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 resaleable 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.

ONLINE PURCHASES (DISTANCE SELLING)

5. Your Right to Cancel (Online Orders Only)

If you purchase online, you have the right to cancel your order within 14 days of receiving the goods.

Cancellation must be requested in writing.

6. Conditions for Online Returns

To qualify for return:

Goods must be unused
Flooring must remain unopened and in sealed packaging
Items must be in original condition
Products must be suitable for resale

Return shipping costs are the responsibility of the customer.

We strongly recommend using insured transport for returns, as goods remain your responsibility until received by us.

7. Non-Returnable Online Items

The following items cannot be returned unless faulty:

Opened flooring packs
Installed goods
Special-order or bespoke products
Clearance items
Adhesives, trims, underlay and preparation products
Mattresses and hygiene-sensitive items

APPLICABLE TO ALL PURCHASES

8. Inspection Before Installation

All goods must be inspected thoroughly before installation.

Installing, cutting, altering or using goods will be deemed acceptance of the product in its delivered condition.

We are not liable for costs associated with removing, reinstalling or replacing goods once installed.

9. Faulty Goods

If goods are believed to be faulty, you must notify us within 48 hours of discovery.

We reserve the right to:

Inspect the goods
Request photographic evidence
Arrange a site visit
Consult the manufacturer

Where a genuine manufacturing defect is confirmed, we may offer repair, replacement or refund at our discretion.

We do not accept claims for:

Installation costs
Labour charges
Consequential losses
Damage caused by incorrect installation or site conditions

10. Refund Processing

Refunds will be processed within 14 days of receiving and inspecting returned goods.

Refunds will be issued to the original payment method unless otherwise agreed.

Restocking fees (where applicable) will be deducted from the refund amount.

11. Batch Consistency

We cannot guarantee shade or batch consistency between separate flooring orders.

Customers must order sufficient quantity in one transaction to complete their project.