Refund policy

Large Products (Items that cannot be transported by a Courier)

Whilst we do our best we cannot provide a refund for customers unless there is a fault with the product.

IMPORTANT - Please inspect your order upon receipt.  If it is damaged upon arrival, please do not accept the product and contact us immediately on 027 410 2170.

If the driver leaves the product and it is signed for then it is deemed to have been delivered in good order and any subsequent damage will be deemed to have happened after the product has been delivered.

Smaller Items (items that can be transported by a Courier)

Whilst we do our best we cannot provide a refund for customers unless there is a fault with the product.

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return if the product is faulty.

To start a return, you can contact us at Matt@theurbanmarket.store. 

If your return is accepted, we will we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

If we accept any return or exchange, it must be in the same condition as received. If the carriers or you open the box to look at the product, please ensure that you do not damage the packaging, box, or product.

Please ensure that you re-package the items. All original packaging must be returned with the item.

Please note: no returns or exchanges are accepted for the products sold under the clearance or ex display items category.

You can always contact us for any return questions at Matt@theurbanmarket.store.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
If a refund for any reason has been agreed, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your refund please contact us at Matt@theurbanmarket.store.

Cancelling Your Order

If you wish to cancel your order you will need to contact Matt@Theurbanmarket.store. Please note: we will do our best but we cannot guarantee that it will be possible to cancel your order as it may have already been processed. Once processed then the order cannot be refunded.

If we are able to cancel your order prior to dispatch, we will refund to your original payment method where possible or, if you prefer, we can issue you a The Urban Market Credit.