Refund policy
Last updated: 12 January 2026
At Urban Ohm, we want you to be completely satisfied with your purchase.
This Return & Refund Policy applies to purchases made from urbanohm.com, operated by Urban Ohm AB, registered in Sweden.
1. Right of Withdrawal – Physical Products
In accordance with the EU Consumer Rights Directive and the Swedish Distance Contracts Act, you have the right to withdraw from your purchase of physical products within 14 days from the day you receive your order.
2. How to Make a Return
To exercise your right of withdrawal:
- Notify us by email at info@urbanohm.com within 14 days of receiving your order.
- Return the product within 14 days from your notification.
To be eligible for a return, your item must be in the same condition that you received it, unused, in its original packaging, and in a resalable condition. You'll also need the receipt or proof of purchase.
How to return
Please email us at info@urbanohm.com to initiate a return, and you will receive a return shipping label via our customer support. Please include the order number for your purchase and the reason for the return in your email.
3. Return Shipping Costs
You are responsible for return shipping costs unless the item is defective or incorrect.
We recommend using a trackable shipping method, as you are responsible for the return until it reaches us.
4. Refunds
Once we receive and inspect the returned items, we will issue a refund within 14 days.
Refunds include:
- The purchase price
- Standard delivery costs that are applied when purchasing the product. (The customer is responsible for return shipping costs.)
Refunds are made using the same payment method used for the original purchase, unless otherwise agreed.
5. Digital Products (PDF Guides)
Digital products are delivered immediately after purchase.
In accordance with EU law, the right of withdrawal does not apply to digital content once delivery has begun.
By completing your purchase, you:
- Consent to immediate delivery of the digital content.
- Acknowledge that you lose your right of withdrawal.
No refunds are provided for downloaded digital products.
6. Damaged or Incorrect Items
If you receive a defective or incorrect physical item, please email us at info@urbanohm.com as soon as possible. Include your order number in the email and attach a description and a photo of the issue. If the claim is approved, a replacement product will be sent to you.
Approved complaints are handled in accordance with the Swedish Consumer Sales Act. As a customer, you will not be charged for the return shipping label for the defective product or for the shipping of the replacement product.
7. Non-Returnable Items
The following items cannot be returned:
- Digital downloads
- Items damaged due to improper use
- Products returned in used or altered condition beyond normal inspection (for example used scented candles or incense).
8. Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. If you have any questions regarding exchanges, please contact us at info@urbanohm.com.
9. Unclaimed package
When your package arrives at a pickup point, a notification will be sent to you via email or SMS. As a customer, you are responsible for ensuring that the mobile number, address, and email address you provided are correct. If you do not collect your order and it is returned to Urban Ohm, the customer will be charged for the cost of new shipping if the customer wishes Urban Ohm to resend the package. Please note that in the event of a return, even if the package is returned due to being unclaimed, the customer is always responsible for the return shipping cost, which will be deducted when we refund the cost of the product.
10. Contact Information
For returns, refunds, or questions, please contact:
Company name: Urban Ohm AB
Email: info@urbanohm.com
Address: Gåshagavägen 5, 181 67 Lidingö, Sweden