Refund policy
Returns & Refunds Policy
Returns
We hope you love your Urban-Velo purchase. However, if you're not completely satisfied, you may return your item within 30 days of receiving your order.
To be eligible for a return, your item must be:
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Unworn and unused
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In its original condition
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Returned with any original packaging and tags where applicable
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Accompanied by proof of purchase
We reserve the right to refuse returns that do not meet these conditions.
How to Return an Item
To arrange a return, please contact us at:
Please include your order number and reason for return.
Once your return request has been approved, we will provide instructions on how to return your item.
Customers are responsible for return postage costs unless the item is faulty, damaged or supplied incorrectly.
Refunds
Once we receive and inspect your return, we will notify you of the outcome.
If approved, your refund will be processed to your original payment method within 5-10 working days.
Please note that your bank or card provider may take additional time to process and display the refund.
Original shipping charges are non-refundable unless the return is due to our error or a faulty item.
Exchanges
If you require a different size, please contact us and we will do our best to help.
The fastest way to receive a replacement item is usually to return the original item for a refund and place a new order.
Faulty or Incorrect Items
If you receive a faulty, damaged or incorrect item, please contact us within 14 days of delivery.
We may request photographs to help us assess the issue.
If a fault is confirmed, we will arrange a replacement, repair or full refund, including any reasonable return postage costs.
Non-Returnable Items
The following items cannot be returned unless faulty:
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Gift cards
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Personalised or custom-made products
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Any item returned in a worn, washed or damaged condition
Contact Us
If you have any questions regarding returns or refunds, please contact:
Urban-Velo
Email: hello@urban-velo.co.uk
Website: www.urban-velo.co.uk
We aim to respond to all enquiries within 2 working days.