Return and Refund Policy

Last updated: 17 October 2026

At Urban Face UK, we want you to be satisfied with your purchase. If you change your mind or experience a problem with an item, please review our return and refund policy below.

This policy applies to purchases made through our website and is intended to operate in accordance with applicable UK consumer protection laws. Nothing in this policy affects your statutory rights.

1. Your Right to Cancel an Online Order

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, eligible customers generally have the right to cancel an online purchase within 14 days of receiving their goods, without giving a reason.

If your order contains multiple items delivered separately, the 14-day cancellation period generally begins on the day you receive the final item.

To exercise your right to cancel, you must notify us within the applicable 14-day period. You may contact us using the details provided in the Contact Information section below.

After notifying us of your cancellation, you have a further 14 days to return the goods to us.

2. Conditions for Change-of-Mind Returns

If you are returning an item because you have changed your mind, please:

• Notify us of your decision to cancel within the applicable cancellation period.

• Return the item within 14 days after notifying us.

• Take reasonable care of the item while it is in your possession.

• Include any accessories, parts and other items supplied with the product, where applicable.

You may handle and inspect goods as you would reasonably be permitted to do in a physical shop. However, we may be entitled to deduct an amount from your refund if the handling has reduced the value of the goods beyond what is necessary to establish their nature, characteristics and functioning.

Certain goods may be exempt from the statutory cancellation right where the relevant legal conditions apply. Examples can include personalised or custom-made goods, sealed goods unsuitable for return for health protection or hygiene reasons once unsealed, and certain sealed audio, video or software products once unsealed.

Any applicable exemption will be assessed in accordance with the law.

3. How to Request a Return

To start a return, please contact us with the following information:

• Your order number.

• The name of the item you wish to return.

• The reason for the return, if you wish to provide one.

• Your preferred contact details.

Email: support@urbanfaceuk.com

Telephone: +44 7460388581

Business address: 19 High St, Sheringham, NR26 8JP, United Kingdom

Please wait for our return instructions before sending your item, so that we can help ensure it reaches the correct return destination.

Return postage: For change-of-mind returns, customers are responsible for the direct cost of returning goods only where this requirement was disclosed before purchase. If the item is faulty, damaged, incorrect or not as described, please contact us for assistance. Your statutory rights will not be affected by this provision.

4. Refunds for Cancelled Orders

When you exercise your statutory right to cancel an eligible online order, we will refund the payments covered by the cancellation rules, including the cost of standard outbound delivery where required by law.

If you selected a more expensive delivery option than our least expensive standard delivery option, we are not required to refund the additional delivery cost where the law permits this exclusion.

We will generally issue the refund without undue delay and no later than 14 days after we are informed of your decision to cancel. However, where goods have been supplied, we may withhold the refund until we receive the returned goods or you provide evidence that you have sent them back, whichever occurs first.

Refunds will normally be made using the original payment method unless you expressly agree otherwise. We will not charge a fee for processing a refund.

Your payment provider may take additional time to display the refunded amount in your account.

5. Faulty, Damaged, Incorrect or Misdescribed Items

If an item arrives damaged, is faulty, is not as described, or is otherwise not in conformity with your contract, please contact us as soon as reasonably possible at support@urbanfaceuk.com.

Please include your order number and a description of the issue. Photographs may help us assess the problem, where appropriate, but they are not a condition for exercising a statutory right.

Depending on the circumstances and your legal rights, you may be entitled to a repair, replacement, price reduction or refund.

Under the Consumer Rights Act 2015, consumers generally have a 30-day short-term right to reject faulty goods for a refund, subject to the applicable legal rules. After that period, other statutory remedies may apply, including repair or replacement and, where the legal conditions are met, a price reduction or final right to reject.

We will assess the issue and explain the available options in accordance with applicable law. Where you are entitled to return faulty or misdescribed goods, we will not require you to bear return costs that the law requires us to cover.

Nothing in this policy limits or excludes your statutory consumer rights.

6. Sale Items and Promotional Products

Items purchased during sales, promotions or special offers are subject to the same applicable statutory consumer protections as other products.

Sale items are not automatically excluded from returns or refunds. If a sale item is faulty, damaged, incorrect or not as described, your statutory rights remain applicable.

For change-of-mind returns, the same cancellation rules apply to eligible sale items purchased online unless a specific legal exemption applies.

7. Exchanges

If you would like a different size, colour or product, please contact us at support@urbanfaceuk.com.

Exchanges are subject to stock availability and any applicable legal rights. If an exchange is not available, we will explain the options available to you.

8. Orders That Have Not Yet Been Dispatched

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible with your order number.

We will try to stop the order before dispatch where possible. If it has already been dispatched, you may exercise any applicable statutory cancellation rights in accordance with this policy.

9. Items That Cannot Be Returned Under the Statutory Cancellation Right

The statutory right to cancel does not apply to every type of product. Depending on the circumstances, exemptions may include:

• Goods made to the customer's specifications or clearly personalised.

• Sealed goods unsuitable for return for health protection or hygiene reasons that have been unsealed after delivery.

• Sealed audio or video recordings or sealed computer software that have been unsealed after delivery.

• Other goods or services specifically exempted under applicable law.

These exemptions apply only where the relevant legal requirements are met. They do not remove any rights you may have if g