Refund policy

Returns & Refunds Policy

We want you to be fully satisfied with your purchase. If for any reason you're not, please review our policy below to understand your rights and how we can help.

1. Your Right to Cancel (UK Online Orders)

Under the Consumer Contracts Regulations 2013, if you purchase an item online, you have the right to cancel your order within 14 days of receiving it for a full refund — no questions asked.

To exercise this right:

  • You must notify us within 14 days of delivery.
  • You then have a further 14 days to return the item to us.

This right does not apply to:

  • Custom-made or personalised items
  • Sealed goods not suitable for return due to health or hygiene reasons (if unsealed)
  • Gift cards

2. EU Right of Withdrawal

If you are a customer based in the European Union, you have a statutory right of withdrawal under EU consumer law. This means you may cancel your order within 14 days of receiving it, without giving any reason.

  • To exercise this right, you must notify us clearly within the 14-day withdrawal period — by email to orders@urbansupply.uk.
  • You then have a further 14 days to return the goods to us.
  • We will process your refund within 14 days of receiving the returned goods (or proof of return, whichever is earlier).

Please note: From 19 June 2026, EU regulations require merchants to provide an electronic withdrawal function. You can submit your withdrawal request by emailing orders@urbansupply.uk with the subject line "Right of Withdrawal – [Your Order Number]" and we will confirm receipt promptly.

This right does not apply to:

  • Custom-made or personalised items
  • Sealed goods not suitable for return due to health or hygiene reasons (if unsealed)
  • Gift cards

3. Our Extended Returns Policy

In addition to your statutory rights, we offer a 30-day return period from the date of delivery.

To be eligible:

  • Items must be unused, in original condition and packaging.
  • Proof of purchase is required (e.g., order confirmation email).
  • We do not accept returns of gift cards or custom orders.

Please do not send items back to the manufacturer.

4. Faulty or Damaged Items

If an item arrives faulty, damaged, or not as described:

  • Contact us at orders@urbansupply.uk within 30 days of delivery.
  • We will cover return shipping and offer a replacement, repair, or full refund.
  • After 30 days, your item may still be covered under warranty or your statutory rights.

5. Refunds

Once we receive and inspect your return, we'll notify you of the outcome within 5 working days. Approved refunds will be processed to your original payment method within 5–10 working days.

Refunds may be reduced for:

  • Items returned in a used or damaged condition not due to our error.
  • Items returned outside the stated timeframes.

Note: Return shipping costs are non-refundable, unless the item is faulty, damaged, or sent in error by us.

6. Exchanges

If you've ordered the wrong size or item, you're welcome to return it within 30 days, provided it is unused, in its original condition, and in the original packaging. Email us at orders@urbansupply.uk to arrange this.

Please note:

  • We are unable to refund the original delivery cost for items returned due to customer error.
  • Return postage must be covered by the customer.
  • A restocking fee of 5% of the original order value applies and will be deducted from your refund.

We encourage you to check size guides and product descriptions carefully before ordering. If you're ever unsure, just get in touch — we're happy to help.

7. How to Start a Return

Email orders@urbansupply.uk within the applicable return window. We will reply with detailed return instructions.

8. Contact Us

📧 orders@urbansupply.uk

Urban Supply Micheldever, Winchester, SO21 3BQ, United Kingdom

This policy does not affect your statutory rights. For more information, visit: www.gov.uk/accepting-returns-and-giving-refunds