At Urban Beauty, we understand that sometimes you may change your mind after placing an order. This Cancellation Policy explains your rights and our process for order cancellations in accordance with the UK Consumer Contracts Regulations.

1. Right to Cancel

You have the legal right to cancel your order, in full or in part, within 14 calendar days from the day you receive your goods. This period is known as the “cooling-off period.”

To exercise your right to cancel, please contact us at enquiries@urbanbeaute.co.uk within this 14-day window, quoting your order number and details of the items you wish to cancel.

2. Cancellation Before Dispatch

If your order has not yet been dispatched, we will process your cancellation immediately and issue a full refund, including any delivery charges paid (unless you selected an express delivery option).

3. Cancellation After Dispatch

If your order has already been dispatched or delivered, you must inform us within 14 days of receiving your goods that you wish to cancel. You then have a further 14 days to return the items to us.

All returned goods must be unused, unopened, and in their original packaging. You are responsible for the cost of return shipping unless the items are faulty, damaged, or incorrectly sent.

4. Refund Process

Once we receive and inspect the returned goods, we will issue your refund using the same payment method used for your original purchase.

• Refunds will be processed within 5–7 working days of receiving your returned goods.
• Refunds will include the item cost and standard delivery fees (if applicable), but express or next-day shipping costs are non-refundable.
• We may reduce your refund amount if returned goods are not in a fully resellable condition (e.g., damaged packaging, signs of use).

5. Items Excluded from Cancellation

For hygiene and safety reasons, the following items cannot be cancelled or returned once opened or used:

• Cosmetics and skincare products
• Makeup and beauty tools
• Fragrance and personal care items
• Any item that has been unsealed after delivery

6. Faulty, Damaged or Incorrect Items

If you received a faulty, damaged, or incorrect product, please contact us within 48 hours of delivery at enquiries@urbanbeaute.co.uk with your order number and photographs of the issue. We will arrange a replacement or issue a full refund, including postage costs if applicable.

7. Contact Information

If you wish to cancel your order or need assistance, please contact our support team:

Email: enquiries@urbanbeaute.co.uk

Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (excluding bank holidays)

8. Summary of Your Rights

Your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 are not affected by this policy.

Thank you for shopping with Urban Beauty. We’re committed to providing a smooth and fair shopping experience every step of the way.