Please note we CANNOT accept the cancellation and return of any orders that contain item/s that are liable to deteriorate or expire rapidly. Therefore, we are unable to accept cancellations or returns for any orders that contain any chilled, refrigerated or flash frozen products after it has been dispatched to you.
Can I cancel my entire order?
When you shop online you have the right to cancel and return your whole order if it contains non-perishable items only, at any time up to 14 days after the day on which you received your order.
You need to notify Urban Merchants by email that you wish to cancel within this timeframe, and you must return your order at your own cost to Urban Merchants within 28 days of receiving it.
For orders over £50, we recommend that you return your order using a trackable delivery service.
For overs over £100, we recommend that you insure your order for the value of the products and use a signature required delivery service.
Please note it is your responsibility to take reasonable care of the items in your order and you will be liable for any damage sustained to them until we receive them back at our warehouse.
All returns must be returned in their original condition, packaging and unopened. To ensure the safe return of your items, please package them with care.
Providing the non-perishable item/s are returned to Urban Merchants in the same condition that you received them, we will refund the full value of these item/s.
If you paid for delivery when your order was originally sent to you, you are also entitled to a refund on the outbound delivery charge, but please note this refund will be the equivalent of our standard delivery cost.
Can I return unwanted non-perishable items?
Please note as explained above that we can only accept the return of non-perishable items. We cannot accept the return of any chilled, refrigerated or flash frozen products after it has been dispatched to you.
If you wish to return any non-perishable products that you ordered in error or that are an unwanted item, please notify us by email at contact@urbanmerchants.co.uk
Please do this within 48 hours of receiving your delivery explaining which item or items you want to return and why.
We will then review your refund request and if approved will notify you by email.
Please note that submitting a refund request does not constitute confirmation that your item will automaticallybe refunded.
For approved refund requests, we will email you a prepaid return label. Please print this label out and attach it to the parcel you are returning.
The return of non-perishable items must be made at your own cost within 14 days of receiving your delivery.
For the return of non-perishable items over £50, we recommend that you return them using a trackable delivery service.
For the return of non-perishable items over £100, we recommend that you insure them for the value of the products and use a signature required delivery service.
Please note it is your responsibility to take reasonable care of the items in your order and you will be liable for any damage sustained to them until we receive them back at our warehouse.
All returns must be returned in their original condition, packaging and unopened. To ensure the safe return of your items, please package them with care.
Providing the non-perishable item/s are returned to Urban Merchants in the same condition that you received them, we will refund the full value of these item/s.
Unfortunately, we are unable to refund any delivery charges if you decide to return non-perishable item/s that were part of a larger order.
What if my order arrives and something is damaged?
In the unlikely event that any of your products arrive damaged in any way, please accept the delivery and notify us by email at contact@urbanmerchants.co.uk
Accepting a damaged delivery will not affect your consumer rights.
Please send an image of the damaged product for insurance purposes along with your Order Number and an explanation of the problem. If the products are damaged or faulty through no fault of your own, we will happily replace or refund the affected item/s.
If Urban Merchants ask you to return any damaged or defective item/s, the cost of any delivery or handling charges will be borne by Urban Merchants. If requested and approved by Urban Merchants, we can either provide you with a prepaid return label or refund the return delivery costs to the original payment method that was used to purchase the original order.
If you decide that you would prefer a refund and this has been approved by Urban Merchants, we will process your refund request within one week and deposit the funds back onto the card you originally used to make your purchase with.
Urban Merchants will send you confirmation of the refund via email.
Refunds
Refunds are typically processed by Urban Merchants Ltd within one week of the request. The funds will be deposited back onto the card you originally made the payment with. Urban Merchants Ltd will send confirmation of the refund via email.
Important exceptions
- Please note simply refusing delivery of a parcel is not a trackable means of cancelling and returning your order. In these circumstances, no refund will be offered. You should always accept your delivery and then submit a refund request for any cancellation or return of non-perishable item/s as outlined
- Please note that it is your responsibility to ensure that you are available to receive your order on the delivery date that is sent to you or that you have left clear instructions for it to be left in a suitable safe place of your choosing or with a neighbour.
- If your order is a gift, it is your responsibility to notify the recipient of the order’s arrival time.
We cannot take responsibility for any perishable items that have been left to deteriorate for any length of time due to the absence of the addressee nor can we take responsibility for any orders that are returned by our delivery partners due to the absence of the addressee. In these circumstances, no refund will be offered.
