1. Warranty

Quality Assurance:
All products come with a 12-month warranty covering manufacturing defects.
Exclusions: Natural wear and tear, improper use, incorrect assembly, or insufficient care are not covered.
Damage resulting from misuse, negligence, or failure to follow care instructions is the customer's responsibility.

2. Change of Mind Returns

Shop Confidently with Our 7-Day Guarantee
At Urban Sales, we want you to love every product you purchase. That’s why we offer a 7-day change of mind return policy, giving you peace of mind when shopping with us. If you decide the item isn’t quite right for you, you may return or exchange it within 7 days of receiving your order—no questions asked.

Eligibility for a Full Refund

• Item Condition: The product must be in "as-new" condition, meaning it is unused, undamaged, and resellable.
• Original Packaging: All products must be returned in their original packaging, including cartons, boxes, foam inserts, and protective wrap.
• Complete Contents: All parts, accessories, screws, tools, hardware, and instruction manuals must be included and intact.
• No Modifications: Items must not have been assembled, installed, altered, damaged, washed, or laundered in any way.

Urban Sales reserves the right to inspect all returned products before issuing a refund. Items that do not meet the above criteria may be declined or subject to a restocking fee.

Return Method & Packaging Requirements

• Items must be securely and carefully repackaged for safe transportation.
• Urban Sales strongly recommends using the original packaging to minimize risk of damage during return transit.
• If the original packaging is not available, please contact us for guidance before returning the product.
• We may request photos of the product and its packaging before authorizing the return.

Important Notes

• Keep the Packaging: Please retain all original packaging materials until you are fully satisfied with your purchase.
• Customer Responsibility: The cost and arrangement of return shipping are generally the customer’s responsibility unless the item was delivered in error or is faulty.
• Return Approval: Always contact our customer care team before returning an item to ensure your return is eligible and properly processed.

3. Restocking Fee Policy (After 7-Day Window)

If returned outside the 7-Day Change of Mind period:

• 80% refund (20% restocking fee) for items with slightly damaged but restorable packaging.
• 50% refund (50% restocking fee) for:
  • Assembled or partially assembled products.
  • Products missing their original packaging but otherwise complete.

Non-Returnable Items:

• Used, altered, damaged products.
• Products missing essential parts.
• Items deemed unsellable during inspection.
• Bedding and health sensitive products are always non-returnable

Inspection Timeframe:
Inspection may take up to 3 working days after receipt.
Refunds are processed only after inspection and approval.

4. Returns & Exchange Process

Steps:

• Contact Us: Email our customer care team at customercare@urbansales.co.nz to request a return within the return timeframe.
• Return Authorisation: Returns must be authorised before sending items back. We will inform you of your return authorisation status via email.

Packaging Requirements:

• Items must be in original, secure and protective packaging.
• Courier companies will not collect fully or partially assembled products or loose items.

Ship Your Return Item Back to Us:

• Use a tracked and insured shipping method.
• Return shipping is the buyer's responsibility unless the item is faulty or incorrectly described.

Exclusions:

• We do not accept returns, exchanges or refunds for:
  • Quilts, duvets, pillows, mattress protectors, pet beds, or mattresses (due to hygiene reasons) unless the item is faulty.
  • Clearance stock from warehouse or showroom sales.

Buyer's Responsibility:

• Items lost or damaged during return transit are the buyer's responsibility.
• Returns must be adequately packaged to avoid damage in transit.
• 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.

5. Cancellation Policy

Standard Orders:
Orders may be cancelled free of charge before shipping.
If already shipped, the cancellation will be treated as a "Change of Mind Return" and subject to the return policy and restocking fees.

Custom-Ordered or Sourced on Request Products:
If we ordered an item specifically, in good faith on behalf of the customer, the order cannot be cancelled once placed.

6. Damaged Items and Claims

Inspect Upon Delivery:

• Check all items before signing the courier delivery slip.
• If packaging shows signs of damage, do not accept the delivery. The courier will return it to us.

If You Accept Delivery and Find Damage:

• Notify us within 24 hours via email or our contact form.
• Our customer care team will follow up with you promptly.

Restrictions:

• Claims cannot be accepted if:
• You signed for the item without noting any damage with the courier.
• You authorised delivery without a signature.
• You report damage more than 24 hours after receiving delivery.

Damage During Assembly:
Some of our products may require self-assembly, and we are not responsible for any issues related to assembly, including any damage to the product that may occur during the process.

7. Faults

Minor Faults:

• We will repair or replace the goods with items of an identical type within a reasonable timeframe.
• If not possible, we will offer a refund upon inspection.
• The customer may be required to bring the item to our store for evaluation. In-home inspections will be conducted only where transport is impractical.
• Where no fault is found during in-home inspection, the customer may be liable for the inspection call-out fee. This will be communicated in advance.

Serious Faults:
Defined under Section 21 of the Consumer Guarantees Act as: “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”

For example: dangerous defects, repeated faults after multiple repairs, unfit for intended purpose

You may choose a replacement or a full refund.
Alternatively, you can retain the goods with compensation agreed upon for the reduced value.

8. Unauthorised Modifications and Repairs

Any attempt to repair, modify, or alter the product without prior written approval from us may void the warranty and limit your eligibility for after-sales support.

This includes actions such as:

• Drilling holes or cutting the product
• Painting, staining or coating the surface
• Replacing parts with non-original components

If you believe the product may be defective, please contact us first before taking any corrective action.

Products damaged due to unauthorised repairs or modifications will not be eligible for warranty or replacement under the Consumer Guarantees Act.

9. Bedding & Health-Sensitive Products Return Policy

For Hygiene Reasons:
Returns are not accepted for:

• Quilts/duvets
• Pillows and pillow protectors
• Mattress protectors, toppers, underblankets
• Mattresses
• Silk accessories (scrunchies, eye masks, face masks)

If Faulty or Damaged:
You may request a return, exchange, or refund within 7 days of delivery.

If You Change Your Mind:
Returns will be accepted only if:

• The item is completely unopened, unused, and unwashed.
• The product is in its original factory-sealed packaging.
• You obtain return authorisation before shipping it back.

If these conditions are not met, your return will be declined.

10. Sustainability Commitment

At Urban Sales, we are committed to responsible retailing. We encourage careful purchasing decisions to reduce unnecessary returns, helping us minimise waste and support a more sustainable future.

Need Help with a Return?

If you would like to initiate a return or need assistance, please contact us:
📧 Email: customercare@urbansales.co.nz
📞 Phone: 09 570 9687