Most Common Reasons for Returns

• Change of Mind
• Product temporarily unavailable
• Item unsuitable
• Dissatisfied with product quality
• Products getting discontinued

Urban Deco upholds fair trading practices, never withholding customer funds or unjustly refusing returns. We prioritize customer peace of mind and fully honor their statutory rights without restriction.

Order Cancellation Before Delivery

If you decide to cancel your order before delivery:

• Contact us at hello@urbandeco.co.uk or call 0116-296-3802 (Monday - Saturday 08:30am - 5:00pm)
• No explanations are necessary
• Once we receive your request, we'll promptly cancel your order
• Expect your refund within 7 to 30 days

Essential Return Criteria

• Items must be returned in their original or suitable packaging. Failure to do so may result in a refusal to proceed with the pickup
• A pickup fee of £60 will apply only if you change your mind after delivery, and it will be deducted from your refund within 3 to 5 working days
• If you are returning goods due to damage, wrong items, or incomplete delivery, there will be no pickup charge
• Refunds will mirror the payment method used during your order placement. Refunds cannot be issued to alternate accounts

Return Procedure

• Inform us in writing of any damages or discrepancies within 7 days of receiving your delivery
• Keep the packaging as we may need photos of the boxes if the item is delivered damaged, faulty, or incorrect
• We'll need photographic proof of the damage or discrepancy to process a free replacement
• You have a period of 30 working days to return an item
• For faulty goods, you have a 30-day window to reject them
• Made-to-order furniture cannot be returned
• Clearance items are not eligible for replacements
• A fee of £60 applies for collection if you change your mind after delivery

Important Notes

• Mattress covers, mattresses, and pillows are excluded for hygiene reasons. If a mattress is faulty or damaged, we will arrange for a replacement or repair
• Made-to-order furniture falls outside the scope of this policy, except in cases of substandard quality or accidental damage during transit caused by us
• This policy does not cover delivery charges or other service fees
• Returns cannot be accepted after the thirty (30) working days period
• For ready-assembled wardrobes, please measure your property before ordering, as we do not accept returns if the wardrobe does not fit your space

Return & Refund Process

• For damaged, faulty, or incorrect products, photographic evidence of the item's condition and original packaging is required
• Allow 10-14 days for collection arrangement
• Product must be in original, unused condition and packed in original or suitable packaging
• Refund will be processed by our accounts team within 30 days from warehouse receipt
• Refund credited to the original payment card
• We cannot accept responsibility for damage during customer assembly attempts

Urban Deco Exchange Policy

• No replacement or exchange for clearance stock items
• Clearance stock items returnable only if faulty or damaged upon delivery
• Full refund or discount offered for damaged items
• Must notify within 14 days of receiving the order for refund or discount
• Refunds processed based on damaged item value or most cost-effective option
• Refunds will be issued within 7 to 30 days
• Refunds will be made using the same payment method as the original purchase; refunds to a different account are not possible

Contact Us

• Phone: 0116-296-3802
• Email: hello@urbandeco.co.uk
• Hours: Monday - Saturday 08:30 am - 5:00 pm

Applicable Law

As Urban Deco is situated in Leicestershire, United Kingdom, and conducts its online operations from this location, all matters concerning the website, sales, accounts, and content therein are governed by the laws of England and Wales. In the event of any disputes, you agree to resolve them according to the laws of England and Wales.

Privacy Policy

Urban Deco gathers your information solely to process your order and address your inquiries. Your details are not disclosed to any Third-Party affiliates without your explicit consent. Kindly refer to our Privacy Policy for comprehensive information.