Returns

Our Returns Policy

Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 15/08/2017.

It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate.

Your statutory rights

Our Returns Policy does not affect your statutory rights.

For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Cosumer Direct, the Government funded consumer advice service on 08454 04 05 06.

I've changed my mind and would like to return my order, where do I send it? 

We all do it! So of course, we're more than happy to refund unopened/unused items within 14 working days of you receiving the items. Please email us your order number, which you'll find on the receipt in the box, the items you’d like to return and the reason for your return and we will be in touch within 24 hours to arrange. Once we have received your items, we will process your refund back to the original card used to purchase the items.

theshop@urbanmassage.com

I’ve received the wrong item or my item has arrived damaged, what shall I do?

Firstly, we're so sorry that the item you have received is not what you ordered or if there has been some damage in transit, please contact our customer service team by emailing us on theshop@urbanmassage.com so we can check what has happened and resolve the issue as quickly as we can. 

I’ve returned my item; will I receive a refund for the postage I paid?

If we’ve sent you an incorrect item, your item has arrived damaged or have arrived later than expected, we’re more than happy to refund your postage, the refund for the postage will be refunded back to the original card used to purchase the items.

We will not refund the postage for items that you are returning due to them no longer being required.

If you have any other questions on returning your item, please contact us via email theshop@urbanmassage.com