Refund policy
Returns & Refund Policy – Urban Utility Co.
We want you to shop with confidence. If something isn’t right, we’ll do our best to make it right.
Return Eligibility
You may return your item within 14 days of receiving it, provided:
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The item is unused and in original condition
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It’s in its original packaging
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You can provide proof of purchase (order number or confirmation email)
How to Start a Return
To initiate a return:
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Email us at support@urbanutilityco.co.uk with your order number and reason for return
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We’ll send you the correct return address and instructions
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Once your return is received and inspected, we’ll process your refund
Return postage is the responsibility of the customer unless the item is faulty or incorrect.
Refund Processing Time
Refunds are processed within 2–3 weeks once the returned item has been received and approved. Funds are returned to your original payment method.
Damaged or Incorrect Items
If your item arrives damaged, defective, or incorrect:
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Contact us within 7 days of delivery at support@urbanutilityco.co.uk
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Include clear photos and your order number
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We’ll issue a full refund
Where Do Returns Go?
Returns are sent directly to our supplier’s warehouse, not our office. We’ll provide the correct return address after you contact us.
Still need help?
Email us at support@urbanutilityco.co.uk — we aim to respond within 1 business day.