Unwanted non-faulty goods
We do not accept returns of non-faulty, unwanted goods.
Before checkout you can review and remove items from your basket. If you need product information before purchasing, our team can help.
Contact: cs@urbntrade.co.uk · 0161 401 6140
Faulty or damaged items
- Most orders are despatched on pallets, shrink wrapped with a top covering.
- Note any visible damage on the carrier delivery note while the driver is present.
- If you suspect significant damage, you may refuse the delivery.
- Risk in the goods passes on delivery at the agreed address, or if delivery is not taken at the agreed time.
Reporting windows
| Issue | Tell us within |
|---|---|
| Shortages or picking errors | 5 working days of delivery |
| Damages or faulty items including concealed damage | 14 calendar days of delivery |
Claims raised outside these timeframes may be declined.
How to report an issue
- Email cs@urbntrade.co.uk with your order number, or call 0161 401 6140.
- Attach clear photos of the pallet or packaging and the affected items.
- Confirm item codes, quantities affected, and a brief description of the issue.
- Keep all packaging until we confirm next steps.
Returns and inspection
- We may request a return for inspection and issue a returns authorisation RMA form. Unauthorised returns may be refused.
- Return shipping is initially your responsibility. If liability is accepted, we will reimburse reasonable return costs.
- We aim to inspect returned goods within 3 to 5 working days of receipt and will confirm the outcome by email.
Outcomes and liability
- If liability is accepted, we will arrange replacements or issue a credit or refund for the affected goods and agreed return costs.
- Refunds can take up to 5 working days to appear once processed by your bank.
- Our liability will not exceed the value of the affected goods.
Warranties
Goods are supplied without any additional warranty beyond those implied by law for business to business sales.
Contact and returns address
Email: cs@urbntrade.co.uk
Phone: 0161 401 6140
Returns Dept: UrbnTrade, Arrow Mill, Queensway, Rochdale, OL11 2YW