Returns and Exchanges
Special order items cannot be returned or exchanged unless faulty.
We do not accept returns or exchanges for change of minds or if you decide your item does not meet your needs. When purchasing from UP online store you are solely responsible for your purchase.
We are not responsible for your choice of item(s) that you order from us. We do not refund gift card purchases.
You must enter your discount codes at the time of Checkout. Unfortunately, we cannot refund if you do not enter at the time of checkout. If you forgot to use your discount code then visit us again and use it on your next purchase.
However, if you have received your product damaged you may be able to request an exchange or a replacement as follows:
- If available and in stock, a direct replacement of the same product you purchased. Note: freight charges may apply if the shipping calculated exceeds $20).
- Replace with an alternative product that is of the same value (Note: freight charges may apply if the shipping calculated exceeds $20).
We will either do the following:
- Provide you with a Credit card refund (note return goods freight costs must be at your own cost)
- Provide you with a direct credit to your chosen account
- Or offer you an Urban Patio gift card to use at a later date.
To be eligible for a refund or exchange you must contact us immediately or within 7 days of receiving your item(s). Please let us know the reason why by emailing us at firstname.lastname@example.org. If you fail to notify us of your claim within 7 days then we will not be able to accept returned item(s) or exchanges or refunds.
We will let you know what you need to do before sending it back. We will ask that you to return your item(s) where possible in its original packaging that it was delivered in, to our National Storage Phillip ParcelPoint, location in Phillip ACT, Crn Shea Street and Athllon Street, Phillip, ACT 2606.
Please visit ParcelPoint. Or contact UP directly at email@example.com to assist you in returning your damaged item.