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Claims & Returns

1. Warranty

We offer a 7-Day right of exchange or refund on all our products, so you can buy with confidence. We're pretty sure that you'll love all our products. But if not, you can return them within 7 days of the date on which you received the product for a full refund, minus shipping costs. 

All products purchased from UrbanSales are covered by a 12-month warranty against manufacturer defects. Any damage caused by improper use or incorrect care of a product is the sole responsibility of the user. The warranty does not include the replacement of an item due to normal wear and tear.

 

2. Returns & Exchange 

Please contact us for information on how to send an item back to us. All items sent for return must be authorised by our team. We reserve the right to not accept any unauthorised returns.

All returns must be accompanied by a 'Return Form’, which will be emailed to you.

For all exchanges or refunds within 7 days, the goods must be returned in their original packaging materials, cartons and boxes unless specifically advised, and they must be complete with all parts and accessories, in a resaleable and brand new condition, and in their original layout. We reserve the right to reject any returned items which do not meet our return requirements.

Goods that have been assembled, used, altered or not in the original packaging will not be accepted for full refund, under this circumstance, a 20% restocking fee will be applied and this will be deducted from your refund. Goods that have been assembled are only accepted for return subject to inspection.

For goods to be accepted for a full refund, they must be returned in the original packaging and both the goods and packaging must be in resellable condition. 

It is the buyer's responsibility to ensure that the return of faulty goods are adequately packaged in order to ensure that they are not damaged during return transit.

Unless goods are returned due to an incorrect description or they are faulty or defective on arrival, or damaged in transit (within 7 days of delivery), goods must be returned at the buyer's expense using a registered post.

All returned parcels must be sent via registered track and trace post as we cannot be responsible for items which are lost or damaged in the mail on the way back to us.

 

3. Cancellation

For all standard, non-customised orders, your order can be cancelled at no cost to you if cancelled prior to shipping. 

Once your order has shipped a cancelled order will be subject to the same conditions as a returned order. You will incur all freight costs and a restocking fee of 20%. This will be deducted from your refund.

For full-customised orders, such as customised kitchens, wardrobes, or fit-outs, the orders cannot be cancelled and are not refundable if the purchase order has been processed with our suppliers. 

 

4. Damaged Items and Claims

Acceptance of delivery at your end acknowledges that everything is in order, so please take note of the details below.

We’d like to make sure that when goods are delivered to our valued customers that nothing gets damaged or broken during transit, because that exciting ‘woo-hoo’ of opening up a package can quickly turn into ‘boo-hoo’ when something isn’t right.

That’s no fun.

So please check the package to ensure that your items inside are OK before signing for the delivery. Please do not accept the package if there is any signs of damage to the packaging which can be an indication of damage within. The courier company will return the package to us. 

We’ll be very sad to hear of anything going wrong. But if anything does happen to arrive damaged please let us know by email within 12 hours of receipt so that we can register your claim.

If the product arrives damaged, please fill up the “Damage Form” which will be emailed to you. Our customer care support will be following up with you soonest.

Situations where we can’t accept claims for damage or loss:

  · If you have signed for the packaged and not noted the damage with the courier

  · If you authorised for the package to be delivered without signature, or unattended delivery

  · Claims lodged later than 12 hours after receiving your package(s).

 

4.1 Minor Fault 

If the problem can be fixed and is not serious but can be remedied within a reasonable time, we will either repair the goods or replace the goods with items of an identical type. If we cannot repair or replace the goods within a reasonable time, we will provide you with a refund of the purchase price once the goods are returned and assessed.

 

4.2 Serious Fault

A serious fault is where the failure in the goods cannot be repaired, or cannot be repaired within a reasonable time, or where the failure constitutes a ‘failure of substantial character’ as set out by section 21 of the Consumer Guarantees Act.  

If a failure amounts to a serious fault, you are entitled to return the goods and choose to receive a replacement item or a full refund. Alternatively, you may elect to retain the goods and obtain mutually agreed compensation for the reduction in value of the goods. If you choose a replacement, we will where available provide goods of the same type and similar value to the goods which were returned to us.

 

For any further request, please email to our customer service: customercare[at]urbansales.co.nz