Returns

Before you request or arrange the return of a product, please read the information below carefully. Please note that if applicable, all parts must be checked before assembly to make sure they are all there and that you are happy with the quality, once full assembly has been commenced the purchase price cannot be refunded.

 

Change of Mind Returns (Cooling Off Period)

You may return any delivered product(s) you have purchased within 7 working days after day of delivery for any reason (including if you simply change your mind). To do so you must notify us in writing via email to sales@urbangardenfurniture.co.uk or via the postal system to the company address on the "contact us" page, stating the reason for the return. If you are returning a product for any change of mind reason you must arrange to return the products to us or our suppliers and you will be responsible for any charges incurred. All returned products must be returned ‘as new’; if you have opened the package you must have done so without damaging or marking the product. All items will be checked upon return before the relevant action is taken. All items are to be returned within 30 days of cancellation. Please note you have a duty of care to make sure that the items are sufficiently packaged to prevent damage occurring during their return. Failure to ensure this may result in action being taken against you for damaged items. If the item is damaged on arrival at our point of delivery we will notify you and you may need to make a claim against your carrier. The goods may then be collected from us. We cannot process a refund for damaged goods.

 

Other Returns

In all cases for damaged items or broken items on delivery where you wish to cancel the order and return the goods (damage must be reported within 48 hours of delivery) we will require photographic evidence of the condition of the item you are returning. This will be at our discretion. Electronic files should be forwarded to us by email to sales@urbangardenfurniture.co.uk and we will obviously also accept printed media via the postal system. We will then collect the item(s) from you if applicable, you will receive a full refund once the goods have been delivered to us and have been inspected. We cannot accept back for a full refund any item which has been assembled, incorrectly assembled causing a fault, accepted or used. Please note you have a statutory duty to take reasonable care of the goods in your possession which includes packaging the goods for return to prevent further damage. The goods remain your responsibility until received by ourselves.

 

Damaged or Broken on Arrival (Replacement Parts or Item)

In all cases for damaged items or broken items on delivery where you wish to have a replacement or parts sent (damage to be reported within 48 hours of delivery) we will require photographic evidence of the condition of the item. This will be at our discretion. Electronic files should be forwarded to us by email to sales@urbangardenfurniture.co.uk and we will obviously also accept printed media via the postal system. We can then arrange to send replacement parts or if this is not possible we can then arrange to collect the item(s) from you. Once the goods have been returned we will then issue a replacement within our normal delivery schedule. Please note you have a statutory duty to take reasonable care of the goods in your possession which includes packaging the goods for return to prevent further damage. The goods remain your responsibility until received by ourselves.

 

Damage Reported after 48 hours of Delivery

We cannot accept any claims for damages after 48 hours.

 

Item Received is not what you ordered

If the product delivered is not what you ordered, or does not correspond fully with its item description and you wish to discuss this please notify us immediately.

 

Packages/Parcels missing on delivery

The delivery note which you sign will clearly state how many parcels should be delivered. If parcels are missing on delivery please sign the delivery note and write on the delivery note how many parcels were actually received. Please notify us within 48 hrs (2 working days) of delivery on sales@urbangardenfurniture.co.uk detailing the parcels missing. If we receive a signature on a delivery note stating that all parcels have been delivered we cannot accept any claims after this for missing parcels.

 

Parts missing after 7 days of delivery

We cannot accept liability for part(s) missing if they are reported more than 7 days after delivery.

 

General Return Information

We will not accept returns or cancellations if the product(s) have been altered by applying chemicals or paints to the surfaces or by altering or customising the product in any way that could be deemed as you using or treating the products as your own. While in your possession, you must keep any products you intend to return to us in good condition. Products must be returned in the same condition as they were delivered and it is your responsibility to take reasonable care of these items. If products were delivered flat packed they must be returned in the same way including complete disassembly. Care must be taken to ensure the returned products are packed well to avoid damage or loss of parts in transit, the products remain your responsibility until they are received by us in an undamaged condition. Your statutory rights are not affected.

Refunds

Refunds will be processed within 30 days. Where exchange rates of currency are involved, the refund will be made in GBP at the current exchange rate. We do not accept responsibility for any loss or gain caused by changes in the exchange rate between the time of ordering and the time of issuing the refund.