Refund policy
At Urban Drape Supply, operated by RGP & COMPANY, INC., we understand that tableware and lunch containers are products that customers expect to arrive clean, complete, functional, and suitable for their intended everyday use. Whether a customer is preparing a packed lunch, organizing a family meal, arranging a dining table, or purchasing a coordinated tableware set, small details can make a meaningful difference.
This Return and Refund Policy explains when eligible merchandise may be returned, how damaged or incorrect items are handled, and how approved refunds are processed.
1. Return Period
As a proposed standard store policy, eligible merchandise may be returned within 30 calendar days from the date of delivery.
Customers should inspect merchandise promptly after receiving it and before washing, using, assembling, altering, or exposing it to food or beverages.
A return must satisfy the applicable conditions described below.
2. General Return Requirements
To qualify for a standard return, merchandise should generally:
- Be unused;
- Be unwashed;
- Be clean and free from food, beverages, grease, oils, stains, odors, or other contamination;
- Remain in substantially original condition;
- Include original packaging, labels, components, lids, inserts, utensils, or accessories where reasonably available;
- Not have been modified, cut, drilled, painted, engraved, repaired, or otherwise altered;
- Not show signs of ordinary use or wear.
Because tableware and lunch boxes are commonly used with food and beverages, hygiene and cleanliness are important factors when evaluating whether returned merchandise remains suitable for resale.
3. Tableware Sets
For tableware sets, customers should inspect the complete set before use.
If a set contains multiple pieces, please verify that the expected components are present before washing or using the products.
A return may be denied or limited when individual pieces have been:
- Used for meals;
- Exposed to food or beverages;
- Washed;
- Scratched through use;
- Stained;
- Damaged through improper handling;
- Permanently modified.
If a tableware set is returned, all reasonably available components should be included.
4. Lunch Boxes and Food Containers
Lunch boxes should be inspected before use and before placing food or beverages inside.
For hygiene reasons, a lunch box or food-storage product that has been used, washed, filled with food, or exposed to liquids may not qualify for a standard change-of-mind return.
Customers should not remove protective materials or labels unnecessarily if they are considering returning an item.
Where a product contains a lid, closure, compartment divider, utensil, strap, handle, seal, or other component, those components should be returned together with the primary product.
5. Product-Specific Performance
Customers should rely on the individual product description and accompanying instructions when determining whether a particular item is:
- Dishwasher-safe;
- Microwave-safe;
- Oven-safe;
- Freezer-safe;
- Leak-resistant or leakproof;
- Suitable for hot liquids;
- Suitable for particular foods;
- Suitable for direct food contact;
- Suitable for prolonged food storage.
Unless expressly stated for a specific product, customers should not assume any of these characteristics.
6. Incorrect or Defective Merchandise
If an item arrives materially defective, damaged, incomplete, or different from the product ordered, please contact:
within 7 calendar days after delivery.
Please include:
- Order number;
- Customer name;
- Product name;
- Description of the problem;
- Photographs of the merchandise;
- Photographs of the shipping package where shipping damage may be involved.
Customers should not wash, use, fill, heat, or otherwise modify merchandise that they believe arrived defective before contacting us.
7. Examples of Issues That May Qualify for Review
Depending on the circumstances, examples may include:
- A visibly damaged tableware piece upon arrival;
- A missing component from a purchased set;
- A materially different product from the one ordered;
- A cracked or broken item present when the package is opened;
- A lunch box arriving with a missing lid or major component;
- A manufacturing problem that materially affects ordinary intended use.
Final eligibility will depend on the specific circumstances and applicable law.
8. Issues That May Not Qualify as Defects
The following may not, by themselves, constitute a product defect:
- Minor packaging marks;
- Cosmetic variations that do not materially affect use;
- Differences caused by screen or lighting conditions;
- Normal manufacturing variation;
- Damage caused after delivery;
- Scratches caused by use;
- Staining from food or beverages;
- Damage caused by improper cleaning;
- Damage caused by heat or appliances contrary to product instructions;
- Normal wear and tear;
- A customer changing their mind after purchase.
9. Change-of-Mind Returns
If a customer decides that a tableware set or lunch box is not suitable for their preferences, style, size, color, household needs, or intended occasion, the merchandise may qualify for a standard return if it remains unused and satisfies all return conditions.
Return shipping for a preference-based return is generally the customer's responsibility unless otherwise required by applicable law or expressly approved by RGP & COMPANY, INC.
10. Return Authorization
Customers should contact us before sending a return.
Do not send merchandise to an address found on an old shipping label, third-party website, or previous transaction unless the return address has been confirmed for your specific order.
The current business and return address is:
RGP & COMPANY, INC.
511 Recker Hwy
Auburndale, FL 33823
United States
Additional instructions may be provided depending on the nature of the return.
11. Refund Processing
Once a returned item is received, it may be inspected before a refund is approved.
Approved refunds will generally be issued to the original payment method.
As a proposed processing standard, please allow approximately 5–10 business days after return approval for internal refund processing. Your bank, card issuer, or payment provider may require additional time before the credit appears in the account.
12. Exchanges
Exchanges may be considered when replacement inventory is available.
For example, an unused tableware set or lunch box may potentially be exchanged for another available variation where operationally feasible.
An exchange is not guaranteed if the requested replacement is unavailable.
13. Order Cancellation
Customers who need to cancel an order should contact us as soon as possible.
A cancellation request received before fulfillment may be considered when operationally feasible.
Once an order has entered fulfillment or has been shipped, cancellation may no longer be possible, and the customer may need to use the return process.
14. Returned-to-Sender Packages
If an order is returned because of an incomplete or incorrect address, repeated delivery failure, refusal of delivery, or another customer-related circumstance, we may contact the customer concerning available options.
Additional shipping charges may apply to a replacement shipment.
15. No Waiver of Legal Rights
This policy establishes the store's voluntary return procedures. It does not eliminate or restrict any consumer right, remedy, warranty, or protection that cannot legally be waived under applicable federal or Florida law.
Where applicable law provides a right or remedy that differs from this policy, the mandatory legal requirement will control.
16. Return Contact
RGP & COMPANY, INC.
Attn: MALANA MARIE FLORES
511 Recker Hwy
Auburndale, FL 33823
United States
Email: [email protected]