Urban Ground Returns
What is your returns policy?
We hope that you love your purchase, but understand that sometimes things just aren’t quite right. Our returns policy means you have 14 days from receipt of the product to let us know you want to return an item, and a further 14 days to return the product directly to the local brand for a refund, subject to the exclusions outlined in section 1.
This policy forms part of the Urban Ground Terms and Conditions and words defined in the Terms and Conditions have the same meaning in this policy unless the context indicates otherwise. Nothing in this policy is intended to limit your statutory rights in any way.
I would like to return my product to the local brand, what do I need to do?
For now please email us at returns@weareurbanground.com stating your order number and reason for return and we will get right back to you with next steps. (This function will soon be available through the app with the next update – but please bare with us while we find our feet.)
Upon receipt of the returned product, we will be notified by the brand responsible to refund your payment by the original payment method. You should receive your refund within 3-5 working days of the brand notifying us. We will contact you if there is an issue with your return.
Have you received my returns?
As soon as your returned products have been received by the local brand, we will be notified of the return. We will then contact you by email to let you know that your return has been received and your refund has been processed. Please allow 3-5 working days for the refund to be processed by your payment provider.
Return Shipping Refunds
If your product is damaged, faulty, or you have received an incorrect product, Urban Ground will cover the cost of return shipping if you are asked to return it back to the local brand. However, this must be reported using our Returns form (which will be sent to you on receipt of your returns email) and the Support team will assist from there. Faulty items must be returned in their original packaging.
If you are returning a product for any other reason (e.g. it is different to expected, you don’t like it or doesn’t fit), we are unable to cover the cost of return and the delivery amount for return will be deducted from your refund.
When will my refund come through?
Our Support team will always get in touch when a refund is due or has been requested. Once we have confirmed the refund has been processed please allow 3-5 working days for the funds to be received back into your payment account.
If you return a defective product to us, but you fail to return all of the accessories that were sold with that product, we are entitled (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and only to credit or refund you in respect of the returned item.
The below are not eligible for a refund, exchange or credit:
- Perishable products such as food, plants, perfumes and toiletries
- Personal products sold with a hygiene seal e.g. earrings, underwear and swimwear
- Personalised products and products made to order
- Any product that has been used, returned without original packaging or tags or is returned in an unsaleable condition. Faulty items must be returned in their original packaging.
- Electronic vouchers
- Books
In general, you can return an unwanted product to the local brand provided:
- It is undamaged and unused, with the original labels and stickers still attached;
- It is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
- It is not missing any accessories or parts;
- It is not listed in Products not eligible for return in section 1; and
- You log a return with us within 14 days (or 7 days for products marked “Clearance”) of delivery to you or collection by you of the unwanted product. After 14 days (or 7 days for products marked “Clearance”).
Our courier is entitled to refuse collection of a product that is not properly packaged for transport.
If you wish to exchange a product, please return your item by following the standard returns procedure and place a new order for your replacement item through Urban Ground.
If we accidentally deliver the wrong product to you or if the product is not as described on the product page (or if it is missing any accessories), please notify us and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 8 days of the return (or refund you if that is your preference).
Should a product be damaged at the time of delivery / collection, please notify us of such delivery / collection by logging a return with us.
We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, repair / replace the product as soon as possible (if such repair / replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference). Credits and refunds are normally handled within 8 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Repairs and replacements could take longer, depending on parts / replacement availability.
We do our best to ensure that the products we deliver to you are of a high quality and without defects.
What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.
The following will NOT be regarded as defects and will not entitle you to a return under this section
- faults resulting from normal wear and tear;
- damage arising from negligence, user abuse or incorrect usage of the product;
- damage arising from electrical surges or sea air corrosion;
- damage arising from a failure to adequately care for the product;
- damage arising from unauthorised alterations to the product; and
- where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.
There are two types of Coupons:
- A Coupon with a fixed amount of a discount, e.g. R100 off (“Fixed Coupon”), and
- A Coupon with a percentage discount, e.g. 10% off (“Percentage Coupon”).
Where you have used a Fixed or Percentage Coupon to pay for an order, and you or Urban Ground later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with this Policy, the value of the Fixed / Permanent Coupon will be deducted from the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference).
Fixed Coupons:
In addition for Fixed Coupons, you will be provided with a replacement Fixed Coupon of the same value as the original Fixed Coupon used – which can be used for your next purchase.
Percentage Coupon:
In addition for Percentage Coupons, you will be provided with a replacement Percentage Coupon of the same discount percentage as the original Percentage Coupon used – which can be applied on your next purchase.
Urban Ground may, in their sole discretion, impose restrictions on the use of the replacement Fixed or Percentage Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference). Coupons are not refundable, other than in the manner of replacement, as disclosed above.