Return + Exchange Policy

Returns & Exchanges

We are committed to providing remarkable customer service & want you to love the products you purchase from us. If you are not satisfied with your product we will happily *exchange the item within 30 days of the shipping date. Prior to your exchange, please contact us with the following information:

1/ Your receipt, original order number & date.
2/ The name it was ordered under.
3/ The product you are exchanging and why.

*Unfortunately there are no exchanges on:

Items without the original sales receipt Sale items or items marked final sale Used items
Custom or special orders

There are no fees, ie: restocking fee, for exchanging an item.

Defective Merchandise

If you receive a defective product we sincerely apologize. All items are carefully inspected before they are shipped out but, as we are human, mistakes can happen. Defective merchandise will be replaced if found to be in non working order upon receipt of the item.

Damaged Item(s)

We make every effort to ensure we ship our items with a responsible courier and your items arrive safe and sound but sometimes a product may be damaged during shipping. If this is the case we sincerely apologize and we will make every effort to replace your item as soon as possible at no cost to you. As we ship our items insured, our insurer requires that damaged items be reported within 24 hours of delivery.

Damage to Parcel Only

If the parcel is significantly damaged, you may refuse delivery of the item. It will then be returned to us. Please contact us immediately if this occurs.

If you receive a parcel with obvious damage to the box or packaging but believe the item inside to be intact, you must make a written note of this with the courier when signing for your package. If no mention is made of external damage, we cannot be responsible for any product damage and are unable to accept a return or issue a refund.

Damage to Contents

If upon opening your parcel you find item(s) to be damaged, do not throw away the original packaging. Please follow the steps below:

Take photos of the damaged item(s) and the parcel.

Please contact us immediately with the name the item was ordered under, the order number and the item{s) that are damaged with their corresponding photos. We will then review the information and decide how {or if} the damaged product should be returned.

We will make arrangements to replace your damaged item(s) at no cost to you or if a replacement is unavailable we will issue a refund.

Upon receipt of the returned goods, Urban Design Co. Ltd. reserves the right to deny any refund if the merchandise is not in selling condition. Urban Design Co. Ltd. is not responsible for returns not received or for products damaged en route to us and not insured. Initial shipping costs and return shipping costs cannot be refunded. To avoid this, please come and visit us in store and we will happily chat about the return, credit or exchange.

Urban Design Co. Ltd.
5532 Manotick Main St.
Manotick, ON
K4M 1A2
P: 613.491.3023