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Returns

Return & Warranty
 
1. Warranty
We offer a 7-day right of exchange or refund on all our products, so you can buy with confidence. We're pretty sure that you'll love all our products. But if not, 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 
Urban Sales offers 7-day money back guarantee change of mind return. The only conditions for the return are as follows:
  • You must return the product to us and you are responsible for arranging the return and all related costs within 7-day
  • The original shipping costs to you are not refunded
  • For hygiene reasons we do not exchange or refund Quilts/Duvets, Pillows, Mattress Protectors, Pet Beds or Mattresses for change of mind. Please ensure you select these products carefully before purchase.
     
3. Damaged or Faulty Items
If you have received a damaged or faulty product, please do email to us at customercare@urbansales.co.nz with following information: 
  • Tax invoice number
  • Name of the product
  • Area/Part/Panel/Hardware affected as per instruction manuals
  • Photos and/or video showing the issue as best you can

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.