Urban Industry

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Returns

Christmas 2016 - Extended Returns Period

To accomidate products bought as gifts for Christmas we've extended our normal returns period into 2017.

Any orders placed on or after Monday 7th November 2016 can be returned to arrive back with us no later than 14th January 2017.

All returns sent back within the extended period must still meet our normal conditions of return outlined below.

Please follow our normal instructions for returning an item, which are also outlined below on this page.

How long do I have to return an item?

For orders placed before Monday 7th November 2016 - You have 28 days to return an item from the day you received it.

When you return an item you have two options:

REFUND to original payment method ie, card, paypal account etc (please be aware this can take up to 5 days depending on your bank)

OR

EXCHANGES We do offer exchanges. We will only exchange the same item originally bought for an alternative size. We do not hold stock so can only exchange an item if its in stock at point of processing the return.

How long to return an item? If you are not completely satisfied with your purchase, simply return the items to us in their original condition and packaging within 28 days of receipt and we will issue a full refund.

Conditions of return

Please make sure the item is not visibly worn, damaged, marked in anyway with pen or grease, washed, smells of smoke, aftershave, perfume, deodorant or washing powder, or is any condition that we deem renders the item unsaleable. The customer is responsible for the item returning to us, please make sure you take adequate steps to ensure the security of the contents during transit back, we cannot be held responsible for an exchange or refund if reasonable steps are not taken. All items must be returned with all relevant swing tags, labeling, branding and any accompanying marketing material specific to the item. This INCLUDES the outer box that the shoes come in. If the box is damaged it means the shoes cannot be resold to another customer, we don't have spare boxes. Occasionally we offer free items with your purchase. If you are returning your item for a refund any free item(s) must also be returned at the same time.

UK Returns/Exchanges

Customers are responsible for the cost of returning item(s), and for your parcel until it arrives at Urban Industry.

Returning goods to Urban Industry is simple. Please fill in the fields on the invoice stating if you require a refund/store credit or an exchange. If you don’t have your Returns Form just print off your order confirmation that we emailed you and make a note of what you are sending back. If you have chosen to an exchange an item, Urban Industry will pay for the cost of shipping the exchange item to you.

When posting the goods back to us we recommend using a tracked service as we are not responsible for any items lost in transit.

Returns Address:

Returns Dept.
Urban Industry
Unit 2 Park View
Alder Close
Eastbourne
East Sussex
BN23 6QE UK

International returns

All international customers are responsible for the costs in sending items back to Urban Industry.

We do not offer exchanges to international customers. If you wish to change an item, you will have to return the item(s) back to Urban Industry for a refund and place a new order.

Returns Address:

Returns Dept.
Urban Industry
Unit 2 Park View
Alder Close
Eastbourne
East Sussex
BN23 6QE UK

How Do I Return my Item(s):

1. Make sure all tags are still attached to your items and they are back in their original bag.

2. You have not worn the item(s) (please contact us about faulty items)

3. Please wrap items appropriately for transit to avoid damage to goods or boxes. Please do not stick labels or tape directly to the products packaging (e.g. shoe box ) as if tampered with in any way, we can no longer accept the return.

4. Please allow 3-5 working days once the goods have reached us, to give us time to process your returns.

Consumer Contract Regulations

From 13 June 2014 the new Consumer Contracts Regulations - which implement the Consumer Rights Directive in UK law - apply to all purchases you make at a distance. The Distance Selling Regulations have be subsumed into this new piece of legislation.

The 14 working days starts from the day after you receive your order, we actually give you longer with 28 days to return an items to us.

We need written confirmation of cancellation from you, so you’ll need to contact us quoting your order number.

If you have already received your order, you will need to return all the items in the order.

The items must be in their original condition and will be inspected once we have received them. The extent to which a you can handle the goods is the same as it would be if you were assessing them in a shop.

 

If you have any questions please contact our Customer Service Team on 01323 412444 / returns@urbanindustry.co.uk