Refund policy

Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@urbanspecies.co.uk.

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges
If your item arrived defective or damaged, then please send us an email at info@urbanspecies.co.uk. We will then arrange a replacement to be sent out to your address, together with a stamped & addressed envelope in which you will pack the defective item and send it back to us, without paying postage.

We also accept size exchanges, we only ask you to send the item back to our address bellow. Please also include the packing slip that came in with your order, together with a written note with instructions for us. In the case of a size exchange, the return postage is covered by the buyer.

Shipping
To return your product, you should mail your product to:
Urban Species Retail Limited - RETURNS
FAO: Adder/Amy
Unit 3 Clover Park
Clover Field
Hinckley
LE10 1YD

You will be responsible for paying for your own shipping costs for returning your item (exception in the case of an item that arrived faulty or damaged). Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.