Refund & Return Policy

A standard, non-customized product may be considered for return when a request is made within [RETURN WINDOW], the item is unused and in resalable condition, and all original parts, accessories, labels, manuals and packaging are available. Eligibility remains subject to inspection.

• Customized, personalized, made-to-order or specially sourced furniture, except where damaged, defective or incorrect.
• Products used, altered, stained, scratched, disassembled after installation, or damaged after delivery.
• Mattresses, upholstery or hygiene-sensitive items where opened or used, unless defective.
• Clearance or final-sale items where this was disclosed before purchase.
• Damage caused by misuse, unsuitable site conditions, normal wear, natural material variation or failure to follow care instructions.

Customized furniture is produced to approved measurements, materials, colours or specifications and normally cannot be returned for a change of mind. If it materially differs from the confirmed specification, arrives damaged, or has a verified manufacturing defect, contact us for inspection and an appropriate remedy.

Inspect the item at delivery. Record visible concerns on the delivery acknowledgement and contact us within [DAMAGE REPORTING PERIOD]. For a concealed defect, contact us promptly after discovery.

Provide the order reference, description of the issue, and clear photographs or video of the product, packaging, labels and affected area. Keep the product and packaging until we advise the next step.

Contact [CUSTOMER SUPPORT EMAIL] or [CUSTOMER SUPPORT PHONE] with your order details and reason. Do not send or transport furniture back without written authorization and return instructions.

We may inspect the item at the delivery location, showroom or another agreed place. Approval depends on the product condition, order specification and reported issue. An accepted request may result in repair, replacement, exchange, store credit or refund, as appropriate and consistent with applicable law.

Approved refunds are returned through the original payment method where practical, or another agreed method where necessary. They are normally initiated within [REFUND PROCESSING TIME] after approval and receipt or inspection of the product. A bank or payment provider may require additional time to reflect the credit.

Any disclosed non-refundable services, completed installation, collection, transport or delivery charges may be deducted where lawful and where the return is not due to Urban Home's error or a verified defect.

For an approved damaged, defective or wrong-item claim, Urban Home will arrange repair, replacement, exchange or collection as appropriate. For an approved change-of-mind return, return transport and applicable charges will be [RETURN TRANSPORT TERMS]. Furniture must be protected and available for collection at the agreed time.

A request may be refused if it falls outside the stated window, lacks reasonable evidence, concerns an excluded item, the item has been used or damaged after delivery, instructions were not followed, unauthorized repairs or alterations were made, or inspection does not confirm the reported issue. This does not limit rights available under applicable consumer law.