This policy explains statutory withdrawal rights, returns and refunds for eligible consumer purchases from Urban Online Shop. It does not reduce any rights you may have for faulty or non-conforming goods.
14-day right of withdrawal
If you are an EU consumer purchasing online, you generally have 14 days from the day you receive the goods to tell us that you wish to withdraw from the contract, without giving a reason. Where one order is delivered in separate parts, the period generally runs from receipt of the final item or part, subject to applicable law.
How to notify us
Before the withdrawal period expires, send us a clear statement through the Contact page identifying your name, order number and the item or items you wish to return. We will provide the practical return instructions that apply to your order.
Returning the goods
After notifying us of a valid withdrawal, return the goods without undue delay and within the period required by law. Unless the goods are faulty or we agree otherwise, you may be responsible for the direct cost of returning goods where this was communicated before purchase.
Condition of returned goods
You may inspect goods as you reasonably would in a physical shop. You may be responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Exceptions
The statutory right of withdrawal does not apply in certain situations provided by law. Depending on the product, examples can include goods made to your specifications or clearly personalised, goods liable to deteriorate or expire rapidly, and sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed. Any relevant exception will be applied only where legally permitted.
Refunds after withdrawal
Where a valid withdrawal applies, we will refund the eligible sums, including the cost of the least expensive standard delivery option offered for the original order, within the period required by law. We may withhold the refund until the goods are returned or you provide evidence that they have been sent back, whichever occurs first. Refunds are normally made using the original payment method unless another method is expressly agreed.
Faulty, damaged or incorrect goods
If goods are faulty, damaged on delivery, unsafe, incorrect or not as described, contact us as soon as reasonably possible. Statutory remedies may include repair, replacement, price reduction or refund, depending on the circumstances. EU consumers have a minimum two-year legal conformity guarantee for goods purchased from a professional trader.