TERMS & CONDITIONS

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. Please click on the button marked "I Accept" at the end of these terms and conditions if you accept them. Please understand that if you refuse to accept these terms and conditions, you will not be able to order any Products from our site.

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 72 working hours of receipt (excluding weekends and bank holidays). We are not responsible for any delivery problems/delays/weather conditions that the courier may encounter which results in a delay in delivery. Therefore, we are not always able to guarantee next working day delivery, 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.

DELIVERY

Please allow up to 72 hours (Excluding weekends and bank holidays) for your order to be processed.

USA Standard – Pro Carrier: Delivery times are anything between 5 and 9 working days from the moment it is scanned into the Pro Carrier processing centre.

USA - DHL Express: Delivery times are 2 working days from the moment it is scanned in DHL

processing centre.

Canada – Landmark: Delivery times are anything between 4 and 10 working days from the moment it is scanned into the Landmark processing centre.

Orders are processed during working hours Monday to Friday (8 am to 5 pm).

ORDER CANCELLATIONS

Orders can be cancelled before they are processed by our warehouse. Once an order is processed it cannot be cancelled.  To cancel your order, please first login to your account.  Then select order history from the account menu.  If your order status is still ‘completed’ a red cancellation button will be visible.  To cancel, click the cancellation button and follow the on-screen instructions until your cancellation is confirmed on the page. NB, card processors make a charge to us for a cancelled transaction and we pass that charge on. Refunds generally take 3-5 working days to process through the banking system back to the payment method used when placing the order. Changing an order requires cancelling the initial order and then placing a new order.

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.

*Switzerland is a DDU country only, therefore any applicable customs charges are payable by the customer.

RETURNS AND REFUNDS POLICY

 

Un-opened / Unused Items:

WITHIN 30 DAYS OF PRODUCT DELIVERY

We will refund all unopened items purchased directly from us provided that the return is initiated by contacting our customer care team at [email protected] within 14 days* of delivery. We then require the item to be returned to us within a further 14 days, and you should be able to demonstrate by receipt and parcel tracking information that you have sent the returns to us within this time frame.  Items should be returned in their original packaging with any documentation relating to your order, including the order number and reason for return.

Opened/Used items:

WITHIN 30 DAYS OF PRODUCT DELIVERY

If you are unsatisfied with the quality of Urban Retreat by Acti-Labs products for any reason within 14 days* of product delivery, the return of used items is assessed individually and based upon merit. This only applies where on inspection a genuine fault is found.  The item should be returned with all documentation relating to your order (including the order number and reason for return) plus any supporting information that you wish to be considered when evaluating the possibility of a refund.

In cases when a used product is eligible for a refund, refunds are in the form of product credit calculated minus shipping charges.  Please note that products must be at least 90% full to be eligible for a return or exchange consideration.  Once your returned items are received at our premises the returns assessment will be completed. We do not re-send returned items regardless of the outcome, the opened/used items are destroyed.

We do not offer colour exchanges on used items. We aim to keep our sales prices very competitive by not building a margin for this service.

INITIATING A RETURN:

Returns and exchanges can be initiated by the person who placed the order by submitting a request via email to: [email protected]

A Customer Care Agent will contact you within 24 hours (Monday to Friday).  Wherever possible, we will resolve problems via email, without the need for a physical return, however in some instances, this will not be possible so you will be provided with the next steps required for completing the return.  Please kindly note that to resolve matters remotely we will require the necessary supporting information.  If you cannot provide the information requested, you will be required to return the item to us so that we can assess the refund/credit eligibility.

PRODUCT WARRANTY

We warrant to you that any products purchased from us through our site 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 initiate a return by contacting our customer care team. Returns and exchanges can be initiated by submitting a request to: [email protected] A Customer Care Agent will contact you with the next steps required for completing the return.

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 contact your physician immediately.

To return a product based on personal incompatibility, you may initiate a return by submitting a request at [email protected].  A Customer Care agent will contact you with the next steps required for completing the return.

For quality control, please describe the nature of the personal incompatibility in the return request and provide the report from your physician confirming the incompatibility.

RETURNING PRODUCTS TO US:

The item and its condition are your responsibility until it reaches us, so for your protection, we recommend that you send the parcel using a delivery service that insures you of the value of the goods. We cannot refund returned items lost in the post, so we recommend that you use a tracked service when returning items.  We can also only accept returns to the address provided in this returns policy.  Returns parcels received without an order number and the relevant supporting information cannot be considered.

CARRIER CONCERNS

If your order arrives damaged from carrier handling, please initiate a claim by submitting a request at [email protected]. A Customer Care Agent will contact you with the next steps required. Customer Care will send a replacement right away. Please include a digital photo(s) of the damaged or defective product with the return request so Urban Retreat by Acti-Labs can forward it to the carrier and complete a compensation claim.

LOST OR STOLEN SHIPMENT CLAIMS

Urban Retreat by Acti-Labs provides tracking numbers for every package sent. We ask that you check with your local postal carrier if a tracking number shows a package as having been delivered. If the carrier confirms it has, but you haven’t received it, the next step is to file a Police report and provide us with the Crime Reference Number. We will then issue a claim. In straightforward cases, we will immediately send a replacement of your order.

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 at [email protected]  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 English law. Any dispute or claim arising out of or in connection with such Contracts or their formation (including non-contractual disputes or claims) will be subject to the non-exclusive jurisdiction of the courts of England and Wales.

CUSTOMER COMPLAINTS

Urban Retreat by Acti-Labs 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 Urban Retreat by Acti-Labs Customer Care Team: [email protected]

We are here: Monday to Friday 9 am - 6p m

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.