Refund policy
RETURN AND REFUND POLICY
Last updated: 11 August 2026
Thank you for shopping with Urban Horizon.
We want you to be happy with your purchase. If you have any problem with your order, please contact us at info@urbanhorizon.uk and we will do our best to help.
RETURNS AND CANCELLATIONS
If you purchase from Urban Horizon online, you may have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason.
If you wish to cancel your order, please contact us at info@urbanhorizon.uk within 14 days of receiving your order.
After notifying us of your cancellation, you should return the goods within 14 days.
Returned items should be unused and in their original condition and packaging, where reasonably possible.
RETURN SHIPPING COSTS
If you are returning an item because you have changed your mind, you may be responsible for the cost of returning the item, unless applicable law requires otherwise.
If an item is faulty, damaged, incorrect, or not as described, please contact us before returning it. We will provide appropriate assistance and, where required by law, cover the applicable return costs.
FAULTY, DAMAGED OR INCORRECT ITEMS
If your order arrives damaged, defective, or you receive the wrong product, please contact us as soon as possible at info@urbanhorizon.uk.
Please include your order number and, where possible, clear photographs of the item and its packaging.
We will review the issue and, where appropriate, arrange a replacement, repair, or refund in accordance with applicable consumer law.
REFUNDS
Once your return has been received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will normally be issued to the original payment method.
For cancellations under applicable UK consumer law, refunds will be provided within the required legal time frame.
Where required by law, the refund will include the standard delivery charge originally paid. Additional delivery charges for an upgraded delivery service may not be refundable.
SALE ITEMS
Sale and promotional items are subject to the same statutory consumer rights as full-price items.
Where a customer has a legal right to cancel or receive a refund, a sale price does not remove that right.
EXCHANGES
If you would like a different size, color, or product, please contact us at info@urbanhorizon.uk.
Depending on the circumstances, we may ask you to return the original item and place a new order for the replacement item.
MADE-TO-ORDER AND PERSONALIZED PRODUCTS
Some Urban Horizon products may be made to order.
Where a product has been specifically personalized or made according to a customer's individual specifications, the statutory right to cancel may not apply where an applicable legal exception exists.
This does not affect your legal rights if the product is faulty, damaged, incorrect, or not as described.
GIFT CARDS
Gift cards are generally non-refundable except where a refund is required by applicable law.
CONTACT US
If you have any questions about returns or refunds, please contact us:
Urban Horizon
Email: info@urbanhorizon.uk
Website: https://www.urbanhorizon.uk
Last updated: 11 August 2026
Thank you for shopping with Urban Horizon.
We want you to be happy with your purchase. If you have any problem with your order, please contact us at info@urbanhorizon.uk and we will do our best to help.
RETURNS AND CANCELLATIONS
If you purchase from Urban Horizon online, you may have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason.
If you wish to cancel your order, please contact us at info@urbanhorizon.uk within 14 days of receiving your order.
After notifying us of your cancellation, you should return the goods within 14 days.
Returned items should be unused and in their original condition and packaging, where reasonably possible.
RETURN SHIPPING COSTS
If you are returning an item because you have changed your mind, you may be responsible for the cost of returning the item, unless applicable law requires otherwise.
If an item is faulty, damaged, incorrect, or not as described, please contact us before returning it. We will provide appropriate assistance and, where required by law, cover the applicable return costs.
FAULTY, DAMAGED OR INCORRECT ITEMS
If your order arrives damaged, defective, or you receive the wrong product, please contact us as soon as possible at info@urbanhorizon.uk.
Please include your order number and, where possible, clear photographs of the item and its packaging.
We will review the issue and, where appropriate, arrange a replacement, repair, or refund in accordance with applicable consumer law.
REFUNDS
Once your return has been received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will normally be issued to the original payment method.
For cancellations under applicable UK consumer law, refunds will be provided within the required legal time frame.
Where required by law, the refund will include the standard delivery charge originally paid. Additional delivery charges for an upgraded delivery service may not be refundable.
SALE ITEMS
Sale and promotional items are subject to the same statutory consumer rights as full-price items.
Where a customer has a legal right to cancel or receive a refund, a sale price does not remove that right.
EXCHANGES
If you would like a different size, color, or product, please contact us at info@urbanhorizon.uk.
Depending on the circumstances, we may ask you to return the original item and place a new order for the replacement item.
MADE-TO-ORDER AND PERSONALIZED PRODUCTS
Some Urban Horizon products may be made to order.
Where a product has been specifically personalized or made according to a customer's individual specifications, the statutory right to cancel may not apply where an applicable legal exception exists.
This does not affect your legal rights if the product is faulty, damaged, incorrect, or not as described.
GIFT CARDS
Gift cards are generally non-refundable except where a refund is required by applicable law.
CONTACT US
If you have any questions about returns or refunds, please contact us:
Urban Horizon
Email: info@urbanhorizon.uk
Website: https://www.urbanhorizon.uk