
  • Product name
  • Reason for the return
  • Photographs of the product
  • Photographs of the packaging, where relevant

We will review the request and provide return instructions when the return is approved.

Do not send the item back until you have received written approval and return instructions.

4. Non-Returnable and Final-Sale Items

The following are not eligible for ordinary return, exchange or refund unless they arrive damaged, defective, incorrect or applicable law requires otherwise:

  • Custom or personalized products
  • Made-to-order products after production has begun
  • Bespoke size, colour or design requests
  • Products expressly identified as final sale
  • Clearance items expressly identified as final sale
  • Gift cards
  • Products that have been installed, mounted, altered or modified
  • Products damaged through misuse, improper installation or customer handling
  • Products missing parts, accessories or important components
  • Products that cannot be returned safely because required packaging has been discarded

A product is not final sale merely because it is described as limited-release unless it is clearly identified as final sale before purchase.

5. Return Shipping Costs

For an approved preference-based return, including change of mind or suitability for the customer’s room or décor, the customer is responsible for:

  • Arranging return shipping as instructed
  • Paying the return shipping cost
  • Using a tracked shipping service
  • Packaging the item securely
  • Retaining proof of shipment

Urban Ummati will cover reasonable return or replacement shipping where we confirm that:

  • The wrong item was sent
  • The item arrived damaged
  • The item has a manufacturing defect
  • The order issue was caused by Urban Ummati

No restocking fee will apply to an approved return received in its original condition unless a fee was clearly disclosed before the purchase or unusual costs resulted from customer-caused damage or non-compliance with the return instructions.

6. Complimentary Outbound Shipping

Eligible launch orders include complimentary tracked outbound shipping within Canada.

For an approved ordinary return received in its original condition, Urban Ummati will not deduct the initial complimentary outbound shipping cost from the product refund.

This does not apply where additional carrier costs arise because of:

  • An incorrect or incomplete customer-provided address
  • Refused delivery
  • Failure to collect the package
  • Unauthorized return
  • Customer-requested premium shipping
  • Customer-caused redelivery or returned-to-sender charges

Reasonable non-recoverable carrier costs caused by these circumstances may be deducted from an otherwise eligible refund where permitted by law.

7. Packaging Returned Items

Wall art and home décor may be fragile or easily damaged during return shipping.

Returned items must be packaged securely. We strongly recommend retaining and reusing the original shipping box, protective materials and product packaging until you are satisfied with your purchase.

The customer is responsible for damage occurring during preference-based return shipping when the item was packaged inadequately.

Urban Ummati may reduce or refuse a refund where a returned item is damaged because the return instructions were not followed or the item was not packaged safely.

8. Inspection of Returned Items

Once the return is received, Urban Ummati will inspect it.

A return may be refused or the refund reduced where the item is:

  • Used
  • Installed or mounted
  • Altered or modified
  • Damaged after delivery
  • Missing parts or accessories
  • Not in its original condition
  • Returned outside the approved timeframe
  • Returned without authorization
  • Damaged during return shipping because of inadequate packaging

Any deduction or refusal will be explained to the customer.

9. Refund Processing

After an eligible return has been received, inspected and approved, the refund will be issued to the original payment method.

Urban Ummati will normally process the approved refund within 5–10 business days after inspection.

Your bank, card issuer or payment provider may require additional time to display the refund on your account.

Original gift-card payments will generally be refunded to a gift card or store credit, subject to the original payment method and applicable law.

10. Exchanges

Exchanges may be offered for eligible products depending on inventory availability.

Because some Urban Ummati products are limited-release or produced in small quantities, a replacement or exchange cannot always be guaranteed.

Where an exchange is unavailable, an approved refund or another reasonable resolution may be offered.

11. Damaged Products

Please inspect your order promptly after delivery.

If an item arrives damaged, contact us within 48 hours of delivery at social@urbanummati.store and include:

  • Your order number
  • A clear description of the damage
  • Photographs of the damaged product
  • Photographs of the outer shipping box
  • Photographs of the inner packaging
  • A photograph of the shipping label

Do not discard the product, packaging or shipping box until we confirm the next steps. The carrier may require photographs, the original packaging or an inspection.

Depending on the circumstances and available inventory, an approved resolution may include:

  • Replacement
  • Repair or replacement components
  • Partial refund
  • Full refund
  • Assistance with a carrier claim

The 48-hour reporting request helps us document carrier damage promptly. It does not remove any mandatory legal rights that may apply.

12. Incorrect or Missing Items

If your order contains an incorrect item or is missing an item, contact us within seven days of delivery.

Please provide:

  • Your order number
  • Photographs of the item received
  • Photographs of the packaging
  • A description of the discrepancy

Where an Urban Ummati fulfilment error is confirmed, we will work to correct it at no additional cost to the customer.

13. Manufacturing Defects

If you believe an item has a manufacturing defect, contact us with your order number, photographs and a description of the issue.

A manufacturing defect ordinarily does not include:

  • Natural wood-grain variation
  • Slight colour, texture or finish variations
  • Minor handcrafted or small-batch variations
  • Minor reasonable size tolerances
  • Differences caused by screen or display settings
  • Damage resulting from incorrect installation
  • Damage caused by improper handling
  • Damage caused by moisture, heat, sunlight or chemicals
  • Ordinary wear and tear
  • Damage resulting from alteration or modification

14. Natural and Handcrafted Variations

Some Urban Ummati products may contain wood, layered materials, specialist finishes or handcrafted components.

Minor differences in colour, grain, texture, finish, edge detail or handmade character are part of the product and are not ordinarily considered defects.

Product photographs are intended to represent the item accurately, but colour appearance can vary between screens, lighting conditions and individual materials.

15. Order Cancellations

To request an order cancellation, contact social@urbanummati.store as soon as possible.

We cannot guarantee cancellation after an order has entered:

  • Processing
  • Packaging
  • Fulfilment
  • Production
  • Carrier collection or shipping

Where cancellation is still operationally possible, we will cancel the order and refund the original payment method.

Custom, personalized or made-to-order products may not be cancellable after production has begun.

16. Address Errors, Refused Deliveries and Uncollected Packages

Customers are responsible for entering a complete and accurate delivery address and monitoring shipment tracking.

Where a package is returned because of an incorrect address, refused delivery, unsuccessful delivery or failure to collect it, the customer may be responsible for reasonable:

  • Return-to-sender charges
  • Redelivery costs
  • Reshipment costs
  • Carrier handling costs

Refusing delivery does not automatically qualify an order for a full refund.

Any remaining refund eligibility will be assessed after the product is returned and inspected.

17. Packages Marked Delivered

Where tracking shows that a package was delivered but it cannot be located, promptly check:

  • The delivery location and surrounding entrances
  • Mailrooms or parcel lockers
  • Concierge or building management
  • Household members
  • Immediate neighbours
  • Carrier delivery photographs or notices

Please contact the carrier and Urban Ummati promptly.

We will reasonably assist with available carrier information or a claim. Any replacement or refund will depend on the delivery circumstances and carrier investigation.

18. Chargebacks and Payment Disputes

Please contact Urban Ummati first so that we have an opportunity to investigate and resolve an order concern.

Where a payment dispute or chargeback is filed, we may provide the payment provider with relevant order records, tracking information, communications and applicable policies.

Nothing in this section limits a customer’s lawful right to dispute an unauthorized or improper charge.

19. Abuse or Fraud

Urban Ummati may refuse a return, refund or future service where there is reasonable evidence of:

  • Fraudulent damage claims
  • False delivery claims
  • Return substitution
  • Deliberate product damage
  • Excessive or abusive return activity
  • Chargeback abuse
  • Other dishonest or unlawful conduct

Any decision will remain subject to applicable law.

20. Applicable Consumer Rights

Nothing in this Return and Refund Policy limits, excludes or replaces any right or remedy that cannot lawfully be limited or excluded under applicable Canadian or provincial consumer-protection legislation.

Where this policy conflicts with mandatory law, the mandatory legal requirement will apply.

21. Changes to This Policy

Urban Ummati may update this Return and Refund Policy to reflect operational, legal or service changes.

Updates will be posted with a revised “Last updated” date. The policy in effect when an order is placed will generally apply to that order, subject to applicable law.