Urban Sales

Payments We accept following payment method:

1. Credit card / Eftpos / Cash on Pick Up
2. Bank deposit/Online banking
3. Paynow / Credit card
4. Ping/ Afterpay

Delivery Timeframes We are partnered with third-party courier companies in New Zealand to deliver all goods via Track and Trace. Items will be delivered during working hours only. The delivery timeframes are usually 2-3 working days to Auckland, 3-5 working days to North Island, 5-10 working days to South Island. However, it can take up to 14 working days for rural or out of the way areas.

Tracking Orders When your order has been processed and shipped, you will receive an email notification from us which will include the shipping details and the tracking number. Once your order has shipped from our warehouse, please directly contact the courier company with any inquiries about the status of your package. We use a third party courier company to ship orders. If you have any questions regarding the status of your shipment, Urban Sales will try our best to help you contact the courier company. However, we have no control over the courier companies' delivery timeframe or outcome. Therefore, the fastest and the best way is you directly contact the courier company with any inquiries about the status of your package. We use these courier companies to ship orders around NZ.

Fliway: 0800 354 929 http://www.fliway.com/ Castle Parcel: 0800 404 303 https://www.castleparcels.co.nz/ Courier Post: 0800 268 743 https://www.courierpost.co.nz/ Parcelport: 09 280 6213 https://parcelport.co.nz/ For any further request, please email our customer service: mailto:customercare@urbansales.co.nz

Change of Delivery Address We can change the delivery address if the order is not yet shipped. If an order has been shipped already, then we are unable to redirect the package to a different address and it is the customer's responsibility to coordinate with the courier company.

Shipping Delay or Stolen Shipment If there are Shipping Delays, it may take an additional 7-10 business days for delivery. Please note: Shipping delays are completely out of our control, and Urban Sales is not responsible for the delay caused by the NZ courier company. Normally all packages require a signature upon receiving of delivery unless permission or instruction is given by the customer to leave the goods without a signature. We have no control over what happens to your package once the courier delivers it. We do not replace or refund orders that are scanned "delivered" by the courier companies. We are not responsible for lost or stolen packages OR packages delayed in transit.

Non-Refundable Shipping Original shipping fees are non-refundable. Shipping fees cover the services provided by the carrier and will not be refunded if an item is returned for any reason.

Shipping to Rural Areas Please note: All rural freight delivery addresses will attract a Rural Delivery surcharge. Our freight estimates on our website are to the registered freight company depot address, closest to the customer’s delivery address and to most metropolitan addresses. For rural area address, freight companies reserve the right to charge a surcharge where they deem necessary. In case the original shipping fee charged is not sufficient to cover the Rural Delivery Surcharge to deliver to the customer’s provided address, our staff member will contact you by email to let you know the extra fee for the Rural Surcharge needed for the freight company to deliver the package in your provided address.

Oversized Items Any large, unusually-shaped, package over 1500mm, volume over 0.125m3 or heavy parcels over 25kg anywhere in New Zealand will incur an oversize surcharge.

Delivery Point Policy “Delivery Point” means an outside area of the Premises, such as the customer’s front door, or any particular outside area specified by the customer on a particular Product Order Form. If the Premises is a multi-level building, the Delivery Point shall be located on the ground floor of such building. For customers living in the rural area, the delivery point may not be the residence stated. Deliveries will be made to the Delivery Point. If the courier brings the Products inside the Premises, beyond the Delivery Point, at the request of the Customer, the Customer needs to pay the additional fee.

Authority to Leave / Non-Signature Required Delivery For any Authority To Leave (ATL) and (or) non-signature required delivery request, meaning you have agreed that our courier companies will not be liable for any damages or losses to a package left in accordance with the instructions provided.

Highly Fragile Items We are not able to ship any products labelled as “highly fragile” on our website or in marketing materials, such as mirrors and glass tops. You can choose to pick up the products or arrange for your own trusted courier to pick up the item(s) from our Auckland warehouse. Any “highly fragile products” that are authorised by you to be shipped by UrbanSales will be at the customer’s risk and will make all damage claims and warranties void. We are not liable to pay any compensation to you for any loss or damage, or any delay in delivery of products referred to as “highly fragile.”

Warranty & Returns

1. Warranty All products have a 7-Day Right of Exchange or Refund except the following for hygiene reasons: Quilts/Duvets, Pillows, Mattress Protectors, Pet Beds or Mattresses. Please ensure you select these products carefully before purchase. You can return them within 7 days of the date on which you received the product for a full refund, minus shipping costs. All products purchased from UrbanSales are covered by a 12-month warranty against manufacturer defects. Any damage caused by improper use or incorrect care of a product is the sole responsibility of the user. The warranty does not include the replacement of an item due to normal wear and tear.
2. Returns & Exchange Please contact us on how to send an item back to us. All items sent for return must be authorised by our team. We reserve the right to not accept any unauthorised returns. All returns must be accompanied by a 'Return Form’, which will be emailed to you. For all exchanges or refunds within 7 days, the goods must be returned in their original packaging materials, cartons and boxes unless specifically advised, and they must be complete with all parts and accessories, in a resealable and brand new condition, and in their original layout. We reserve the right to reject any returned items which do not meet our return requirements. Goods that have been assembled, used, altered or not in the original packaging will not be accepted for a full refund, under this circumstance, a 20% restocking fee will be applied and this will be deducted from your refund. Goods that have been assembled are only accepted for return subject to inspection. Please hold onto all packaging until the issue is resolved. Our couriers are not able to collect fully or partly assembled products and return them to us. Any product returned to us must be transported in a suitably protective outer packaging and in a manner adequate to withstand the ordinary risks associated with transport. Any loose products will be rejected by our courier companies. For goods to be accepted for a full refund, they must be returned in the original packaging and both the goods and packaging must be in resalable condition. It is the buyer's responsibility to ensure that the return of faulty goods are adequately packaged in order to ensure that they are not damaged during return transit. Unless goods are returned due to an incorrect description or they are faulty or defective on arrival, or damaged in transit (within 30 days of delivery), goods must be returned at the buyer's expense using a registered post. All returned parcels must be sent via registered track and trace post as we cannot be responsible for items which are lost or damaged in the mail on the way back to us.
3. Cancellation For all standard, non-customised orders, your order can be cancelled at no cost to you if cancelled prior to shipping. Once your order has been shipped, a cancelled order will be subject to the same conditions as a returned order. You will incur all freight costs and a restocking fee of 20%. This will be deducted from your refund. For full-customised orders, such as customised kitchens, wardrobes, or fit-outs, the orders cannot be cancelled and are not refundable if the purchase order has been processed with our suppliers.
4. Damaged Items and Claims Acceptance of delivery at your end acknowledges that everything is in order, so please take note of the details below. We want to make sure that when goods are delivered to our valued customers that nothing gets damaged or broken during transit, because that exciting ‘woo-hoo’ of opening up a package can quickly turn into ‘boo-hoo’ when something is not right. So please check the package to ensure that your items inside are OK before signing for the delivery. Please do not accept the package if there are any signs of damage to the packaging which can be an indication of damage within. The courier company will return the package to us. If the product arrives damaged, please send an email within 24 hours of receipt to mailto:customercare@urbansales.co.nz so that we can register your claim. Our customer care support will follow up in the soonest time possible via email where you will fill up the “Damage Form” - https://www.urbansales.co.nz/damage. The following are situations where we cannot accept claims for damage or loss: · If you have signed for the package and not noted the damage with the courier. · If you authorised for the package to be delivered without signature, or unattended delivery. · Claims lodged later than 24 hours after receiving your package(s).

4.1 Minor Fault If the problem can be fixed and is not serious but can be remedied within a reasonable time, we will either repair the goods or replace the goods with items of an identical type. If we cannot repair or replace the goods within a reasonable time, we will provide you with a refund of the purchase price once the goods are returned and assessed.

4.2 Serious Fault A serious fault is where the failure in the goods cannot be repaired, or cannot be repaired within a reasonable time, or where the failure constitutes a ‘failure of substantial character’ as set out by section 21 of the Consumer Guarantees Act. If a failure amounts to a serious fault, you are entitled to return the goods and choose to receive a replacement item or a full refund. Alternatively, you may elect to retain the goods and obtain mutually agreed compensation for the reduction in value of the goods. If you choose a replacement, we will where available provide goods of the same type and similar value to the goods which were returned to us.

For any further request, please email to our customer service.

Company: Urban Sales

Showroom & Warehouse: 32A Patiki Road, Avondale. A

Business hours: Monday to Saturday Friday 10am - 5pm

Phone Number: 09 5709687