Returns & refunds information


Returns

We understand that customers may want to return products for a variety of reasons. We stand out by making the returns process easy and going beyond our basic legal duties. A return form is included with every order or you can download the form here. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give 'consumers' 14 days from receipt of goods to cancel online purchases. We go further by:

  • extending the cancellation period to 28 days from the date you receive your order
  • giving our business or trade customers the same right as consumers

When we receive a return, we will usually refund your money the next working day and guarantee to refund it within 14 days. We cannot guarantee to accept returns or cancellation outside the 28 day period or of goods made to your specification or of used goods, but please get in touch and we will try to assist.In addition to the above rights, we remind you of our duty to supply goods which conform to the contract between us. Most importantly the goods we supply must be: (a) as we have described them; (b) of satisfactory quality; and (c) fit for purpose. Your rights if we breach these terms, including the right to cancel the contract, are in addition to the rights you have under the Consumer Contract Regulations.If you have any queries about returns, email us at hello@urbancottageindustries.com. Our full terms and conditions are here.


Refunds

If you ordered online, refunds are processed using the electronic payment system. We can only use the system for refunds made within three months of the date you paid. If you are returning goods outside this three month period, or paid by BACS, CHAPS or telephone, then please provide details of the bank account (name of account holder, sort code and account number) you want us to credit.

How to pack returns

The crumpled kraft paper used to protect products is much more effective than might be imagined. In addition to being 100% recyclable, it cushions and absorbs impacts better than bubble wrap or other packing materials. Please reuse the original packaging for returns where possible.