If you’re not satisfied with your purchase and would like to return an item, please reach out to us at info@urbanduouk.com, providing your order number and the reason for the return.
You have 14 days from the date of receiving your order to initiate a return. After this period, returns will no longer be accepted. Please note that return shipping costs are the responsibility of the customer.
Once we receive your request, our customer service team will review it and, if approved, provide instructions on how to proceed. Items must be returned in their original packaging, along with any accessories, manuals, or documentation.
Returned items must be unused and in the same condition as when they were sent to you, with their original packaging intact. We cannot accept items with stains, damaged packaging, broken seals, or missing parts. If the returned product is not in acceptable condition, we reserve the right to decline the return or exchange. Customized products are not eligible for returns or exchanges.
Non-returnable items include those purchased through third-party retailers, incorrect items ordered, or products damaged due to customer mishandling. UrbanDuo UK reserves the right to reject any return request.
WHAT DO I DO IF THE PRODUCT RECEIVED IS DAMAGED OR INCORRECT?
Please contact our customer service team at info@urbanduouk.com to initiate the return process. Please include the following information:
-Order Number
-Proof of Purchase
-Video or photo of the product to be returned (if applicable)
-Complete shipping address
-Telephone number
-In some cases, you may be asked to include a video or photo of the defective product as proof of purchase to enable us to refund or replace the product.
HOW LONG DOES THIS PROCESS TAKE?
Returns can take up to 14 working days to process from the day we receive your return. We will send you an email to confirm once your return has been processed. For non-defective items, the refund excludes all shipping and handling costs.
WHEN WILL I RECEIVE MY REFUND?
Refunds will be issued to the original payment method. If you used a credit or debit card, the refund will be processed to your card issuer within 14 business days from the date we receive the returned item or your cancellation request. For details on when the refund will appear in your account, please contact your card issuer directly.
HOW CAN I CHANGE OR CANCEL AN ORDER?
We allow you to change the details of an order or cancel an order within 2 hours of purchase. To do this send an email to our address info@urbanduouk.com stating your order number and your purpose, our service will be happy to help you.
