Warranty / Returns / Exchange / Damage
We offer a 7-Day money back guarantee on all our products, so you can buy with confidence. We're pretty sure that you'll love all our products. 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).
We also offer a 12 month warranty which covers any 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
Urban Sales require item returns to be approved and authorized by us before an arranged return can be executed. Please contact us for information on how to send an item back to us. We reserve the right to not accept any unauthorised returns.
All returns must be accompanied by a 'Return Form’, which will be emailed to a buyer upon notification of a problem.
For all 7 day money back guarantee returns, 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.
For returns of faulty items, it is the buyer's responsibility to ensure that the 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 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. Damaged Items and Claims
You must inspect each product including inside of the package upon arrival (although the package looks ok from outside). Tearing, ripping, holes, fork hoist holes, compression to the outer packaging at time of delivery are all indications of a possible damage or loss within. When this is noted at delivery an endorsement of “Damage/Loss” must be written clearly on the Consignment Note at that time. Acceptance by the signator without"Damage/Loss" confirms that all goods indicated were received in good condition. An Endorsement of “STI” (Subject to Inspection), “STC” (Subject to Check or Said to Contain) are not accepted terminologies for damage/s or loss.
PLEASE DO NOT ACCEPT any damaged products. Please report to us within 12 hours from delivery with photos that show damaged items. No claims will be accepted if you report to us after 12 hours from delivery or if it is accepted by the signatory without"Damage/Loss". We do NOT cover any damage or loss on the item if you give authorization to the courier for drop off, or POD (delivery receipt) is signed for clean.
3.1 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 goods 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.
3.2 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.