At Urban Beauty we want you to love every product you order. This page explains our exact return windows, how to request a return, and the conditions that apply.

Exact return windows (please read carefully)

• Return request window (all returns & faults): You must notify us within 48 hours (2 days) of receiving your parcel to request a return authorisation or to report a faulty/damaged/incorrect item.
• Return shipping window: Once you receive your Return Authorisation Number (RAN), you must post the return within 7 calendar days of receiving the RAN.
• Cancellation (change of mind): You may cancel your order under UK Distance Selling Regulations within 14 days of delivery. Goods must be returned in accordance with the returned goods requirements below.

How to request a return

1. Email us within 48 hours of delivery at: enquiries@urbanbeaute.co.uk (replace with your support address). Include:
   • Your order number
   • The product name(s) you want to return
   • The reason for return and photos if the item is faulty/damaged
2. We will respond with a Return Authorisation Number (RAN), the return address, and further instructions.
3. Mark the RAN clearly on the parcel and post the item within 7 days of receiving the RAN.

Returned goods requirements

To be eligible for a refund or replacement, items must meet all of the following:

• Be unused, unopened, and in their original packaging with seals and hygiene stickers intact.
• Include the original invoice/packing slip inside the parcel.
• Be posted using a traceable delivery service (e.g. Royal Mail Recorded / Special Delivery). Keep proof of postage.

Non-returnable items

For hygiene and safety reasons we cannot accept returns of:

• Opened or used cosmetics, skincare, or personal care products
• Makeup brushes, sponges, or beauty tools that show signs of use
• Fragrances where the seal has been broken
• Items marked as final sale or clearance where noted

Faulty, damaged, or incorrect items

If your item is faulty, damaged in transit, or we have sent the incorrect product, please:

1. Report the issue within 48 hours of delivery by emailing enquiries@urbanbeaute.co.uk with your order number and clear photos showing the fault or damage.
2. We will assess the claim and, if approved, offer a replacement (subject to stock), a refund, or a store credit.
3. If a return is required, we will provide the return address and will reimburse the return postage cost where the fault/error is our responsibility.

Refunds

Once we receive and inspect your return:

• You will receive an email confirming receipt and the outcome of the inspection.
• If approved, refunds are issued to the original payment method within 5–10 working days (depending on your payment provider).
• Refunds cover the cost of the product only. Original shipping charges and return postage are not refundable unless the return is due to our error.

Cancellations (change of mind)

You have the right to cancel your purchase under the UK Distance Selling Regulations within 14 days of delivery. To cancel:

1. Email enquiries@urbanbeaute.co.uk with your order number and cancellation request.
2. Return the goods in unopened, unused, and resellable condition following the returns process above (you must notify within 48 hours to begin the returns process).
3. Refunds will be issued for the product cost only once the returned goods are received and inspected.

Responsibility & liability

Items are your responsibility until they reach us. Always use a traceable service and keep proof of postage. We cannot accept liability for items lost in transit. Our liability is limited to the value of the purchased goods.

Contact & returns address

If you have any questions or need to start a return, please contact our customer care team:

• Email: enquiries@urbanbeaute.co.uk (replace with your support email)
• Returns address: Replace this line with your official returns address before publishing
• Working hours: Monday–Friday, 9:00 AM – 5:00 PM

Quick summary of exact windows: Notify us within 48 hours of delivery to request a return. Post the return within 7 days of receiving your RAN. Cancellation for change of mind: within 14 days of delivery.