URBAN CULTURE RETURNS POLICY

We want you to be as in love with your new outfit as we are. So, if something isn’t quite right, we’re happy to offer an exchange within 7 days* in accordance with our Returns Policy:

  • URBAN CULTURE returns may be eligible for a an exchange or a credit
  • Refunds for if the item does not fit, you are not satisfied with the quality or you have simply changed your mind are not available.
  • If the item does not fit, you are not satisfied with the quality or you change your mind, items can be returned for a URBAN CULTURE Credit or an exchange
  • If an item is deemed faulty, URBAN CULTURE will offer to repair, replace or refund the value of item
  • All Return or Exchange Items must be in the original condition with tags attached and meet the criteria of our ‘Return Conditions’
  • Exceptions: We do not accept returns or exchanges on body tops, leggings or headwear for hygiene reasons

URBAN CULTURE reserves the right to reject returns beyond the return period limit, or items which are not in the same condition in which they were received.

NEED TO RETURN A URBAN CULTURE STORE PURCHASE?
  • Store purchases can be returned to your nearest URBAN CULTURE Store only and cannot be returned to our online warehouse
  • Store returns must be made within 7 days of receipt date
NEED TO RETURN AN ONLINE ORDER?
  • Online orders can be returned for free to your nearest URBAN CULTURE Store or by returning the order to our online warehouse.

Online returns must be made of the delivered day

RETURN CONDITIONS

All returns are subject to the following conditions (‘Return Conditions’), except in the case of faulty items which may be returned in accordance with the Faulty item section below.

  • The return must be made within 14 days* of receipt:
    • We will use the tracked delivery date for online purchases as your receipt date
    • original purchase date for in store purchases as per printed receipt
  • You have valid proof of purchase;
  • The items are unworn and in original condition;
  • The items have not been altered, washed, dry cleaned or damaged while with you; and
  • The swing tag and any other applicable packaging is still attached.

URBAN CULTURE reserves the right to reject returns beyond the return period limit, or items which are not in the same condition in which they were received.

FREE IN STORE RETURNS / EXCHANGES:
  • Find your nearest URBAN CULTURE Store here
  • Store Purchases: Show a member of staff your original receipt as proof of purchase
  • Online Orders: Show a member of staff your Order Confirmation email and Delivery Date Confirmation email
  • You will also need to show your original payment method for Card Payments
  • You will be able to exchange the item for another garment, size or colour
REFUND CONDITIONS:
  • There is no limit on the value of exchanges or credit for online orders. So you can opt for a credit or exchange for all or part of your order if you wish.
  • Credits are only available online at the moment
SALE/PROMOTIONAL RETURNS:
  • Refunds for change of mind are not available on sale and promotional items
  • If you change your mind, sale or promotional items can be returned for a URBAN CULTURE Credit or an exchange
  • All Sale Return Items must be in the original condition and meet the criteria of our Return Conditions
  • It is considered a “Sale” Item when:
    • marked at a discounted price
    • purchased during a temporary promotion period(ie VIP Days, One Day sales, discount offers etc); or
    • purchased using an optional coupon or a promotional code
ONLINE EXCHANGES:
  • Online orders can be exchanged for FREE in any of our URBAN CULTURE Stores
  • Exchanges are final can only be made once. There are no refunds, exchanges or credits on an exchanged item.
  • All exchange items must be in the original condition and meet the criteria of our Return Conditions

If you would like to exchange an item online…

  • State the name size and colour of the new item on your return form
  • Include a self-addressed pre-paid satchel with your return or accept that you will be charged $9.99 for delivery in Australia.
  • If you are required to pay an additional amount for an exchange, arrangements will be made to have the difference paid for.
  • Please allow up to 5-7 business days to process an exchange
  • We cannot hold stock or guarantee that the item will still be in stock during this time.

To avoid disappointment and delay, we recommend that you place a new order for the item you require.

Your return will only be processed when we receive the original item back in accordance with our Return Conditions.

ONLINE RETURN TIMES:
  • Please allow up to 2-3 business days for returns to be processed once received at our Online Warehouse (as per your tracking number)
  • You will be notified via email once your return has been successfully processed or rejected
FAULTY ITEMS

If an item is deemed faulty, URBAN CULTURE will offer to repair, replace or refund the value of item.

HOW TO REPORT A FAULTY ITEM
  • Bring your item to the store where your originally purchased the garment
  • If you are unable to attend a store, please send the details of the fault to info@urbanculture.sydney(please include as much detail as possible and pictures of the fault)
  • You must provide a proof of purchase such as a receipt, order confirmation or bank statement

1. ASSESSMENT

  • When URBAN CULTURE receives the item, it will be assessed by a senior team member and the URBAN CULTURE Repairs Department
  • The process of assessment and repair may take up to 3 weeks from when the garment is received by the Repairs Department.
  • Once the repairs team has assessed the garment, you will be notified within the 3 week period if the product is deemed faulty or if more time is required for assessment.

2. OUTCOME

  • If the item is deemed faulty, URBAN CULTURE will offer to repair, replace or refund the value of the item plus delivery charges.
  • If the fault is “major” you can ask for a refund or replacement rather than a repair

A fault is deemed “major” if:

  • Has a problem that would have stopped someone from buying the item if they had known about it;
  • Is unsafe;
  • Is significantly different from the sample or description; or
  • Doesn’t do what URBAN CULTURE said it would, or what you asked for and can’t be easily fixed

If you were informed the items were faulty at the time of purchase, you will not be eligible to process a faulty return.

CONSUMER GUARANTEES

All of our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

This Policy is not intended to replace, limit or exclude any rights available to you under the Australian Consumer Law.

This Policy is to be read in conjunction with our Terms & Conditions and applies to all purchases made in-store and online through our website.

UPDATED: June 2020