Returns

• How do I return an item?
• Returning goods purchased on our website to one of our stores
• The item I have received is incorrect
• I want to return a used item which has become damaged/broken item

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How do I return an item?

• If for whatever reason, you are not happy with your purchase, please return it to us within 28 days of receipt in a new and unused condition, with the original packaging and receipts.
• Please fill in the returns form provided or download one here, stating clearly the reason for the return. Please remember to put your order reference number on the returns form if it is not already there.
• We will notify you when we have received the goods and then we will then either replace, or refund the cost of the items.
• We highly recommend that you use a recorded delivery service as we cannot be held responsible for damage or loss of goods in transit. Any faulty goods will be replaced free of charge.
• Our returns address is;
  Urbanrock
  Unit 8, Hamilton Business Park
  Stirling Way
  Borehamwood
  Herts
  WD6 2FR
  Tel: 020 8207 5206 (Open 9.00am to 5.00pm Mon-Fri)
  
• Download our returns form
• Please Note: There are no facilities for customer personal collections at this address. Please do not attempt to collect an order as you will be turned away which may cause offence. There is no shop front or customer service facility available at our warehouse.
• International Returns: On all international deliveries, any returned items will be refunded. You will be notified as soon as the refund has been processed. If would like an exchange, you will need to place a new order.

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Returning goods purchased on our website to one of our stores

• Goods purchased via our website may be swapped or exchanged for different sizes or colours in any of our stores. We suggest that you contact the Store you wish to visit prior to visiting as not all products available via our website are available in all of our stores.
• When visiting the store please make sure your goods are in a new and unused condition, with the original packaging and receipts
• If you wish to return your website purchase for a refund then the item(s) must be returned to our returns address
• Our returns address is;
  Urbanrock
  Unit 8, Hamilton Business Park
  Stirling Way
  Borehamwood
  Herts
  WD6 2FR
  Tel: 020 8207 5206 (Open 9.00am to 5.00pm Mon-Fri)
• We are sorry but we cannot issue refunds for goods purchased from our website at our stores

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The item I have received is incorrect

• Occasionally we can make a mistake, and if for whatever reason you have received the wrong item(s) please return using a signed for delivery service to the returns address above, and we will refund the cost of postage, and send out the correct item(s) immediately.

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I want to return a used item which has become damaged/broken item

• If an item you have bought from us gets damaged or broken and you think this is not due to normal wear and tear you wish to return it to us under warranty
• Please make sure the item is cleaned and hygienic for us to inspect before you return it.
• Please return the item to the returns address above using the returns form provided or download one here stating clearly what the problem is
• As soon as we receive the item we will inspect it and decide whether the damage is covered under warranty.
• If we decide that the damage is a manufacturer defect we will either replace the item from stock or refund your money if the item is no longer in stock.
• In some instances the manufacturer will require us to return the item to them before a replacement or refund is given. If this happens we will inform you immediately and keep you informed on the progress and final decision regarding the item.
• If the item is found to be faulty, any postage charges you have incurred will be refunded and your item exchanged or refunded.