Politique de remboursement
Refund & Return Policy — Last updated: July 2026
Overview
At The Urban Escape, we want you to love everything you bring home. This policy outlines our return and refund terms so you know exactly where you stand — no surprises, no small print.
To start your return process, please visit → Return Form
General Return Window
We want you to love what you receive. If for any reason you're not completely satisfied, we offer a 30-day return window from the date of delivery — giving you plenty of time to make sure your purchase is right for you.
Simply reach out to us within 30 days of receiving your order and we'll guide you through the process. We're here to help.
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.
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). You do not need to provide a reason for cancellation.
Eligibility
To be eligible for a return, Please make sure:
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It's within 30 days of receiving your order
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You have proof of purchase (order confirmation or receipt)
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Your purchase was made on www.theurbanescape.co.uk
The following items are non-returnable:
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Items damaged after delivery due to misuse
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Perishable goods
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Opened personal care or hygiene products
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Items marked as final sale
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Gift cards.
How to Initiate a Return
To request a return, please follow these steps:
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Complete our return form at Return Form or contact us by emailing info@theurbanescape.co.uk with your order number and reason for return — within 30 days of delivery.
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Await confirmation — our team will review your request and respond within 2 business days with further instructions.
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Pack your item securely in its original packaging where possible, ensuring it is unused and in its original condition.
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Ship your return to the address provided in our confirmation email. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.
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Refund processed — once we receive and inspect the item, your refund will be issued to your original payment method within 3–10 business days.
Return Shipping
Please note that return postage costs are the customer's responsibility.
We'd recommend choosing a tracked shipping service — it gives you peace of mind and ensures your return reaches us safely. Unfortunately, we're unable to accept responsibility for parcels lost on their way back to us.
Refunds
Once your return is received and inspected, 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.
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 or by singing in your account. 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.
Contact Us
For any return, refund, or cancellation queries: info@theurbanescape.co.uk