Widerrufsrecht

Refund & Return Policy — Last updated: May 2026

Overview 

At The Urban Escape, we work with a curated network of trusted third-party suppliers to bring you premium lifestyle products. As our products are fulfilled directly by these suppliers, return instructions and destinations may vary by order. This policy outlines our general terms; any product-specific variations will be communicated to you at the time of your return request.

Your Statutory Rights 

Under the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving any reason. You then have a further 14 days to return the item(s). We honour all statutory rights in full, regardless of supplier-specific terms.

European Economic Area (EEA) Customers 

If you are located in the European Economic Area, you are entitled to a 14-day right of withdrawal under the EU Consumer Rights Directive (2011/83/EU), in addition to our standard 30-day return window. You do not need to provide a reason for cancellation. To exercise this right, contact us within 14 days of receiving your order at info@theurbanescape.co.uk with your order number. You then have a further 14 days to return the item.

General Return Window 

Beyond your statutory rights, we offer a 30-day return window from the date of delivery for most products. Some products sourced from specific suppliers may have different return windows — this will be clearly stated on the product page or communicated at the time of your return request.

Eligibility 

To be eligible for a return, items must be unused, in their original condition, and in original packaging. The following items are non-returnable:

• Perishable goods
• Opened personal care or hygiene products
• Digital or downloadable items
• Items marked as final sale
• Gift cards.

How to Request a Return 

As our products are fulfilled by third-party suppliers, returns are managed on a case-by-case basis. To initiate a return, please email us at info@theurbanescape.co.uk with your order number and reason for return. We will respond within 2 business days with the appropriate return instructions and supplier return address specific to your order. Please do not send items back without first receiving return instructions, as this may result in your return being lost or rejected.

Return Shipping

Return postage is the customer’s responsibility

We recommend a tracked shipping service

We can’t take responsibility for items lost in transit

Please note: Damaged, defective, or incorrect items are handled separately. If your order arrived in this condition, please contact us immediately and we'll arrange the appropriate resolution at no cost to you.

Refunds

Once your return is received and inspected by the supplier, approved refunds are processed to your original payment method within 3–10 business days. Your bank or card provider may take additional time to post the credit.

Exchanges

We do not offer direct exchanges. If you would like a different product, size, or colour, please return your original item for a refund and place a new order. This ensures the fastest turnaround and guarantees availability of your preferred item.

For damaged, defective, or incorrect items, we may offer a replacement at our discretion — please contact us within 7 days of delivery.

Damaged, Defective or Incorrect Items 

If your item arrives damaged, defective, or is not what you ordered, please contact us within 7 days of delivery at info@theurbanescape.co.uk with your order number and clear photos of the issue. We will arrange a replacement or full refund at no cost to you, including return shipping where required.

Order Cancellations 

Orders can be cancelled within 24 hours of placement by emailing info@theurbanescape.co.uk. After this window, your order may already be in processing with our suppliers and cancellation cannot be guaranteed. If cancellation is not possible, you may return the item under this policy once received.

Supplier Variation Clause 

As a curated retailer working with multiple third-party suppliers, specific products may be subject to the return and refund conditions of the originating supplier. In all cases, your statutory rights under the UK Consumer Rights Act 2015 take full precedence and are always upheld.

Contact Us

For any return, refund, or cancellation queries:  info@theurbanescape.co.uk