Returns

At URBANARA, we believe that a simple and carefree returns policy is important to give you peace of mind. We are confident that you will love your URBANARA product, however if you are unhappy with it or decide that it is no longer suitable, you may return it to us free of charge within 28 days of receipt of goods, provided it is in an unused and resalable condition.  We provide a UPS sticker inside your package so you can easily send the products back to us.

Please use the Returns Form at the bottom of your invoice which came inside your package.

• Cut along the dotted line (keeping the invoice for your records) and fill in the required information to let us know exactly which product(s) you are returning and the reason for return.
• Please place the product(s) back inside its original packaging, reseal and stick the provided UPS label on the outside of the box.
• You will need to call UPS on 0845 877 877 or use their online service to arrange a pick-up time.
• Once UPS has made the collection, and we have confirmed that the product(s) are all back with us, your refund will be made.

If you cannot find a returns label inside your package please first check thoroughly inside your box as the label can sometimes be found right at the bottom. If it is not inside, please contact us either by phone on 0800 77 97 527 or on email at contact@urbanara.co.uk to let us know. We will arrange for a printable returns label to be emailed to you directly. Once you have this label, you will need to call UPS to arrange a collection as above.

 

Faulty items

We pride ourselves on the high quality of our products, but very occasionally some of our products might not be as perfect as we’d like. If you identify the fault within 28 days of receipt of goods, then simply follow the returns procedure outlined above and we will process your refund as quickly as possible.  Please let us know exactly what was wrong on the Returns Form so that we can make sure it doesn’t happen again.

If the fault is identified after this 28 day period, then please call our free hotline on 0800 77 97 527 and speak to one of our customer service advisors who will discuss the best solution with you.