Returns Policy

If you change your mind

Everything we sell online is covered under the Distance Selling Regulations by a 7-day cooling off period.  You must notify us that you wish to return the item(s) within 7 days from the date of receipt.  If you wish to return an item please email info@urbanityonline.co.uk quoting your name and order number and a member of our team will endeavour to respond within 48 (working) hours.  We will e-mail you a ‘Returns Form’ which you will then have to complete.  The items must be returned in an unused condition and in the original packaging, along with your ‘Returns Form’ (which we will e-mail to you) and we will give you a refund or exchange.  Failure to use the original packaging may mean we cannot accept your return.  We strongly recommend you obtain proof of postage from the post office as you are responsible for your parcel until it has been received by us.  In the unlikely event that we do not receive your parcel, we cannot accept responsibility for goods lost in transit.

If upon inspection the product appears to have been used, the product will be returned back to you and you will be charged for postage costs.

If the delivery of an item is refused without notifying ourselves that you no longer require the item, you will be refunded for the item when it is returned to us, less any postage costs incurred by us.

Faulty goods – A general rule

The fault handling procedure starts with identifying how the fault has occurred.  Was it damaged on arrival, or has the fault developed. There are generally 3 conclusions to all faults, either the fault is:

1. Manufacturing defect/Fault 

2. Damage in transit

3. Wear & Tear 

Most items sent out to our customers arrive in perfect condition, however, occasionally items arrive damaged.  If this happens, please contact our team at info@urbanityonline.co.ukwithin 7 days of receipt and we will endeavour to respond within 48 hours.  We will request for evidence of the damage, usually by requesting you take a photo of the damage and any damaged packaging so we can identify the cause, and we will send you a ‘Returns Form’ to complete and send back to us with your item.

If an item looks like it has been damaged in transit, we will have to open a claim with the delivery company, who will then post you out a ‘disclaimer form’ which you will need to complete, sign and then scan and e-mail back to info@urbanityonline.co.uk and we will then either send you a replacement item, or issue you will a full refund, whichever you would prefer.

Many times the above can only be identified upon inspection of photos, or the product itself.  If the result comes back as wear & tear then unfortunately any return &/or replacement charges will be applicable.  If it is identified as a manufacturing defect, no costs will be incurred by the customer.

Incorrect items received

Unfortunately, due to human error, very occasionally a customer may be sent the incorrect item.  If this is the case, please contact our team at info@urbanityonline.co.ukwithin 7 days of receipt of the item.  We will then e-mail you a ‘Returns Form’ which you will need to complete and send back to us along with the incorrect item using a pre-paid postage label (which will be sent to you) and ensure that proof of postage is received.

If your item is delivered later than anticipated

99% Of our deliveries arrive in the specified time however if your item is delivered later than the specified delivery date you will not be entitled to any compensation.  In this case, the same rules apply as above with regards to returns.

If your item is lost in transit

Unfortunately, once your order has left our warehouse, we are relying on a third party delivery company to deliver your items, and very occasionally, items do go missing in transit.  If you don’t receive your item within 3 working days of receiving a notification saying your item has been dispatched, please contact our team at info@urbanityonline.co.ukand we will try to locate your item.  If the item is lost, there is a process that we follow in order to send you a replacement out.  We will have to open a claim with the delivery company will then to post you a ‘non-receipt of goods disclaimer form’ to complete, sign and then scan and e-mail back to us at info@urbanityonline.co.uk and we will then send you a replacement product or issue you with a full refund, whichever you would prefer.

Please ensure that you give accurate delivery information when ordering.  Any items which go missing in transit due to the incorrect delivery address being provided by yourself may delay the delivery by several weeks.  If the item is deemed lost by the delivery company and the incorrect delivery address was provided, then no refund will be given.

If the delivery company has attempted to deliver your item and there is no one in your household you sign for it, they will leave a card saying whether they have left it with a neighbour, or returned it to their depot for collection (depending on which delivery company is used).  If you fail to collect your item from the depot and it is returned to ourselves, we will be happy to refund you for the item, less any postage costs incurred by ourselves.  Likewise, we would be happy to resend the item again, however you will pay the additional postage cost for this.

Refund procedure

We will initiate the refund, replacement or exchange process once we have been notified of your request.  If you have returned an item at your own discretion, the postage costs will be deducted from the refundable amount.

Any payments made by PayPal will be refunded via PayPal. 

Any refunds due will be processed within 30 days, as per Distance Selling Regulations. 

Credit card refunds can take up to 10 working days in order for banks to process.

Unfortunately we cannot deliver to PO Box and BFPO addresses - please note that all orders are processed automatically, and any failed deliveries to these addresses will not be able to be refunded for postage costs.