At Urban Life, we care about you, our customers and always want you to be happy and satisfied with the product that you have purchased.
Change of Mind:
If you change your mind, you may return it to us within 28 days of the date that you received it, no questions ask. You will be responsible for the actual shipping costs associated with the return of the product, regardless of any free, discounted or other type of shipping promotion that you may have enjoyed at the time of purchase.
To return a product or products, you will initiate the process by clicking on the Contact Seller link located in your original order confirmation email or you can call us on 03 9584 4155 to organise your return. Once the query is received, a form will be emailed to you to complete all necessary details to evaluate your return request.
Items returned because of change of mind, must be in “as new” condition. This means you haven’t opened, broken any packaging seals, packaging, assembled, damaged or used any of the items. Returned items must be secured in their original packaging.
Within 5 business days of receiving your return, we will confirm it is in as “as new” condition and process the relevant credit
Despite our dispatch team taking every precaution in packaging all items to be delivered to our customers, occasionally items do get damaged or broken.
If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately. We will use the evidence you send us to improve any procedures that contributed to the state of the package/s or item/s being unacceptable when the courier tried to deliver
If you notice that an item is damaged after it has been delivered to you, please take photos or video clearly showing the damage and contact us as soon as possible via email by clicking on the Contact Seller link located in your original order confirmation email or by calling us on 03 9584 4155. Ideally this should occur within 3 business days of receiving your delivery.
The type of remedy we offer will depend upon the circumstances. We will work proactively with you to find an outcome that you're happy with. For example, we may arrange to:
• Suggest a self-repair (with an offer of compensation to you)
• Offer a partial or full store credit voucher or refund
• Replace the product (subject to availability)
• Arrange for the product to be returned to us
If the action determined requires you to return the product to us, we will pay the full cost of the return.
Despite our best efforts and systems to avoid this, occasionally we may accidentally ship the wrong item/s to you. If you have received an incorrect item, let us know as soon as you can (via email or phone), ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pick-up and return of the incorrectly shipped item at no cost to you.
Urban Life, through our manufacturing and purchasing departments strive to deliver goods free from defects in materials and workmanship, and of acceptable quality and durability for the purpose for which they are designed.
If an item arrives that is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 3 business days of receiving your delivery.
The best solution to any product fault depends on the nature of the fault itself, and the outcome that works best for you. We will work proactively with you to find a solution that satisfies your situation. For example, we may arrange one or a combination of the following:
• Send you any missing parts or components
• Suggest a method self-repair (with an offer of compensation to you)
• Replace the product (subject to availability)
• Offer you an alternative product
• Offer a partial or full refund
Unfortunately, we do not offer exchanges. Simply return your items in accordance with our returns policy and place a new order.
Your consumer rights:
The goods you purchase come with guarantees that cannot be excluded under the Australian Consumer Law. If your product is faulty, broken or otherwise non-compliant with a consumer guarantee under the Australian Consumer Law please contact us as soon as possible with your name and order number and our customer care team will look after you.
We reserve the right to refuse a return in cases where we cannot be reasonably satisfied that you purchased the product from us and where we deem damage to a product to be due to fair wear and tear, misuse, failure to use in accordance with manufacturer's instructions or failure to take reasonable care.