Refund policy

RETURNS, CANCELLATIONS AND REFUNDS

This policy applies to goods purchased from UrbanLux.

It is divided into:

1. Consumer purchases – where an individual purchases goods wholly or mainly for purposes outside their trade, business, craft or profession; and
2. Business purchases – where goods are purchased for business purposes or by a company, partnership, public authority or other organisation.

Nothing in this policy affects any legal rights that cannot lawfully be excluded or restricted.

PART A — CONSUMER PURCHASES

1. Online and Telephone Purchases

Unless an exception set out below applies, consumers purchasing goods online or by telephone have the right to cancel their order without giving a reason.

You must inform us that you wish to cancel within 14 days beginning on the day after you, or someone nominated by you, receives the goods. Where an order is delivered in separate instalments, the period begins on the day after the final item is received.

To cancel, please email sales@urbanlux.co.uk, quoting your order number and clearly identifying the goods you wish to return. You may also cancel by sending any other clear written statement to the postal address shown in your order confirmation.

You must return the goods within 14 days after informing us that you wish to cancel.

2. Return and Collection Costs

Unless the goods are faulty, damaged, misdescribed or otherwise do not conform to the contract, you are responsible for the direct cost of returning them.

For goods which cannot normally be returned by post, the applicable return or collection cost, or a reasonable estimate of that cost, will be provided before you place the order.

We may arrange collection at your request. Any collection cost will be confirmed and agreed with you before collection is arranged.

No cancellation or restocking fee will be charged where you exercise your statutory right to cancel.

3. Condition of Returned Goods

You may inspect the goods to establish their nature, characteristics and function in the same way that you would reasonably be permitted to inspect them in a showroom.

Please take reasonable care of the goods and, where reasonably possible, retain the original packaging until you have decided that you wish to keep them.

We may reduce the refund to reflect any reduction in value caused by handling beyond what was reasonably necessary to inspect the goods. We will not refuse a statutory cancellation solely because the original packaging has been opened or is unavailable.

4. Refunds Following Cancellation

Where you validly cancel an online or telephone order, we will refund:

• the price paid for the returned goods; and
• the cost of our least expensive standard delivery option.

Additional delivery charges arising because you selected an enhanced or expedited delivery service will not be refunded beyond the cost of standard delivery.

We will make the refund without undue delay and normally within 14 days after:

• receiving the goods back; or
• receiving evidence that you have returned them,

whichever occurs first.

Where we offered to collect the goods, the refund will be made within 14 days after you informed us of the cancellation.

Refunds will be made using the original payment method unless you expressly agree otherwise. You will not be charged a fee for receiving the refund.

5. Bespoke and Personalised Goods

The statutory right to cancel does not apply to goods which are:

• made to your individual measurements or specifications; or
• clearly personalised for you.

A product is not necessarily bespoke merely because it is described as “made to order”. We will identify before purchase where we consider a product to be bespoke or personalised and therefore exempt from the statutory cancellation right.

Bespoke and personalised goods remain covered by your legal rights where they are faulty, damaged, unsafe, misdescribed or do not conform to the agreed specification.

We may, entirely at our discretion, accept cancellation of a bespoke order if you contact us within 72 hours of the order confirmation and manufacturing or procurement has not materially progressed.

Where we agree to a discretionary cancellation, we may deduct reasonable and evidenced costs or losses already incurred. We will explain and agree any deduction before accepting the cancellation.

Goods manufactured using fabric or other materials supplied by the customer cannot normally be cancelled or returned unless they are faulty or do not conform to the agreed specification.

6. Sealed Hygiene Goods

The statutory cancellation right does not apply to goods which:

• were supplied in sealed packaging;
• are genuinely unsuitable for return for health-protection or hygiene reasons; and
• have been unsealed after delivery.

We will identify applicable hygiene-sealed products before purchase.

Mattresses and bedding are not automatically excluded merely because they are mattresses or bedding. The statutory exception will only be applied where its requirements are properly satisfied.

This exception does not affect your rights where the goods are faulty, damaged, unsafe or misdescribed.

7. Faulty, Damaged or Misdescribed Goods

Goods must be of satisfactory quality, fit for any purpose made known to us, match their description and correspond with any agreed sample or model.

Please contact sales@urbanlux.co.uk as soon as reasonably possible if you believe that goods are faulty, damaged, misdescribed or otherwise do not conform to the contract.

Depending on the circumstances and the time which has passed, you may be entitled to:

• reject the goods and receive a refund;
• require repair or replacement;
• receive a price reduction; or
• exercise a final right to reject the goods.

Where goods are rejected because they do not conform to the contract, UrbanLux will bear the reasonable cost of their return or collection.

Please do not attempt substantial repairs or instruct a third party to repair the goods before giving us a reasonable opportunity to inspect them. A repair attempt will not automatically remove your legal rights, although we will not be responsible for damage caused by an unauthorised or negligent repair.

8. Ex-Display, Clearance and Sale Goods

Ex-display, clearance and sale goods have the same statutory protection as full-price goods.

Before purchase, we will identify any known marks, damage, wear or other defects forming part of the condition and description of the goods. You will not be able to complain subsequently about a particular defect which was clearly disclosed and accepted before purchase.

This does not affect your rights in relation to:

• an undisclosed fault;
• inaccurate or incomplete descriptions;
• safety issues; or
• any other failure of the goods to conform to the contract.

The statutory distance-selling cancellation right continues to apply to ex-display, clearance and sale goods purchased online or by telephone unless a specific legal exception applies.

9. Showroom Purchases

There is no automatic legal right to return goods purchased in a showroom merely because you have changed your mind.

We may agree to accept a change-of-mind showroom return as a gesture of goodwill. Any such return is discretionary and may be subject to reasonable conditions, collection costs or a restocking charge disclosed and agreed when the return is accepted.

This does not affect your rights where the goods are faulty, damaged, unsafe, misdescribed or otherwise do not conform to the contract.

10. Exchanges

We may offer an exchange as an alternative to a refund where appropriate. You are not required to accept an exchange where you have a legal right to a refund.

PART B — BUSINESS-TO-BUSINESS PURCHASES

This section applies where the customer purchases goods wholly or mainly for business purposes or where the purchaser is a company, partnership, public authority or other organisation.

The consumer cancellation provisions above do not apply to business purchases.

11. Business Cancellations and Returns

Business orders may not be cancelled or returned without UrbanLux prior written agreement.

Where UrbanLux agrees to accept the return of non-faulty standard-stock goods:

• the goods must be unused and in materially undamaged condition;
• the business customer must obtain written return authorisation before returning them;
• the business customer will bear all delivery, collection and return costs; and
• UrbanLux may apply a reasonable restocking, administration or loss-in-value charge, which will be confirmed before the return is accepted.

Acceptance of one return does not create an obligation to accept any future return

12. Business Bespoke Goods

Bespoke, made-to-order, personalised or specially procured business goods cannot be cancelled or returned unless:

• UrbanLux agrees otherwise in writing; or
• the goods are defective or do not comply with the agreed contractual specification.

Where UrbanLux agrees to cancel a bespoke business order, the business customer will be responsible for costs and losses reasonably incurred up to the date of cancellation.

13. Business Ex-Display and Clearance Goods

Business ex-display and clearance goods are sold in the condition described at the time of purchase.

The business customer will have no claim regarding marks, wear, damage or defects which were clearly disclosed and accepted before the contract was made.

This does not exclude liability for an inaccurate description, an undisclosed material defect or any liability which cannot lawfully be excluded.

14. Business Inspection and Defects

14. Business Inspection and Defects

Business customers should inspect the goods promptly following delivery and notify UrbanLux in writing of:

• visible loss or damage within three working days of delivery; and
• any latent defect promptly after it is discovered.

The notice should include the order number, details of the alleged defect and supporting photographs where reasonably available.

Any remedy will be dealt with in accordance with UrbanLux applicable business terms and conditions. Subject to those terms and applicable law, UrbanLux may elect to repair or replace the goods, provide an appropriate credit or refund the affected goods.

15. Classification of the Customer

A customer will not lose consumer protection merely because an order form incorrectly describes them as a business customer.

Where there is uncertainty, the classification will depend on the identity of the purchaser and the purpose for which the goods were purchased.

Contact

Email:  sales@urbanlux.co.uk

Returns address: UrbanLux 3 Longwood Road, Longwood Park, Trafford Park M17 1PZ

The full returns address must be inserted, and the cancellation instructions and model cancellation form should also appear in the website terms and be supplied in a durable form—normally the order-confirmation email—no later than delivery. Failure to provide the required cancellation information can extend the cancellation period by up to 12 months.