Return and Refund Policy

If you have bought an item from our online store and changed your mind, you can find the guide for Return and Refund Policy below.

How to return items

To initiate a return of an item purchased from Urban Merchants, Your Fine Food Supplier, please e-mail us the item you want to return and the reason for your return. We will review your submitted request and once approved you will be notified by e-mail. Please note that submitting a refund request does not constitute a confirmation that your item will be refunded.

For approved requests, you will receive a mailing label that can be easily accessed. Please print the label and apply it to the parcel you are returning.

Delivery and handling charges for returning unwanted items is applied for non perishable items only. For perishable items no claims will be accepted, unless the claim is made within 24 hours from purchase.

To ensure the safe return of the merchandise, please package your item with care. Items valued over £50.00 should be returned to us using a trackable delivery service. If the order is valued at £100.00 or more, we recommend you insure your return for the value of the product and use a signature required delivery service.

Note: Simply refusing delivery of a parcel is not a trackable means of return and will not be accepted under our return policy. You should accept delivery of an item that you want to return and submit a return request as cited above.

Damaged products

If you receive an item that does not match the online description or is clearly in a worse condition than was indicated (broken, damaged), please report this incident to Urban Merchants Ltd within 24 hours of receiving the item. The item must be returned to Urban Merchants in the same condition you received it and in the original packing within 3-5 calendar days of receipt.

Delivery and handling charges for returning damaged or defective items will be borne by Urban Merchants Ltd. If requested and approved by Urban Merchants Ltd, we can provide you with a prepaid method of return delivery or refund the return delivery costs to the original payment method used to purchase the order.

To ensure the safe return of the merchandise, please package your item with care. Items valued over £50.00 should be returned to us using a trackable delivery service. If the order is valued at £100.00 or more, we recommend you insure your return for the value of the product and use a signature required delivery service.

Note: Simply refusing delivery of a parcel is not a trackable means of return and will not be accepted under our return policy. You should accept delivery of an item that you want to return and submit a return request as cited above.

Refunds

In the event that you are cancelling your purchase within the first 3-5 calendar days from the day you receive the item, we will refund the cost of the item and the cost of sending the item to you as follows:

1Where you return an item that was part of a larger order, we will refund the per item charge for delivery.

2Where you return an entire order, we will refund the applicable per item delivery charge and the per-delivery charge.

3We are only required to refund standard postage charges corresponding to the least expensive type of delivery offered by us.

4If you use a personalised pre-paid return label, we are entitled to deduct the return postage from your overall refund.

We may issue full or partial refund for an order as described on this page.

Refunds are typically processed by Urban Merchants Ltd within one week of the request. The funds will be deposited back in your debit/credit card account. Urban Merchants Ltd will send confirmation of the refund via e-mail.