Service Warranty


We understand that online shopping can be difficult. If the product received is not as described on the website we will gladly exchange, or credit the merchandise purchased on www.amazon.com within 30 days of original purchase. For all international purchases you have 30 days (from purchase) to notify supprot@tianlibag.com. We do not offer exchanges or returns on sale items. Please note merchandise must be unused and be in the original condition with all original tags attached.

In the case of a product return should it not be as described on the website, shipping is payable by the customer and must be sent via a prepaid and traceable method to ensure safe and documented delivery. Urban Originals takes no responsibility for lost merchandise without proof of delivery. The original shipping charges are not refundable and if you are exchanging for an alternative item, a shipping charge will be applied.

Online credits will be provided via a credit voucher code which will be issued by Urban Originals head office once the return has been approved. This voucher code is redeemable for 3 months after issue on the E-Store and is non refundable. All shipping costs will be paid for by Urban Originals should the exchange be from a faulty item under warranty.

All faulty Urban Original products that are purchased in store will need to be returned under the store's policy. Faulty goods are only accepted back to Urban Originals head office within 14 days of purchase. If it is out of warranty it is under the store's discretion if they wish to exchange/return the product.


Urban Originals will exchange faulty items that have been purchased at www.uo.com.au within the last 3 months. If the item is no longer available, we will send you a substitute of similar value at our discretion.

Urban Originals reserve the right to deny refunds if the merchandise does not meet our returns policy requirements once assessed. If you would like to return or exchange your item(s) for any reason, please follow the below returns procedure.


Upon receiving the package, you will find enclosed your purchase, invoice and a Returns Authorisation Form. If for any reason you wish to exchange an item it must be returned with the Returns Form and the invoice that comes with your purchase.