Refund policy

Returns & Refunds

We want you to be happy with your purchase from Urban Supply.

Change-of-mind returns

If you are a UK consumer purchasing online, you can tell us that you wish to cancel your order within 14 days of receiving your goods, without giving a reason.

Once you have notified us, you then have a further 14 days to return the goods.

To request a return, please contact Urban Supply through our Contact page before sending anything back. We will provide the appropriate return instructions and return address.

Customers are responsible for the cost of returning unwanted items unless the item is faulty, damaged, incorrectly supplied, or we agree otherwise.

You may inspect an item as you reasonably would in a shop. We may reduce a refund where an item has been handled beyond what is reasonably necessary and this has reduced its value.

Damaged, faulty or incorrect items

Please contact us as soon as possible if your order arrives damaged, defective, is not as described, or you receive the wrong item.

We will assess the issue and provide the appropriate remedy. Where goods are faulty, damaged or incorrectly supplied, Urban Supply will cover reasonable return costs where applicable.

Your statutory consumer rights are not affected by this policy.

Refunds

Once your return has been received and processed, we will issue any refund due to your original payment method.

For eligible consumer cancellations, we will also refund the standard delivery charge originally paid. If you selected a more expensive delivery service, any additional cost above our standard delivery option is not refundable.

Refund processing times may vary depending on your bank or card provider.

Exchanges

We do not currently offer direct exchanges. If you require a different item, please return the original product in accordance with this policy and place a new order.

Exceptions

Certain products may be excluded from change-of-mind cancellation rights where permitted by law. Any applicable restrictions will be clearly stated before purchase.

Contact us

If you have any questions about a return or refund, please contact Urban Supply through our website Contact page.