Urbnhaus Store

Returns & Refunds

Your statutory rights

We want you to receive the goods described and in satisfactory condition. Nothing in this policy limits your rights under UK consumer law, including remedies for faulty, damaged or misdescribed goods.

Changed your mind?

For most online purchases by consumers, you can tell us you wish to cancel within 14 days after receiving the goods, without giving a reason. You then have another 14 days after notifying us to send the goods back. Handle goods only as you reasonably would to inspect them in a shop. We may make a lawful deduction for diminished value caused by unnecessary handling.

To cancel, send a message through Contact us, giving your order number, the item(s) you wish to return and a clear statement that you are cancelling. Alternatively, use the model cancellation text below. We'll reply with instructions and the correct return address; please don't send returns to the registered office without our instructions.

Return delivery costs

For change-of-mind cancellations, you pay the direct cost of returning the goods to us using a suitable tracked delivery service, unless we tell you otherwise. We pay reasonable return postage or arrange collection where goods are faulty, damaged, incorrect or not as described and we are legally responsible.

Refunds

Where a consumer exercises their statutory cancellation right, we refund the price paid and any standard outbound delivery charge (our advertised bubble-wrap offers already include free delivery). We issue the refund using the original payment method unless you expressly agree otherwise, within 14 days of receiving the returned goods or receiving evidence you have returned them, whichever is earlier. We may withhold a refund until the goods or evidence of return is received as permitted by law. Bank processing times are outside our control.

For a missing, faulty or misdescribed delivery, contact us promptly so we can investigate and arrange the appropriate refund, replacement, repair or other statutory remedy.

Model cancellation notice

To: URBNHAUS LTD (company no. 15868812), registered office: 33 Dunster Street, Northampton, England, NN1 3LB.

I hereby give notice that I cancel my contract for the following goods: [product and order number]. Ordered on: [date]. Received on: [date]. Consumer name: [name]. Consumer address: [address]. Date: [date].

You can submit this information via Contact us; a handwritten signature is not needed for an electronic notice.

How to contact us

Use our contact form, including your order number and email address. We will provide the designated returns address and instructions.

Have a question? Get in touch →