Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. From 1st October, returns extended to 31st January for Christmas gifting.

Full-price items are free to return for once (one parcel return), however sale items are subject to a £2.50 processing fee or free to exchange/receive store credit. If a customer would like to return or exchange more than once however there will be a £2.50 processing fee to cover shipment costs.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. If the item has clearly been worn i.e. covered in pet hairs, damaged in any way, a £3 charge will be made to contribute towards reprocessing.

On returning your goods for either exchange or refund, please ensure you include your name, order number and refund/exchange request in the parcel for processing.

To start a return, you can use our returns portal using the first 9 digits of your order number Track my return | Royal Mail Group Ltd

Please allow 14 days for returns and exchanges to be processed. 

You can always contact us for any return question at support@myurbantrail.com

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. In-line with trading standards, MYUT will repair or replace an item if the item is faulty within 6 months of purchase and can present proof of date of purchase.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sample sale items or gift cards.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@myurbantrail.com