Refund policy
We want you to be completely satisfied with your purchase. Please review our return and refund policy below.
Return Window
We accept returns within 30 days of delivery. Any return request made after this period will not be accepted.
Return Eligibility
To be eligible for a return:
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Items must be unused
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Items must be returned in the same condition as received
Products that do not meet these conditions may not be eligible for a refund.
Non-Returnable Items
The following items are not eligible for return or refund:
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Personalised products
Please ensure you review your order carefully before purchasing personalised items.
Refund Method
All approved refunds are issued to the original payment method used at checkout. We do not offer store credit or exchanges unless otherwise stated.
Refund Processing Time
Once your return is received and approved:
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Refunds are processed within 2–3 business days
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The time it takes for the refund to appear in your account may vary depending on your bank or payment provider
Return Shipping Costs
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Customers are responsible for return shipping costs for standard returns
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We cover return shipping costs only in cases where the item is damaged or incorrect
Damaged or Incorrect Items
If you receive a damaged or incorrect item:
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You must contact us within 7 days of delivery
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Please provide your order number and clear photos of the issue
We will assess the issue and arrange a replacement or refund where applicable.
How to Initiate a Return
Before returning any item, you must contact us first.
To start a return, please email us with your order number and reason for return at: info@urbanrugsuk.com
Returns sent without prior approval may not be accepted.
Contact Information
For any return or refund related questions, you can contact us at:
info@urbanrugsuk.com