refund policy

Last updated: 5.7.26

Urbane Upgrade is a service brand of CraftsmanBilt LLC, a licensed Indiana home improvement contractor. This policy explains how refunds, rescheduling, and bundle swaps work for purchases made through our website.

showroom samples

Showroom samples (tile chips, finish swatches, hardware samples, and similar small items) are sold as final sale and are non-refundable, except in the case of damage during shipping or our error in fulfillment. If a sample arrives damaged or incorrect, contact us at office@urbaneupgrade.com within 7 days of delivery and we will replace it or refund the purchase price.

Quick Win Bundle reservation deposits

When you reserve a Quick Win Bundle, you pay a non-refundable reservation deposit (30% of the total bundle price) that holds your install slot and reserves your project on our schedule. This deposit covers the time our team invests in your project before installation begins — design consultation, in-home walkthrough, measurement, sourcing, and scheduling.


Deposits are non-refundable. However, you have flexibility in two ways:

reschedule

You may reschedule your installation to a later date for any reason. Contact us at office@urbaneupgrade.com or 317-996-1088 to reschedule. Rescheduled installs must be completed within 3 months of your original deposit date. Reschedules requested less than 14 days before a confirmed install date may incur a rescheduling fee to cover materials already ordered or labor reserved; we will quote this in writing before charging anything.

Swap to a different bundle or product

You may apply your deposit to any other product in our store, including a different Quick Win Bundle, a Larger Remodel project, or any individual service we offer. If the new product costs more than your original bundle, you pay the difference. If it costs less, the difference is forfeited (no cash refund of the unused portion). Swaps must be made within 3 months of your original deposit date.

Progress billing and stored card

After your reservation deposit, the remaining balance of your bundle is paid in stages tied to project milestones (materials and mobilization, install start, completion). Specific stage amounts and milestones are stated in your installation contract.

When you pay your deposit at checkout, your payment card is securely saved with our payment processor (Stripe) for charging subsequent stages. We will email you at least 24 hours before charging your card for any stage. You may opt out of automatic charging at any time by emailing office@urbaneupgrade.com; we will switch you to invoice-based payment for remaining stages.

When we refund

While deposits are non-refundable in most circumstances, we will refund your full deposit if any of the following apply:

  • We determine during the in-home walkthrough that the project cannot be completed as advertised due to structural issues, code violations, or other site conditions outside the scope of the bundle, and you choose not to proceed with a modified scope
  • Permits required for your project cannot reasonably be obtained
  • We are unable to source the materials specified in your bundle within a reasonable timeframe
  • We cancel the project for our own scheduling, capacity, or business reasons

In any of these cases, refunds are processed to your original payment method within 5–10 business days.

Changes to scope

If you wish to change the scope of your bundle after paying the deposit (different finishes, added work, etc.), contact us. We will quote any scope change in writing before any additional charges. If you decline to proceed after a quoted scope change, your deposit may still be applied as a swap or reschedule under the terms above.

After installation begins

Once we have arrived on-site to begin work, the deposit and all installation work to date are owed in full. Any remaining balance is governed by your signed installation contract.



The remaining balance of your bundle (invoiced after the in-home walkthrough) is governed by your signed installation contract, not this policy. Refunds, change orders, and remedies on the balance follow the terms of that contract.

Warranty claims

Workmanship warranty claims are not refunds and are handled separately under our 1-year workmanship warranty. Contact office@urbaneupgrade.com for warranty service.

Chargebacks

If you dispute a charge with your credit card company without first contacting us to request a reschedule, swap, or other resolution, we reserve the right to provide your card issuer with documentation of this policy and your acknowledgment at checkout.

Questions

Email office@urbaneupgrade.com or call 317-996-1088. We respond to inquiries within one business day.


Bundle balance refunds

The remaining balance of your bundle (invoiced after the in-home walkthrough) is governed by your signed installation contract, not this policy. Refunds, change orders, and remedies on the balance follow the terms of that contract.

Warranty claims

Workmanship warranty claims are not refunds and are handled separately under our 1-year workmanship warranty. Contact office@urbaneupgrade.com for warranty service.

Chargebacks

If you dispute a charge with your credit card company without first contacting us to request a reschedule, swap, or other resolution, we reserve the right to provide your card issuer with documentation of this policy and your acknowledgment at checkout.


Questions

Email office@urbaneupgrade.com or call 317-996-1088. We respond to inquiries within one business day.