Refunds & Returns

Shipping Policy

Urs and Mine does not ship or handle items. Sellers are responsible for shipping and delivery. Therefore, returns and refunds are at the discretion of each seller.

 

Refund Policy

Urs and Mine established a return policy that addresses both parties of the transaction, the Buyer and the Seller. If Buyers have an issue with an item that they received, the Sellers, our agents, and/or our systems can decide if an item is eligible for a return and/or a refund. Buyer may receive a refund to the originating payment instrument, funds added to balance, or an “account” credit (account credit) depending on eligibility. Buyers must initiate a refund and return request. The Buyer must initiate a refund and return request by contacting us through the Order Status, or Support Email within 72 hours of delivery. Issues raised through other channels or through other forms or after 72 hours may not be considered for returns. If you feel you're entitled to a refund, please get in touch with our customer service team at support@ursandmine.com.

 

Eligibility

The Buyer may be eligible for a refund for the following reasons:

  • Doesn’t match listing
  • Item is incomplete
  • Wrong item

The Buyer must provide complete, accurate answers to specific questions about the received item and provide each specific photo requested, both of which may vary depending on the type of issue the Buyer is presenting. Other issues may be raised during this process that may/may not result in a return or refund.

 

Evaluation

Urs & Mine evaluates the issue presented to determine if the item is as described or warrants a return or refund. In some cases, Urs & Mine may share the Buyer’s Issue with the Seller to understand the Seller’s perspective in the issue evaluation process. Sellers may dispute the request and provide additional information. Urs & Mine may also have the Buyer and the Seller discuss and attempt to resolve the issue independently. If the Buyer has a complaint about the item that falls outside of the Refund Policy, the Seller may use discretion to accept a refund and item return.

The Buyer and/or Seller may be asked to provide the following additional information as part of the evaluation:

  • Provide photos to show the entire item(s) received
  • Highlight the problem area (when applicable)
  • Provide photos of the packaging and full shipping label
  • Serial number or IMEI number (when applicable)
  • Other information as warranted

 

Refunds - Under Nominal Amount

Refunds under a nominal are issued as an account credit upon issue review by Urs & Mine, expiring in 90 days, unless the Buyer requests to have the funds added to the account balance or processed back to the original form of payment. Requests for other payment forms must be made within 3 days of return approval and before credits are used.

 

Returns and Refunds - Over Nominal Amount

Refunds will be processed to the original form of payment no later than three (3) business days after confirmation from the Seller that the item was returned by the Buyer to the Seller.

  • For approved returns, Urs & Mine provides a free shipping label to the Buyer. The Buyer has three (3) calendar days to mail the item back or the Return can be nulled. In the event that the item is shipped but cannot be delivered to the Seller, the Buyer will be refunded 10 days after approval.
  • Refunds will be processed no later than 10 days after a written refund request has been received and substantiated.
  • If a refund request is received after the transaction has been processed outside of our Return Policy timeframe, a refund to the original form of payment may not be available. In that case, an account credit may be made.
  • Returns are reviewed by the Seller. The Seller has 24 hours from receipt to inspect the item before the refund is issued to the Buyer.
  • The Seller may file a “Return Condition Dispute” and provide evidence of the condition or other claims which will be investigated before a refund can be issued. In such cases, the item may not be eligible for a refund to the Buyer.

     

    Return Condition Disputes

    When the Seller receives an item back from the Buyer, the Seller has 24 hours from the time of delivery to review the item and let Urs & Mine know that it was different from how it was sent. Sellers must request help from the Support Email and completely and accurately provide the information and photos requested. Urs & Mine agents will review the request and may provide a partial or full credit to the Urs & Mine account.

     

    All Sales Final

    Urs & Mine does not accept Returns or issue a refund if the Buyer released payment to the Seller or in the following circumstances:

    • Returned request approved, but Buyer does not return the item back to the Seller after seven days from receiving.
    • If the Buyer does not contact Urs & Mine within the Return timeframe when Returns are accepted upon Seller’s approval.
    • Prohibited, hazardous or illegal items are not eligible for a return

    Any exceptions to the All Sales Final policy will result in an account credit that expires in 90 days.

     

    Returns Abuse

    Abuse of refunds and returns may, at Urs & Mine’s discretion, result in account limitation(s) and/or legal action.

     

    Disclaimer and Limitation of Liability

    The Website and Service are provided "AS IS" and without warranties of any kind. To the fullest extent permissible pursuant to Applicable Laws, we disclaim all warranties, express or implied, including accuracy, completeness, availability, security, compatibility and noninfringement. We do not warrant that the Service will be error-free, that the Website and/or Service is/are fit for your purposes, that access thereto will be uninterrupted, that defects will be corrected, that the Service is free of viruses or other harmful components, or that the Website and Service are fully secure of breach. You hereby irrevocably waive any claim against us with respect to any information you provide to Third-Party Websites (including credit card and other personal information).

    Under no circumstances, including negligence, shall we be liable to you or any other person or entity for any direct, indirect, incidental, special or consequential damages that result from the use of, or the inability to use, the Service, or the conduct or actions, whether online or offline, of any user of the Service or any other person or entity. In no event shall our total liability to you for all damages, losses and causes of action whether in contract, tort (including negligence) or otherwise exceed the amount paid by you, if any, for accessing or participating in any activity related to the Service. Moreover, under no circumstances shall we be held liable for any delay or failure in performance resulting directly or indirectly from an act of force majeure or causes beyond our reasonable control.

    You hereby agree to take full responsibility and utterly indemnify and hold harmless Urs & Mine for any cost, expense, loss, damages, claims, demands and liabilities, including reasonable attorneys' fees and expenses howsoever caused that may arise in relation to:

    • your uploading, posting, downloading or accessing of any content, including User Content, material and/or other information;
    • any use of the Website or the Service;
    • breach of these Terms and Conditions;
    • your violation of the rights of another user or a third party, including but not limited to their intellectual property rights or privacy rights;
    • any overt harmful act toward any other user of the Website and Service with whom you have connected via Urs & Mine;

    Notwithstanding the foregoing, we reserve the right, at your expense, to assume the exclusive defense and control of any matter for which you are required to indemnify us, and you agree to cooperate, at your expense, with our defense of such claims. We will use reasonable efforts to notify you of any such claim, action, or proceeding which is subject to this indemnification upon becoming aware of it.

    You are solely responsible for all your communications and interactions with other individuals. You understand that we cannot and do not assure that other users are or will be complying with all or any of the provisions of these Terms.

    The limitations, exclusions and disclaimers in this section and elsewhere in these Terms apply to the maximum extent permitted by Applicable Laws.

    We make no claim that Website or Service are appropriate or available for use in any particular location. Those who choose to access the Service do so on their own initiative, agree to these Terms and Conditions and are responsible for compliance with all Applicable Laws, including any Applicable local Laws.

    We reserve the right, but do not assume the obligation, to investigate any potential violation these Terms and Conditions and to remove, disable access to, or modify any user accounts and/or User Content from the Website. Our failure to act with respect to a breach by you or others does not waive our right to act with respect to subsequent or similar breaches. We do not guarantee we will take action against all breaches of these Terms and Conditions.

    If any provision of these Terms shall be unlawful, void or for any reason unenforceable, then that provision shall be deemed dissociated from these Terms and Conditions and shall not affect the validity and enforceability of any remaining provisions.