Refund policy

Urban Worktops – Returns & Cancellations Policy

Every item we sell is carefully inspected before dispatch. However, on rare occasions, issues may arise. As outlined in the Consumer Rights Act 2015, customers purchasing as private individuals (not as part of a business or trade) have the right to return standard-sized, un-oiled goods.

Your Right to Cancel

In accordance with the Consumer Rights Act 2015, private individuals may cancel their order within 14 calendar days from the day after delivery. (For clarity, Saturdays, Sundays, and Bank Holidays are not classed as working days.)

To cancel an order, a request must be made within this timeframe. We will arrange collection of the entire order and issue a full refund. However, the collection cost must be covered by the customer, except in cases where:

  • The goods are faulty,
  • The wrong items were supplied, or
  • The goods were misdescribed.

We are not obligated to offer a collection service, and collection fees cannot be waived under any circumstances. A collection charge will be confirmed at the time of arrangement. Alternatively, customers may arrange their own transportation and will be responsible for all associated costs. The goods must be fully insured in transit for their total value.

Returns must be agreed in advance, and refunds will be processed within 14 days of notice of cancellation or, where applicable, within 14 days of receiving the returned goods in suitable condition. We reserve the right to deduct an amount from the refund if the value of returned goods has been diminished due to unreasonable handling.

If your goods are faulty, you have 30 days to request a full refund.

Exceptions – Bespoke Items

The right to cancel does not apply to custom-made or bespoke items. Customers cannot cancel or return goods that have been modified by Urban Worktops, including (but not limited to) services carried out as part of our fabrication process. Please refer to our fabrication service terms for more details.

The cancellation policy outlined above applies only to consumers. Business or trade customers do not have the right to cancel.

Faulty or Defective Items

Whether you are a consumer or a business customer, we will exchange or repair faulty items if we are notified within two working days of discovering the defect. You must also take all reasonable steps to prevent further deterioration.

We will not be liable for defects caused by:

  • Fair wear and tear,
  • Accidental damage,
  • Misuse,
  • Failure to follow installation or aftercare instructions, or
  • Negligence by you or your installer.

For further details on faults, defects, and our liability, please refer to the ‘Important Information’ and ‘Our Liability’ sections of our terms and conditions.

Return Requirements

All returns must be carefully repackaged in their original packaging. For example:

  • Shrink-wrapped and factory-packaged worktops must be returned unopened.

For information on returning damaged goods, please see our Delivery Details page.

How to Cancel Your Order

To cancel your order, please use the Model Cancellation Form below and ensure that all details are correctly filled in.

MODEL CANCELLATION FORM

To: Urban Worktops Returns Department
[Company Address]

Fax: [Company Fax]
Email: [Company Email]

[I / We]* hereby give notice that [I / We]* cancel [my / our contract]* for the [sale of the following goods / supply of the following service], ordered on [Insert Order Date Here].

[Name of consumer(s)]
[Order Number]
[Address of consumer(s)]
[Signature of consumer(s)]
[Date]

This version is rewritten clearly and professionally, ensuring legal accuracy while replacing Worktop Express with Urban Worktops. Let me know if you’d like any further changes!