Returns Policy

Returns & refunds information


Returns

We understand that customers may want to return products for a variety of reasons.  A return form is included with every order. 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:
  • for consumers: extending the cancellation period to 28 days from the date you receive your order
  • for business or trade customers: accepting returns on a discretionary basis
To cancel the contract, you must:
  • notify us within 28 days of when you receive the goods 
  • send the goods within 14 days of notifying us 
  • take responsibility for the cost returning the goods to us
  • return in sale condition
When we receive returned goods, in sale condition, we will:
  • usually refund your money the next working day (but guarantee to refund it within 14 days)
  • not impose any fee or charge to refund you for stock items
We cannot guarantee to accept returns or cancellation outside the 28 day period, but please get in touch and we will try to assist. 

There are some exceptions on non stock items:
  1. WALL & CEILING LIGHTS that allow option for 2 choices on finish. These products are 100% made to order and subject to a £20 disassembly & restocking charge (per item) if:
    • returned in sale condition
    • notified within 28 days and returned with 14 days of notifying us
  2. END OF LINE: these products are discontinued and heavily discounted. They are therefore subject to a single £20 restocking charge (or order value, whichever is least), if:
    • returned in sale condition
    • notified within 14 days and returned within 7 days of notifying us
  3. WORN LIGHTING: these products are non-stock items and heavily discounted. They are therefore subject to a single £20 restocking charge (or order value, whichever is least), if
    • returned in sale condition
    • notified within 14 days and returned within 7 days of notifying us
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 we breach these terms you may have the right to cancel the contract and return the goods to us for a refund. 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.

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