Before order confirmation
An enquiry or quotation may be withdrawn before Urban Home confirms the order. If no payment has been collected and no special procurement or work has begun, no cancellation charge ordinarily applies.
After confirmation
Request cancellation as soon as possible. For a confirmed standard-product order that has not been dispatched, cancellation may be accepted subject to stock commitments, services already performed and an applicable charge of [CANCELLATION CHARGE].
Production and customization
Customized furniture may require materials, labour and production specifically for the customer. Once design approval, material procurement or production has started, cancellation may be unavailable or may involve charges reflecting work completed and non-recoverable costs. The applicable custom-order terms should be stated in the quotation or order confirmation.
After dispatch or delivery
After dispatch, cancellation may be treated as a return and may include delivery, redelivery or return-transport charges where applicable. After delivery, requests are handled under the Refund & Return Policy.
Refusing delivery does not automatically cancel an order or guarantee a refund.
How to cancel
Contact [CUSTOMER SUPPORT EMAIL] or [CUSTOMER SUPPORT PHONE] and provide your name, order reference, product and reason. A cancellation is effective only after Urban Home confirms it in writing.
Refund timing
If a cancellation refund is approved, it will be initiated within [REFUND PROCESSING TIME] after applicable charges are calculated. The original payment provider or bank may require additional processing time.