Refund policy

We want you to enjoy your Urban Good purchase. If you need to return something or there is a problem with your order, email shop@urbangood.org.

This policy applies to consumer purchases from our online shop and does not limit your statutory rights.

Changing your mind

You can cancel your order without giving a reason, from the time you place it until 14 days after the day you receive the goods.

If goods from one order arrive separately, the cancellation period ends 14 days after the day you receive the last item.

Tell us clearly that you wish to cancel. Email is the easiest way, but you may also write to our returns address or contact us using the details in our Terms of Service. You can use the optional form below, but you do not have to.

Please include your name and order number, if available, so we can identify the purchase. You do not need our approval to exercise your cancellation right.

Once you have told us, send the goods back without unnecessary delay and within a further 14 days. These cancellation and return periods are calendar days.

We do not offer an additional change-of-mind returns period beyond your statutory entitlement.

Where to send returns

Urban Good RETURNS
18–22 Ashwin Street
London
E8 3DL
United Kingdom

Please include enough information for us to identify your order and keep proof of postage.

Return postage

If you change your mind, you are responsible for the direct cost of returning the goods. Our subsidised outgoing postage rates do not apply to return postage.

If goods are faulty, damaged on arrival or incorrect, contact us so we can arrange or agree a suitable return method. We will cover the reasonable return costs in those circumstances.

Looking after maps and prints

You may inspect your purchase as you reasonably would in a shop, including carefully opening the packaging and examining the map or print.

Please handle large maps and prints carefully. Avoid marks, tears, moisture, adhesive or new creases, and do not fold a map supplied flat or rolled. Use the original protective packaging where possible, or suitable equivalent packaging.

Original packaging is not an absolute condition of cancellation. However, if handling beyond what is necessary to inspect the goods reduces their value, we may deduct that actual reduction from your refund where the law allows. We will explain any deduction.

We do not charge cancellation, handling or restocking fees.

Refunds after cancellation

We will refund the amount paid for the returned goods, subject only to any lawful deduction described above.

If you cancel the whole order, we will also refund the outgoing shipping charge you paid: either £1.50 subsidised shipping or £2.75 standard shipping. We will not deduct the additional postage costs that Urban Good covered.

Refunds will be made without unnecessary delay and no later than 14 days after we receive the returned goods or receive evidence that you sent them back, whichever happens first.

If there are no goods to return, we will refund you within 14 days of being informed of your cancellation.

We will use your original payment method unless you expressly agree otherwise, and you will not incur a refund fee.

Faulty, damaged or incorrect goods

Contact shop@urbangood.org if an item arrives damaged, is faulty or does not match your order or its description. Your order number and photographs can help us investigate, but photographs are not a condition of your legal rights.

You normally have a 30-day right to reject goods that fail to meet the required standards and receive a refund. After that, your rights may include repair or replacement, followed in appropriate circumstances by a price reduction or refund.

These rights are separate from the 14-day change-of-mind cancellation period. A fault does not have to be reported within that cancellation period.

Where you are entitled to reject faulty goods, we will refund the sums legally due, including applicable delivery charges, and cover reasonable return costs. A refund for rejected faulty goods will be made without unnecessary delay and within 14 days of us agreeing that you are entitled to it.

Pre-orders

You may cancel a pre-order before dispatch for a full refund. Once delivered, the usual cancellation and faulty-goods rights apply.

Optional cancellation form

Complete and return this form only if you wish to cancel your contract.

To: Urban Good Community Interest Company, Urban Good RETURNS, 18–22 Ashwin Street, London, E8 3DL; shop@urbangood.org

I/We () hereby give notice that I/We () cancel my/our () contract of sale of the following goods ()/for the supply of the following service (*):

Ordered on ()/received on ():

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) — only if this form is notified on paper:

Date:

(*) Delete as appropriate.