Refund policy

At Urban Bundle, we want you to be happy with your purchase. If there is an issue with your order, please contact us and we will do our best to resolve it fairly and promptly.

This Refund & Returns Policy applies to purchases made through https://urbanbundle.com.au/.

1. Australian Consumer Law

Our Refund & Returns Policy does not limit or exclude your rights under the Australian Consumer Law (ACL).

If a product is faulty, damaged, unsafe, not fit for its intended purpose, or does not match its description, you may be entitled to a repair, replacement, refund, or other remedy depending on the circumstances.

Nothing in this policy is intended to remove or restrict any consumer guarantee or other right that cannot legally be excluded under Australian law.

2. Change-of-Mind Returns

If you change your mind about a purchase, we may accept a return at our discretion, provided that:

• You contact us within 14 days of receiving your order.

• The product is unused and in its original condition.

• The product is in its original, undamaged packaging where applicable.

• The product has not been washed, used, altered, or damaged.

• The product is not otherwise excluded from our change-of-mind returns.

Unless required by Australian Consumer Law, return postage costs for change-of-mind returns are the customer's responsibility.

We recommend using a tracked shipping service when returning an item, as Urban Bundle cannot be responsible for items lost while being returned.

3. Faulty, Damaged, or Incorrect Products

If your product arrives damaged, defective, faulty, or different from what you ordered, please contact us as soon as reasonably possible.

Please provide:

• Your order number

• Your name and contact details

• A description of the problem

• Photographs or videos showing the issue, where appropriate

We may request additional information to assess the issue.

Depending on the circumstances and your rights under Australian Consumer Law, we may offer a:

• Replacement

• Repair, where applicable

• Refund

• Partial refund

• Other appropriate remedy

If the product is confirmed to be faulty, damaged, or incorrectly supplied, Urban Bundle will generally cover reasonable return shipping costs where required by law.

4. Products Damaged During Delivery

If your order arrives damaged, please contact us as soon as possible after delivery.

Please provide photographs of:

• The damaged product

• The product packaging

• The shipping label

• Any visible damage to the parcel

This information may help us investigate the matter with the delivery provider and arrange an appropriate solution.

5. Incorrect or Missing Items

If you receive an incorrect item or an item is missing from your order, please contact us as soon as possible.

We will investigate the order and, where appropriate, arrange for the correct item to be sent or provide another appropriate remedy.

6. Items That Cannot Be Returned for Change of Mind

For health, hygiene, safety, and product-quality reasons, certain products may not be eligible for change-of-mind returns once opened or used.

This may include pet products that have been:

• Used by a pet

• Washed or cleaned

• Opened where hygiene or health considerations apply

• Damaged after delivery due to use

• Modified or altered

This does not affect your rights under Australian Consumer Law if the product is faulty, defective, unsafe, not fit for purpose, or otherwise covered by a consumer guarantee.

7. Refunds

Once an approved refund is processed, the refund will generally be made using the original payment method where practicable.

The time it takes for the refund to appear in your account may depend on your bank, card issuer, or payment provider.

We will not charge a restocking fee where doing so would be inconsistent with your rights under Australian Consumer Law.

8. Return Process

To request a return or refund, please contact Urban Bundle through the contact details provided on our Website.

Please include:

Order number:
Name:
Email address:
Product:
Reason for return:
Photographs/videos: If applicable

Please do not send products back without first contacting us, as we may need to provide return instructions.

9. Return Shipping

For change-of-mind returns, the customer is generally responsible for return shipping costs unless otherwise agreed by Urban Bundle.

Where a product is faulty, damaged, incorrectly supplied, or otherwise covered by a consumer guarantee requiring a remedy, Urban Bundle will provide the appropriate remedy and cover reasonable return costs where required by law.

10. Exchanges

If you would like to exchange an item because you selected the wrong size, colour, or product, please contact us.

Exchanges for change-of-mind reasons may be offered at our discretion and are subject to product availability and the conditions in this policy.

Where a product is faulty or does not comply with Australian Consumer Law, your legal rights will apply.

11. Sale and Promotional Items

Sale and promotional items may be eligible for return or refund where required under Australian Consumer Law.

A discounted price does not remove your consumer rights if the product is faulty, defective, unsafe, or otherwise fails to meet applicable consumer guarantees.

12. Refunds for Undelivered or Lost Orders

If your order does not arrive or is confirmed as lost in transit, please contact us.

We will investigate the delivery status with the relevant delivery provider and determine the appropriate resolution in accordance with applicable law and the circumstances of the order.

13. Order Cancellations

If you wish to cancel an order, contact us as soon as possible after placing the order.

We will try to accommodate cancellation requests before the order has been processed or dispatched. Once an order has been dispatched, cancellation may no longer be possible and the return process may apply.

14. Contact Us

If you have any questions about returns, refunds, exchanges, or damaged products, please contact Urban Bundle through the contact information provided on our Website.

Business: Urban Bundle
Website: https://urbanbundle.com.au/

We aim to handle all refund and return requests fairly and in accordance with applicable Australian consumer protection laws.

15. Policy Updates

Urban Bundle may update this Refund & Returns Policy from time to time.

Any changes will be published on this page, together with an updated "Last updated" date.