Refund & Return policy

It is really important to us that you love your purchase however in the unlikely event that the item is damaged or faulty we will offer you an exchange, store credit or a refund.

If you simply change your mind on an item you have purchased, we are happy to work with you for a positive outcome. We will happily exchange or provide a store credit as long as our conditions of returns are met.

We will only issue refunds for change of mind on pre-orders or orders that have not been shipped. We will refund you the purchase amount minus any merchant fees we may have incurred as a result of the sale (if any).

In accordance with Australian Consumer Law, we will happily exchange or provide a refund on any items in your order if your items are damaged or faulty in any way on delivery.  We check all goods prior to posting and will only accept returns of damaged or faulty items if the items were damaged or faulty when delivered to you.  We will check any goods upon return and if they appear to have been damaged after receipt by you, we will not accept it as faulty or damaged and therefore will not provide a refund or exchange.         

International customers requesting refunds due to delays in shipping will only be honoured once we can confirm the parcel is being returned to sender. We will only process refunds once the parcel has been scanned and tracking is updated to reflect the parcel is on its way back to us.

Some countries do not accept or process any return to sender requests whilst the parcel is in transit. In this case the parcel will be delivered to you and if you wish to proceed with obtaining a refund, you must refuse delivery and instruct the delivery person to return the parcel to sender. Should you accept and take delivery of the parcel, you will be responsible for any return shipping charges if you wish to proceed with obtaining a refund. 

 

RETURNS

CONDITIONS OF RETURN: 

• Items must be returned within 7 days of purchase (14 days for International customers). Any items returned after 7 days of purchase (14 days for International customers) will not be accepted unless prior notice or terms have been agreed upon by us.

• Items must not have been used, unworn (if applicable), had tags removed (if any), hand or machine washed, damaged or altered from their original condition in any way. Any wrapped items must be unopened in original packaging.

• We understand that sometimes it is difficult to keep original wrapping intact, however all items must be sent back with protective wrapping to avoid damage on its return. 

• When returning any goods, they need to be sent with tracking to ensure they do not get lost.  We will contact you via email once we have received the returned goods.

If upon inspection the returned item is found not to have met any of these conditions, we may choose not to issue a refund, exchange or store credit.

We do not offer a refund if goods are a different colour to what it appears on your screen (except where the goods are in fact incorrect ie pink instead of blue).  We will provide an exchange, if stock is available, where the incorrect size was ordered.  All shipping costs will be your responsibility.

Please note that for hygiene reasons, we cannot provide any exchanges or refunds on teethers & dummy chains unless faulty.

 

ORDER CANCELLATIONS

We currently do not accept order cancellations on customer orders.  All orders are final once payment has been made.
 
For more information, please email us at info@urbanrose.biz

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