1. This policy sets out the returns policy for goods or services purchased through the online store operated by URBANTOKRI.COM.

2. To be eligible for a return, your item must be unused and in the same condition that you received it, and it must be in the original packaging.

3. Some types of goods are exempt from being returned for a refund where they are perishable (e.g. food, flowers, newspapers, magazines, clay dolls) or where they are intimate or sanitary goods (like underwear), or where they are hazardous materials or flammable liquids or gases.

4. Other types of services cannot be returned for a refund, for example where the service begins as soon as you make the payment (e.g. a downloadable software product) or a gift card or gift wrapping service.

5. Under the Consumer Contracts Regulations, if you change your mind about a purchase you have made within 14 working days after the date of delivery, you are entitled to a full refund of the purchase price for the goods or services you wish to return excluding the original postage and packaging charges made. You will not be entitled to a refund of the cost you incur in returning the item to us.

6. All products are currently sold on a Delivered Duty Unpaid (DDU) basis. Delivered Duty Unpaid (DDU) is an international trade term meaning the seller is responsible for ensuring goods arrive safely to a destination; the buyer is responsible for all import duties. If you change your mind whilst the shipment is in transit or decline Customs duty on port of entry, a HOLD will be raised until payment is cleared. In the unlikely event of your declining to cooperate with the laws of the land, the product will be, at our discretion, instructed to be Returned to Owner (RTO) or destroyed. In such instances, you are entitled to a part-refund for the good and services excluding original postage and packaging charges made.

7. If the item you purchased was faulty or did not work properly, or you think the item was not as described in the item description, please contact us first before requesting a refund as we may be able to resolve your problem to your satisfaction. Our standard returns policy entitles you to a full refund of the purchase price excluding postage and packaging charges if the products, goods or services provided are faulty or were not described properly, if raised by email within 14 working days. 

8. Where a product is specifically stated as a non-returnable item and you are not happy with the listed, we may at our discretion initiate a part-refund on the item's purchase price excluding postage and packaging charges.

9. Where you would like to return a physical product you have purchased, please contact us to let us know that you will be returning the item. To obtain a refund for a non-physical product (like a service) please contact us for further information about how this can be done.

10. Once your return is received and inspected we'll contact you to let you know whether your refund will be processed or not, and credit the refund amount back to your original method of payment, within a certain amount of days. A method of payment different to how the item was paid is currently not possible.

11. If you haven't received a refund yet where we have told you we have issued one, please check your bank account or card statement to make sure it hasn't been received and then contact your bank as some banks or card companies take a number of days to credit your account.

12. If an item you bought was purchased with a discount voucher, then we will only refund the amount that you paid (and not the amount the item was listed for).

13. If an item you purchased was in a sale then it may not be eligible for a refund if you have changed your mind. If you are in any doubt please contact us before making the purchase.

14. We reserve the right to exercise the option to choose our return carrier and provider. We will send you return labels and where possible, may even arrange for collection (if available by the carrier). If pickup is not possible, then you accept that the responsibility of dropping the package at the nearest nominated drop-off centre in its original condition is solely yours.