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Returns and Refund Policy

The Urban Company

Last Updated: 01/03/2026

1. Overview

This policy outlines your rights and responsibilities regarding returns, refunds and cancellations for purchases made with The Urban Company, both in-store and online.

Different rules apply to in-store and online purchases.

IN-STORE PURCHASES

2. Cooling-Off Period

Purchases made in-store do not carry a statutory cooling-off period.

Returns are accepted strictly in accordance with this policy.

3. Standard Stock Returns (In-Store)

Standard stock items may be returned within 7 days of delivery or collection, subject to:

  • Prior approval from us

  • A 20% restocking fee

  • Goods being unused and in original packaging

  • Items being in resalable condition

Returns are at your own cost and risk unless the goods are faulty.

Refunds will only be processed once goods have been inspected and approved.

The 20% restocking fee reflects handling, administration, and supplier restocking costs and is applied consistently.

4. Non-Returnable In-Store Items

The following items are strictly non-returnable unless faulty:

  • Special-order or bespoke items

  • Non-stock items sourced specifically for your order

  • Clearance or ex-display items

  • Opened flooring packs

  • Installed goods

  • Mattresses

  • Upholstered furniture once delivered

  • Adhesives, trims, underlay, screeds, primers and preparation products

Deposits are non-refundable once goods have been ordered or allocated.

Proof of Purchase

Proof of purchase is required for all returns, refunds or exchanges.

This may include a till receipt, order confirmation or another form of evidence acceptable to The Urban Company.

ONLINE RETURNS & REFUNDS POLICY

The Urban Company
Operated by Maraboo Group Ltd

Last updated: October 2026

This policy applies to purchases made online through The Urban Company website.

Purchases made in our showroom are covered by our separate In-Store Returns Policy.

The Urban Company does not offer any extended change-of-mind return period beyond the minimum required by law.

5. Your Right to Cancel — Online Orders Only

For eligible online purchases, you may cancel your order within 14 days of receiving the goods.

You must clearly notify us that you wish to cancel within this period.

Once cancelled, the goods must be returned to us within 14 days of notifying us.

After the statutory cancellation period has expired, The Urban Company is under no obligation to accept a return simply because you have changed your mind.

6. Conditions for Change-of-Mind Returns

Goods must be returned in an acceptable condition.

They must be:

  • unused beyond reasonable inspection;

  • clean and free from marks, stains, odours or contamination;

  • complete with all parts, fittings and accessories;

  • unaltered;

  • undamaged; and

  • appropriately protected for return transport.

Original packaging should be retained and used wherever possible.

Where goods have been used, assembled, damaged, altered, returned incomplete or otherwise reduced in value, an appropriate deduction may be made from the refund.

6A. Return Transport

For non-faulty change-of-mind returns, The Urban Company does not provide or arrange collection.

The customer is entirely responsible for:

  • arranging the return;

  • choosing a suitable carrier;

  • paying all return costs;

  • protecting the goods correctly; and

  • ensuring the goods arrive safely.

Return transport costs are non-refundable.

Goods remain the customer's responsibility until received by The Urban Company.

Bulky furniture may require specialist transport and customers should consider this before purchasing.

Before returning furniture, flooring or other bulky items, contact us for the correct return address and receiving instructions.

6B. Flat-Pack and Self-Assembly Furniture

All flat-packed or self-assembly furniture must be checked before assembly begins.

If you have changed your mind, do not begin assembly.

Once assembly has started, The Urban Company will not accept the item under any voluntary change-of-mind return policy.

Where a statutory cancellation right still applies, any reduction in value caused by assembly or dismantling may be deducted from the refund.

This includes:

  • screws or fittings being inserted;

  • fixing holes being damaged;

  • marks or scratches;

  • packaging being discarded;

  • missing fittings;

  • dismantling damage; or

  • the item no longer being capable of being sold as new.

If a fault or damaged component is discovered during assembly, stop immediately and contact us.

Damage caused by incorrect assembly is not a product fault.

6C. Flooring Returns

All flooring must be checked before packs are opened and before installation begins.

Customers must check:

  • product;

  • colour;

  • quantity;

  • dimensions;

  • batch details where applicable; and

  • visible condition.

Unopened flooring

Eligible unopened standard flooring may be returned within the applicable statutory cancellation period.

Opened flooring

Opening flooring may reduce its resale value.

Where this happens, an appropriate deduction may be made from the refund.

Installed or altered flooring

Flooring that has been:

  • cut;

  • trimmed;

  • glued;

  • drilled;

  • fitted;

  • clicked into an installation; or

  • otherwise altered

cannot be returned simply because you have changed your mind.

7. Non-Returnable and Bespoke Products

Change-of-mind cancellation rights do not apply where the law excludes them.

This may include products which are:

  • made to individual specifications;

  • personalised;

  • made to bespoke dimensions;

  • cut specifically to customer requirements;

  • made-to-measure; or

  • produced in a genuinely non-standard specification requested by the customer.

Where a product is genuinely bespoke or personalised, this will be made clear where appropriate.

Sale or clearance pricing alone does not remove statutory rights.

Where a specific defect or imperfection was clearly disclosed before purchase, that same disclosed issue cannot later be treated as a product fault.

8. Inspection Before Installation or Use

All goods must be inspected before installation, cutting, assembly, alteration or permanent use.

If any visible damage, defect, incorrect product, incorrect colour or other obvious issue is found:

DO NOT INSTALL, CUT, GLUE, ASSEMBLE, ALTER OR CONTINUE USING THE PRODUCT.

Contact The Urban Company immediately.

Installing or altering goods despite an obvious visible issue may affect the remedies available.

The Urban Company will not normally accept responsibility for avoidable fitting, removal, dismantling, refitting or third-party costs where clearly defective or incorrect goods were installed before we were given the opportunity to investigate.

9. Damaged Goods — 48-Hour Reporting

ALL VISIBLE DELIVERY DAMAGE, TRANSIT DAMAGE, SHORTAGES, INCORRECT GOODS OR DAMAGED PACKAGING MUST BE REPORTED WITHIN 48 HOURS OF DELIVERY.

Customers must inspect deliveries promptly.

Where damage is reported, we may require:

  • photographs of the goods;

  • photographs of packaging;

  • product labels;

  • order details; and

  • any other reasonable evidence required to investigate the claim.

All packaging must be retained until the issue has been resolved.

Damaged goods must not be assembled, installed, cut, altered or used before contacting us.

Failure to report visible delivery damage within 48 hours may affect our ability to accept a transit-damage claim where legally permitted.

This 48-hour requirement does not remove statutory rights relating to genuine product faults.

9A. Faulty Goods

Where goods are believed to be faulty, The Urban Company reserves the right to:

  • inspect the goods;

  • request photographs or video;

  • request packaging or product information;

  • consult the manufacturer or supplier; and

  • arrange an inspection where necessary.

Customers must allow us a reasonable opportunity to investigate the issue.

Where a genuine fault is confirmed, the appropriate remedy will be provided in accordance with applicable consumer law.

9B. Matters Not Treated as Product Faults

The Urban Company is not responsible for problems caused by:

  • incorrect installation;

  • poor workmanship by third-party fitters;

  • unsuitable site or subfloor conditions;

  • moisture or humidity problems;

  • incorrect acclimatisation;

  • misuse;

  • accidental damage;

  • incorrect assembly;

  • alteration;

  • failure to follow care instructions;

  • normal wear and tear; or

  • reasonable natural variation in materials, colour, grain, texture or batch.

Where we provide contact details for an independent fitter or tradesperson, this is for convenience only and is not a recommendation, endorsement or guarantee of their work.

9C. Installation and Third-Party Costs

Customers should not arrange installation, dispose of existing goods or commit to third-party work until the goods have been delivered, inspected and confirmed as correct.

Except where we are legally liable, The Urban Company will not reimburse:

  • fitting costs;

  • installation costs;

  • dismantling costs;

  • removal costs;

  • refitting costs;

  • third-party contractor charges;

  • storage costs;

  • loss of earnings; or

  • indirect or consequential losses.

10. Refund Processing

Refunds will only be processed once returned goods have been received by The Urban Company and inspected.

All returned goods will be checked to confirm they are in an acceptable condition and that all parts, fittings and accessories are present.

Where goods have been used, damaged, assembled, altered, returned incomplete or otherwise reduced in value, an appropriate deduction may be made from the refund.

Once the return has been inspected and approved, the refund will be processed back to the original payment method.

Return delivery costs for non-faulty change-of-mind returns are the responsibility of the customer and are non-refundable.

Nothing in this section affects your statutory rights.

11. Batch, Shade and Natural Variation

We cannot guarantee exact colour, shade, grain, pattern, texture or batch consistency between separate orders.

Customers are responsible for ordering sufficient quantity in one transaction to complete their project, including an appropriate allowance for wastage.

Additional products ordered later may come from a different production batch and may not provide an exact match.

Natural materials including timber, leather, stone and wool may contain variations in colour, grain, markings, knots, texture and tone.

Reasonable natural and manufacturing variations are not considered product faults.

Customers must inspect all materials before installation.