To start a return, you can contact us at tori@urban-habitat.co.uk please allow 48 hours for a response. If your return is accepted, we will send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at tori@urban-habitat.co.uk
Large Item Deliveries
Sofas and large item deliveries are not calculated at checkout and payable separately to a third party courier company. This is based on size of the item and location (postcode). All quotes are for a one man team unless otherwise requested as this is the cheapest option for you and I am more than happy to help load at my end to help keep those costs down. However they will need help offloading.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Do NOT throw away original packaging as ALL items need to be returned in original packaging. If for instance you have a minor fault out of one box but the rest of the parts are fine - the entire box and it’s contents (regardless if the rest of the parts are not damaged) needs to be returned for replacement parts or refunds. Without the original packaging it can NOT be returned or refunded. Please ALWAYS keep original packaging.
Ex display, cancelled orders sofas, furniture or any other items: the base of these items can be scratched or damaged lining, feet can also be scratched and unless noticeable this will not be pointed out either. This is not discussed in product reports as you can not see them when in place and does not affect the item. If you require to know this then please ask, otherwise it won’t be disclosed.
Exceptions / non-returnable items
Ex displays and sofas are sold as seen, these are not brand new items which means they do not have warranty. This is the reason they are up to 75% off retail price. If you should wish to have warranty on items then please do go to the relevant retail provider and purchase the item at full price; this means you are covered by warranty of up to 6 months.
Unfortunately, we cannot accept returns on sale items.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
