Refund policy

Urban Cart · Last updated: [02/October/2026]

Changed your mind? You can cancel your order within 14 days of receiving it, for any reason. Email us at [email address] with your order number and tell us you'd like to return it. You then have 14 days to post the items back to us.

Condition: Items must be unused, in their original packaging and in resaleable condition. Personalised items, and sealed hygiene products that have been opened, can't be returned unless faulty.

Return postage: You pay the cost of returning items unless they are faulty or we sent the wrong item. We recommend using a tracked service, as we can't be responsible for parcels lost on the way back to us.

Refunds: We'll refund you within 14 days of receiving your return, to your original payment method. We refund the standard delivery cost if you return the whole order.

Faulty or incorrect items: If something arrives damaged, faulty or not as described, email us with your order number and photos. You're entitled to a refund within 30 days, and we'll cover the return postage. Your rights under the Consumer Rights Act 2015 are not affected by this policy.

Contact: Urban Cart,

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A few things worth knowing:

• Keep the sections on the 14-day cancellation right, refund timing, and faulty goods. These are the parts that match UK law, and leaving them out can cause problems.
• Don't promise anything you won't honour, such as free returns or exchanges, because that's what you'll be held to in a dispute.
• If you sell anything personalised, perishable or health-related, add a line about those exclusions, since they are the common source of disputes.