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Warranty & Returns

Last edited date: 26 Oct 2023

At Urban Sales, we're all about ensuring you're delighted with your purchase. We value your trust and are here to support you every step of the way.

1. Warranty

  • Quality Assurance: All our products come with a 12-month warranty against manufacturer defects. Note that natural wear and improper care are not covered. Damage from improper use or incorrect care is the user's responsibility.

2. Change of Mind Returns

  • Shop Confidently at Urban Sales: We understand that sometimes a product might not be the perfect fit for your needs. That's why we offer a flexible return policy to ensure your peace of mind.
  • 7-Day Guarantee: Every purchase comes with a 7-Day exchange or refund guarantee. If a product isn't quite right, you can return it within 7 days of receiving it.

  • Full Refund Conditions: To qualify for a full refund, the returned product must:

    • Be in 'as-new' condition, resellable, and in its original layout.

    • Be securely packaged in its original packaging, cartons, and boxes.

    • Be complete with all parts and accessories.

    • Not have been used, assembled, damaged, altered, washed, or laundered.

3. Restocking Fee Policy

  • After the 7-Day Change of Mind Window: 80% Refund (20% restocking fee): Products that meet all the conditions for a full refund but have slightly damaged packaging (which can be restored to a near-original state) will be subject to an 80% refund to account for the restocking fee.

  • Assembled or Partially Assembled Items: Products that have been assembled or show signs of partial assembly are subject to a 50% refund (50% restocking fee). These items will be resold as "seconds" due to potential wear or signs of use from the assembly process.

  • Products Without Original Packaging: A 50% refund (50% restocking fee) applies if the product is complete and in sellable condition but lacks its original packaging.

  • Used, Altered Products, or Missing Parts:   
    • Products that show signs of use or have been altered from their original state will not be accepted for return.   

    • Products missing essential parts, or deemed unsellable upon inspection, will also not be accepted for return. 

    • Any returns falling under the above categories will be declined, and no refund will be provided.


  • Inspection Timeframe: Please note that the inspection by our team might take up to 3 working days after the product has been received.
  • Our Commitment: We reserve the right to inspect returned items and determine their eligibility for a refund based on the conditions mentioned above. Our aim is to ensure fairness and satisfaction for all our customers.

4. Returns & Exchange:

  • Return Process: 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.

  • Return Form: All returns must include a 'Return Form', which we'll email to you.

  • Original Packaging: Please hold onto all packaging until the issue is resolved. Our couriers are not able to collect fully or partly assembled products and return them to us. Any product returned to us must be transported in suitably protective outer packaging and in a manner adequate to withstand the ordinary risks associated with transport. Any loose products will be rejected by our courier companies.

  • Exclusions:  

    • Due to hygiene concerns, we don't accept returns, exchanges, or refunds for Quilts/Duvets, Pillows, Mattress Protectors, Pet Beds, or Mattresses. Choose these products carefully.

    • Clearance items, including warehouse and showroom clearance stock, are not eligible for warranty, returns, refunds, or exchanges.

  • Buyer's Responsibility:
    • Use registered track and trace posts for all returns. We aren't responsible for items lost or damaged during return shipping.

    • Unless an item is incorrectly described, faulty upon arrival, or damaged in transit (reported within 7 days of delivery), the return shipping cost is borne by the buyer.

    • Ensure that returned goods are adequately packaged to prevent damage during transit.


5. Cancellation

  • For all standard, non-customised orders, you can cancel at no cost if done prior to shipping. If your order has already been shipped and you wish to cancel, it will be treated as a "Change of Mind Return" and will be subject to our return policy. This means you may incur shipping costs and, if applicable, a restocking fee.

  • For fully customised orders, such as tailored kitchens, wardrobes, or fit-outs, cancellations are not permitted once the purchase order has been processed with our suppliers.

6. Damaged Items and Claims

  • Inspect Upon Arrival: Please check the package to ensure that your items are undamaged before signing for the delivery. If there are any signs of damage to the packaging, which might indicate damage to the contents, please do not accept the package. The courier company will return it to us.

  • Report Damages Promptly: If any item arrives damaged, please inform us by email within 12 hours of receipt so we can address the issue.

  • Damage Form: If your product arrives damaged, we'll email you a "Damage Form". Please fill it out, and our customer care team will follow up with you promptly.

  • Claim Restrictions: We can't accept claims:

    • If you signed for the package without noting any damage with the courier.

    • If you authorized the package to be delivered without a signature or left unattended.

    • If claims are made more than 12 hours after receiving your package(s).

    7. Faults

    • 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.

    • 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 the 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 our customer service: [email protected]