Return Exchange Policy

1. Scope of This Policy

This Return  Exchange Policy explains the conditions under which products purchased from this website may be returned or exchanged. It applies only to orders placed directly through this website.

2. Return Period and Eligibility

In accordance with applicable UK consumer protection requirements, customers may request a return within 14 calendar days starting from the date the goods are delivered.

A return request may be accepted if all of the following conditions are met:

• The return request is submitted within 14 calendar days of delivery

• The item is unused, unaltered, and in its original condition

• Original packaging, labels, and accessories (if applicable) are included

Once a return request is approved, the item must be dispatched back within 14 calendar days following the return approval or acknowledgement.

Items that do not meet these conditions or timeframes may not be eligible for return.

3. Non-Returnable Items

Certain products may be excluded from return or exchange due to their nature, hygiene considerations, or regulatory requirements.

Where applicable, such exclusions are clearly indicated on the product page or at checkout.

4. Exchange Requests

Exchange requests must be submitted within the same 14-day return request period.

All exchanges are subject to product availability and inspection results. If a direct exchange is not feasible, an alternative resolution such as a return and refund may be offered in accordance with this policy.

5. Return Request Process

To initiate a return or exchange request, customers must contact us using the communication methods provided on the website and include relevant order information.

Return instructions are provided only after the request has been reviewed and approved.

6. Return Shipping

Unless otherwise stated, customers are responsible for return shipping arrangements and any associated costs.

Returned items must be sent using a trackable shipping method. We are not responsible for items lost or damaged during return transit.

7. Inspection and Review

All returned items are inspected upon receipt.

Approval of a return, exchange, or refund is contingent on the returned item meeting the eligibility conditions and return timeframes outlined in this policy.

8. Refund Handling

Where a return is approved, refunds are processed in accordance with our Refund Policy and issued using the original payment method where applicable.

Once the returned item has been received and approved, refund processing is generally completed within 3–7 business days.
The time required for funds to appear on the original payment method depends on the payment provider and banking processes.

9. Damaged or Incorrect Items

If an item arrives damaged, defective, or materially different from its description, customers should contact us promptly and provide relevant information so the issue can be assessed.

Such cases are handled in accordance with applicable UK consumer protection laws.

10. Consumer Rights

Nothing in this policy limits or affects statutory consumer rights under applicable UK law.

11. Relationship to Other Policies

This Return & Exchange Policy should be read together with our Terms of Service, Refund Policy, and Shipping Policy.

12. Policy Updates

This policy may be updated from time to time to reflect operational or regulatory changes. The version published on the website at the time of purchase applies.

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Contact Information

Address:
718 ORANGEDALE AVE, CHARLOTTESVILLE, VA, 22903-3937, US

Email:
homedesk@urbanwoodhome.com

Customer Service Telephone:
+1 (276) 941-9068

Online Service Hours:
Monday to Friday
09:00 – 12:30 and 14:00 – 18:00 (UK Time)