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Returns & Refunds
You have the right to cancel the contract for the purchase of any item within 14 working days of delivery. Cancelling the contract applies to unopened/unused items. To arrange a return on this basis, please contact our Customer Care Team via email at: support@urban-retreat.com where our team will provide you with the instructions you need to follow to return the items to us within 30 days of product delivery for a full refund.
If you have opened/used your item; in the rare instance that you are not happy with our products for any reason then you can return the item to us for a refund or exchange (minus the shipping charges).
We also believe that the process to return items should be straightforward. Therefore, we don’t require that you fill out any forms or go through multiple stages to arrange your return. All we ask is that you initiate your return by contacting our Customer Care Team at support@urban-retreat.com within 14 days* of delivery. You will need to include your order number, the name of the item you wish to return and the reason. You should also state if you would like to receive a refund, account credit or exchange.
Customer Care will first attempt to resolve any problems with you remotely, but if they are unable to do so for any reason, they will send you the instructions you need to follow to return the item to us within a further 14 days.
*Please kindly note that we do not offer colour exchanges on used items. We aim to keep our sales prices very competitive by not building a cost margin for this service to the price of our products.
Returns & Refunds FAQs
1. Can I cancel my order after it has been delivered?
Yes, you have the right to cancel the contract for the purchase of any item within 14 working days of delivery, provided the items are unopened and unused.
2. How do I cancel my contract and return an item?
To cancel your contract and arrange a return, please contact our Customer Care Team at support@urban-retreat.com. They will provide you with instructions on how to return the items to us within 30 days of delivery for a full refund.
3. What if I’ve opened or used the item and I’m not satisfied?
If you have opened or used the item and are not satisfied for any reason, you can still return the product for a refund or exchange (minus shipping charges).
4. Is there a complicated process to return items?
No, our return process is simple. You don’t need to fill out any forms or go through multiple stages. Just contact our Customer Care Team at support@urban-retreat.com within 14 days of delivery to initiate the return.
5. What information do I need to provide when initiating a return?
Please include the following details in your email to our Customer Care Team:
- Your order number
- The name of the item you wish to return
- The reason for the return
- Whether you would like a refund, account credit, or an exchange
6. What happens after I contact Customer Care about a return?
Our Customer Care Team will first try to resolve any issues with you remotely. If that’s not possible, they will send you instructions on how to return the item. You’ll have 14 days from receiving the instructions to return the item.
7. Can I exchange a used product for a different colour?
No, we do not offer colour exchanges on used items. This helps us keep our sales prices competitive by not adding extra costs for this service.
8. Are there any time limits for returns?
Yes, you must initiate your return by contacting Customer Care within 14 days of delivery. After receiving instructions, you’ll have a further 14 days to return the item.