This page tells you the terms and conditions on which we supply any of the products (“the Products”) listed on our website: urban-retreat.com (“our site”), to you. Please read these terms and conditions carefully before ordering any Products from our site. You should understand that by ordering any of our Products, you agree to be bound by these terms and conditions.
YOUR STATUS
By placing an order through our site, you warrant that: You are legally capable of entering into binding contracts.
HOW THE CONTRACT IS FORMED BETWEEN YOU AND US
After placing an order, you will receive an e-mail from us acknowledging that we have received your order. It is your responsibility to provide a correct e-mail address & to check your spam/junk/promotional email folders for communication from us. The Contract will relate only to those Products we have confirmed in the e-mail. We will not be obliged to supply any other products. Once submitted, your order cannot be altered.
AVAILABILITY AND DELIVERY
We aim to process your order for dispatch within 3-5 working days of receipt (excluding weekends and bank holidays). During exceptionally busy periods we make take longer. We are not responsible for any delivery problems/delays/weather conditions that the courier may encounter which results in a delay in delivery.
Therefore, our estimated delivery times are not guaranteed but we will deliver your parcel to you within a reasonable period. You must ensure that you provide a valid delivery address at the time of placing an order and that you are available to accept delivery. If your order is unable to be delivered and is returned to us, we will refund the price of goods purchased minus an administration equivalent to delivery and return charges imposed by the carrier.
The estimated delivery time is from the time your order is despatched (leaves our premises with the courier). The estimated delivery time for the service you chose when ordering is confirmed at the checkout and on your order confirmation email, and within your account order history. If your order has not arrived within the estimated delivery time, please email support@urban-retreat.com so that we can raise an investigation with the courier.
Please kindly note: We cannot deliver to PO Box addresses. Please use a physical delivery address when placing your order.
Delivery to remote addresses will take longer.
ORDER CANCELLATIONS
Once an order is placed it can not be cancelled. You can email our team at support@urban-retreat.com if you need your order cancelling or changing. However, we cannot be held responsible if our team do not see your email before your order is fulfilled. Once an order is fulfilled it is not possible to locate it within the despatch area due to the volume of parcels waiting to be collected. It is also not possible to stop the courier from proceeding with the delivery once they have your parcel.
RISK AND TITLE
The Products will be at your risk from the time of delivery.
PRICE AND PAYMENT
The price of the products and our delivery charges will be as quoted on our website. Product prices and delivery charges are liable to change at any time, but changes will not affect orders in progress. Payment for all Products must be via credit or debit card. We will not dispatch your order until payment has been received in full.
RETURNS AND REFUNDS POLICY
Click Here for further information.
PRODUCT WARRANTY
We warrant to you that any products purchased from us through our website will, on delivery, conform with its description, be of satisfactory quality, and be reasonably fit for all the purposes described on our website.
If you are concerned about the quality of the products you ordered from us, please email support@urban-retreat.com and a member of our Customer Support Team will help you as quickly as possible.
PERSONAL INCOMPATIBILITY
Personal incompatibility with our products is a rarity because ingredient safety is of paramount importance to us. Our products are also allergen-free. If, however, you do experience personal incompatibility with Urban Retreat by Acti-Labs products (such as an allergy to an ingredient), please cease use of the product immediately and contact your physician. Please email support@urban-retreat.com and a member of our Customer Support Team will help you as quickly as possible.
CARRIER CONCERNS
If your order arrives damaged from carrier handling, please initiate a claim by submitting a request at support@urban-retreat.com. Please include your order number and clear photos of any damage (including a clear photo of the delivery box your order arrived in so that a Customer Care Agent can raise an investigation with the courier and provide you with a resolution. Claims that parcels were damaged in transit must be received within 48 hours of the delivery, otherwise no claim can be made.
LOST OR STOLEN SHIPMENT CLAIMS
Click Here for further information.
MISSING ITEM CLAIMS
Claims for missing items must be made within 48 hours of receipt of the order. So that we can rectify this for you, please submit a request via email to: support@urban-retreat.com including the order number, a clear photo of the full packing sheet (unfolded) and a photo of the box and items received, sufficient enough to enable us to consult our CCTV packing history.
WRITTEN COMMUNICATIONS
Applicable laws require that some of the information or communications we send to you should be in writing. When using our website, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights. Contact with us regarding an order, should be made by the person who placed the order (the person who agreed to this contract).
EVENTS OUTSIDE OUR CONTROL
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a contract that is caused by events outside our reasonable control (“the Force Majeure Event”) arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) will be governed by law.
CUSTOMER COMPLAINTS
Urban Retreat is committed to providing products with a service of the highest standard. However, if you are not completely satisfied with any aspect of the service you have received, we will do our very best to resolve the problem fairly and transparently.
HOW TO RAISE A COMPLAINT
Please email our Customer Care Team: support@urban-retreat.com
We are here: Monday to Friday 9am - 5pm (CET)
What you will need to provide: To help us investigate and try to resolve your complaint, please provide us with the following information: your name and address; your order number (if applicable); details of how we can contact you; a clear description of your complaint; details of what you would like us to do to rectify the situation; and if appropriate, copies of any relevant supporting documentation.
OUR COMMITMENT TO YOU
We will acknowledge your complaint within 2 working days of receipt.
We will thoroughly investigate your complaint and offer a fair response that will consider all the information available to us. We will do our best to resolve your complaint as quickly as possible. We will keep you updated on the progress of your complaint. We will endeavour to fully resolve your complaint within 4 weeks of receiving it. We will either, write to you with our final response and the reasons for providing this response, or explain why we are not able to give you a final response at that time and let you know when we expect to be able to provide it.
Urban Retreat will investigate all complaints competently, diligently, and impartially. Every complaint will be assessed fairly, consistently, and promptly; considering all relevant factors to ensure a fair outcome for you. It may be necessary to obtain further information throughout the process, which will require your cooperation to resolve the complaint as quickly as possible.