Refund policy

Last updated: 16 August 2026

If you are not completely satisfied with your purchase, we will help you return it. This policy sets out the whole process, including who pays return postage and how long a refund takes.

Your 30-day return window

You may request a return within 30 days of the date you receive your order. To be accepted, the item must be:

Unused and in the condition you received it
In its original packaging
Complete, with all parts, fixings and accessories included
Undamaged by misuse, neglect or attempted modification

Additional rights for UK and EU customers

If you are a consumer in the United Kingdom or the European Union, you have a separate statutory right to cancel most online orders within 14 days of receiving the goods, for any reason and without giving one — and a further 14 days to send them back. This right sits alongside our 30-day policy, and nothing on this page reduces it. Under that statutory right we refund the item price and the standard outbound delivery charge; the cost of returning the goods to us is yours unless the goods are faulty, damaged or not as described.

Items that cannot be returned

Gift cards
Clearance and final-sale items
Personalised, bespoke or made-to-order products
Items returned without first obtaining return authorisation

This list does not apply where goods are faulty, damaged or not as described — those are always covered.

How to start a return

Email support@urbanfarmly.com with:

Your order number
Your full name
The item(s) you wish to return and the reason
Photographs, if the item is damaged or defective

We will reply with return authorisation and the correct return address. Please do not post anything back before you have that authorisation — unauthorised returns can be delayed or refused.

Who pays return postage

Faulty, damaged, incorrect or not-as-described items: UrbanFarmly pays the return cost.
Change of mind: you pay the return cost.
Original delivery charges are refunded when the return is our error, and under the UK/EU statutory cancellation right described above.

Refunds

Once your return arrives and has been inspected, we will tell you whether the refund is approved. Approved refunds are issued to the original payment method within 5–10 business days. Your bank or card issuer may take additional time to show the money in your account.

Damaged or defective on arrival

Contact us within 48 hours of delivery with photographs of the product, the packaging and the fault. We will arrange a replacement, a refund or another suitable remedy at no cost to you. Full detail is in our Damaged, Lost & Delayed Orders policy.