Refund policy

At URBAN SHINE SUPPLY, operated by H & D BALLARD ENTERPRISES L.L.C., we believe that a clean workspace starts with the right tools. From desktop cleaning brushes that help clear away everyday dust to keyboard brushes designed for narrow spaces and screen-wiping cloths intended for delicate surfaces, each product should arrive in the condition you expect.

We want customers to have a clear understanding of their options if a purchase is unsuitable, arrives damaged, or does not match the order. This policy explains our return requirements, refund procedures, and the steps for requesting assistance.

1. Return Period

Customers may request a standard return within 30 calendar days after delivery.

To qualify for a standard return, the merchandise must generally:

  • Be unused and in its original condition.

  • Include its original packaging, accessories, and components, where applicable.

  • Show no signs of damage caused by use, improper storage, or handling after delivery.

  • Be accompanied by an order number, purchase confirmation, or other reasonable proof of purchase.

Customers may carefully inspect an item after opening its packaging. However, products that have been used for cleaning, exposed to dirt or cleaning chemicals, or altered in a way that affects their condition may not qualify for a change-of-mind return.

2. Product-Specific Return Conditions

Because our products serve different cleaning purposes, we assess returned items with their intended use in mind.

Desktop Cleaning Brushes

Desktop brushes should be returned free from accumulated dust, debris, stains, moisture, or signs of extended use. Handles, bristles, brush heads, and any detachable parts should remain intact.

Keyboard Cleaning Brushes

Keyboard cleaning brushes should be unused and returned with all included attachments or accessories. Brushes showing signs of contact with dirt, oils, liquids, or cleaning substances may not qualify for a standard return.

Screen-Wiping Cloths

Screen-wiping cloths should be unused, clean, and free from stains, lint accumulation, washing damage, or exposure to cleaning solutions. If a cloth is supplied in protective packaging, please include that packaging when returning it.

These product-specific conditions do not remove any rights customers may have when an item is defective, damaged on arrival, or materially different from the product ordered.

3. Items That May Be Ineligible for a Standard Return

A standard return may be declined if an item:

  • Has been used beyond reasonable inspection.

  • Has been washed, treated with chemicals, or otherwise altered.

  • Has missing components, attachments, or accessories.

  • Has been damaged through misuse, accidental handling, or improper storage after delivery.

  • Is returned without sufficient information to identify the purchase.

If an item is defective or was supplied incorrectly, please contact us even if it does not meet the ordinary change-of-mind return conditions. Such requests will be reviewed separately.

4. How to Start a Return

Please email [email protected] before mailing any merchandise.

Include the following details:

  1. Your name and order number.

  2. The product name and quantity you wish to return.

  3. The reason for the request.

  4. A brief description of the product's condition.

  5. Clear photographs if the product arrived damaged, defective, or incorrect.

Our team will review your request and provide instructions for the next step. Please wait for confirmation before sending a package, as this helps prevent returns from being delayed or delivered without the information needed to identify them.

Authorized Return Address:

H & D BALLARD ENTERPRISES L.L.C.
2920 Middle Bridge Ct
Crofton, MD 21114
United States

5. Damaged, Defective, or Incorrect Products

If your order arrives with broken brush components, damaged bristles, a torn or stained screen cloth, missing accessories, or an item that differs from your order confirmation, please contact us promptly.

Where possible, include photographs of:

  • The affected product.

  • The outer shipping package.

  • The shipping label.

  • Any visible damage to the packaging or included components.

After reviewing the issue, we may offer an appropriate remedy, such as a replacement, refund, or another resolution consistent with applicable law and the circumstances of the order.

Please retain the affected product and packaging until we have reviewed your report, unless keeping them would create a safety concern or disposal is otherwise necessary.

6. Refund Review and Processing

Once an authorized return reaches us, the merchandise may be inspected to confirm its condition and eligibility.

We will notify you of the result. If the return is approved, the refund will generally be issued to the original payment method. The time required for the credit to appear may depend on the payment provider, bank, or card issuer.

For an order containing multiple products, a partial return will generally result in a refund for the eligible returned items rather than the entire order.

If a refund is required because we cannot fulfill an order, sent an incorrect product, or supplied defective merchandise, we will handle the refund in accordance with the circumstances and applicable legal requirements.

7. Original Shipping Charges and Return Postage

Our standard shipping structure is:

  • Free shipping on merchandise orders of $10.00 or more.

  • A $5.99 shipping charge on merchandise orders below $10.00.

For a voluntary return based on a change of mind or ordering preference, original shipping charges are not automatically refundable, and the customer is generally responsible for the cost of return shipping.

If the return is necessary because of our fulfillment error or a confirmed product defect, we will review the appropriate shipping arrangement and will not require customers to bear costs where applicable law requires us to cover them.

For your protection, we recommend using a trackable return service and keeping the shipment receipt until the matter is resolved.

8. Exchanges

If you would like a different cleaning tool or product variation, contact our customer service team to ask whether an exchange is available.

Exchanges depend on inventory, the condition of the returned item, and the availability of the requested alternative. If an exchange cannot be arranged, we may explain the available return and repurchase options.

9. Order Cancellations

If you need to cancel an order or correct its shipping details, contact us as soon as possible at [email protected].

We will make reasonable efforts to assist before an order has entered fulfillment or been transferred to a shipping carrier. Once an order has shipped, cancellation may no longer be possible, and the standard return process may apply after delivery.

This section does not limit cancellation or refund rights that apply under federal or Maryland law.

10. Maryland Consumer Protection

For online retail sales, Maryland regulations require merchants to disclose their refund and exchange terms in writing on a webpage that customers must view before completing a transaction. The disclosed terms should accurately reflect the business's actual practices.

Maryland's consumer protection framework also prohibits unfair or deceptive practices in consumer transactions. Nothing in this policy is intended to waive any consumer right or remedy that cannot legally be waived.

11. Contact Us

For return questions, refund requests, or product concerns, please contact:

URBAN SHINE SUPPLY
Operated by H & D BALLARD ENTERPRISES L.L.C.
2920 Middle Bridge Ct, Crofton, MD 21114, United States
Email: [email protected]
Contact Person: Trinity Bassinger

Please include your order number in your message so that we can identify your purchase and assist you more efficiently.