Refund policy
1. Your statutory rights
As a consumer, you have legal rights in relation to goods that are faulty, not as described, not of satisfactory quality, unfit for their intended purpose or otherwise do not conform to the contract.
You may also have a statutory cancellation right for qualifying online purchases. This policy explains both those statutory rights and Urban Grow's additional voluntary 30-day returns policy.
Nothing in this policy removes or restricts a legal right that cannot lawfully be excluded.
2. How to cancel under statutory rights
For most standard goods purchased online, you can normally cancel within 14 days beginning on the day after you, or a person you nominate, receives the goods.
Where an order consists of multiple goods delivered on different days, the cancellation period normally runs from the day after you, or a person you nominate, receives the last of those goods.
To cancel, you must clearly communicate your decision to Urban Grow. You can email sales@urbangrow.co.uk or contact us using the details at the end of this policy.
You do not need to provide a reason when exercising the statutory cancellation right, although you may do so if you wish.
Simply refusing a delivery does not by itself amount to valid cancellation. If you refuse delivery, you should separately tell us clearly that you are exercising your statutory cancellation right.
You may exercise your statutory cancellation right before your order has been dispatched by clearly communicating your decision to us. If your order has already been dispatched, please follow the process set out in Section 3 or contact us as soon as possible so that we can advise you of the available return arrangements.
3. Returning goods after statutory cancellation
After communicating a valid cancellation, you must normally return the goods without undue delay and, in any event, within 14 days of communicating your cancellation.
Unless the goods are faulty, incorrect, damaged before risk passed to you, or another legal rule requires us to pay the return cost, you are normally responsible for the direct cost of returning goods under the statutory cancellation right where we have informed you before you placed your order that you would be responsible for those costs.
For large, heavy or palletised goods, return costs can be significant. Where you ask us to arrange collection, we may provide a collection quotation or arrange collection and explain the applicable cost before proceeding where the law permits.
4. Condition of goods
You may handle goods only to the extent reasonably necessary to establish their nature, characteristics and functioning when exercising statutory cancellation rights.
If you handle goods beyond what is reasonably necessary and this causes diminished value, we may be entitled to deduct the corresponding amount from your refund, subject to the law.
This does not permit deductions for ordinary examination of the product or for defects for which Urban Grow is responsible.
5. Original packaging
We recommend retaining original packaging until you are satisfied with the product.
Where a statutory cancellation applies, lack of original packaging does not automatically remove your cancellation rights.
For our voluntary 30-day returns policy, we may require products to be returned suitably packaged and protected for transit because that policy is additional to your statutory rights.
For palletised deliveries, please also refer to our Shipping Policy regarding pallets and delivery packaging.
6. Products which cannot be cancelled
Certain goods are excluded from the statutory cancellation right. This can include genuinely bespoke or personalised goods made to the consumer's specifications or clearly personalised, subject to the precise legal requirements.
A product is not automatically excluded simply because it was ordered from a supplier or manufactured after you placed an order.
Where we believe a statutory exception applies, we will identify this before you place the order where required.
7. Additional 30-day returns
Urban Grow may offer a voluntary 30-day return facility for eligible standard, non-faulty products.
This is an additional commercial policy and does not replace or restrict statutory cancellation or faulty-goods rights.
To qualify, the product must be eligible under this policy, unused or in a condition suitable for resale, and returned safely and appropriately packaged.
We may refuse a voluntary return where the product is excluded under section 8 or has been damaged, altered, installed or otherwise made unsuitable for resale.
8. Exclusions from additional 30-day policy
The voluntary 30-day policy does not normally apply to:
· genuinely bespoke, custom-size or personalised products;
· products made specifically to individual specifications where the statutory cancellation exception applies;
· products which have been installed, assembled, modified or used beyond what is reasonably necessary to inspect them;
· products damaged by the customer after delivery;
· products which are incomplete or missing essential components;
· products expressly identified as excluded from the voluntary policy before purchase.
9. Restocking / handling charge
Where an eligible non-faulty standard product with an original product value over £150 is returned under our voluntary 30-day policy, we may deduct a 15% handling/restocking charge from the refund.
This charge applies only to the voluntary 30-day policy. It does not apply to statutory cancellation, faulty or non-conforming goods, goods damaged before risk passed to you, incorrect goods, or any situation where the law requires a full refund.
The charge is intended to reflect reasonable costs of receiving, inspecting, handling, repackaging, administration and preparing the product for resale. It is not intended to operate as a penalty.
10. Delivery charges
Where you exercise a statutory cancellation right, we will normally refund the standard delivery charge paid for the original delivery. If you selected a more expensive delivery service than the least expensive standard option offered by us, we are generally only required to refund the cost of the least expensive standard delivery option.
Where a voluntary 30-day return is used, original delivery charges may be non-refundable unless we agree otherwise.
Where a return is required because goods are faulty, incorrect or otherwise do not conform to the contract, we will deal with delivery and return costs in accordance with your statutory rights.
11. Refunds after statutory cancellation
Where you validly exercise a statutory cancellation right, we will refund qualifying payments within the period required by law, normally within 14 days of the relevant statutory trigger.
We may withhold the refund until we have received the goods back or you have supplied evidence that they have been returned, whichever occurs first, where the law permits.
Refunds will normally be made using the original payment method.
12. Refunds after additional return
Refunds under the voluntary 30-day policy will be processed after the returned goods have been received and inspected.
Any applicable handling/restocking charge, agreed collection charge or other lawful deduction will be explained in accordance with this policy.
13. Faulty, damaged or incorrect goods
If you receive goods which are faulty, damaged before risk passed to you, not as described, not of satisfactory quality, unfit for purpose or otherwise do not conform to the contract, contact us promptly.
We may ask for photographs, video or other reasonable information to help diagnose the issue and may arrange inspection where necessary.
Depending on the circumstances, your statutory remedies may include a short-term right to reject, repair, replacement, price reduction or final rejection/refund.
Where repair or replacement is the appropriate remedy, it must be carried out within a reasonable time and without significant inconvenience to you, and Urban Grow will bear the necessary costs.
If repair or replacement is impossible, disproportionate, not provided within a reasonable time, causes significant inconvenience, or the relevant legal conditions for price reduction or rejection are met, the remedies available will be determined by law.
We will not impose a restocking charge on a statutory faulty-goods claim.
14. Short-term right to reject
For qualifying faults or other lack of conformity, consumers normally have a statutory short-term right to reject goods within 30 days of the relevant date, subject to the specific rules and exceptions under the Consumer Rights Act 2015.
If you believe you are exercising this right, tell us clearly and provide your order details. We will assess the claim in accordance with the Consumer Rights Act 2015 and other applicable law.
15. Products damaged after delivery
If goods are damaged after risk has passed to you, this may affect your rights to a remedy for that damage.
However, damage caused after delivery does not affect your rights concerning an independent defect or non-conformity which existed when risk passed to you.
16. Corten steel
Corten weathering steel is designed to change appearance as it develops a protective patina.
The weathering process may involve grey, metallic, dark, orange and rust-coloured stages. The rate and final appearance vary depending on rainfall, humidity, temperature, exposure, orientation and location.
Initial rust residue or run-off can occur and may stain adjacent paving, stone, concrete, render, timber or other surfaces.
Where applicable, a product may require cleaning, preparation or removal of a manufacturing surface layer before weathering develops as intended. Any specific preparation requirements should be stated in the product information.
These natural characteristics are not defects by themselves, but statutory rights remain where the product is genuinely faulty or otherwise fails to conform to the contract.
17. Water tables and water features
Water tables and water features must be installed on a suitable, stable and level surface and operated in accordance with the supplied instructions.
Where electrical pumps, lights, adapters or other components are supplied, they must be used in accordance with the manufacturer's instructions and appropriate outdoor electrical safety requirements.
If you identify a leak, electrical issue or other fault, stop using the affected equipment where appropriate and contact us so that we can investigate.
Do not dismantle, modify or repair electrical components unless this is authorised by the manufacturer or a suitably qualified person.
18. Returns addresses
Do not send goods back without first contacting us where the return is being arranged through Urban Grow. We may need to provide a specific return address or collection arrangement depending on the product.
For larger or palletised products, please contact us before arranging return transport.
19. Large/palletised returns
Large, heavy or palletised products may require specialist transport to return safely.
If you ask Urban Grow to arrange collection, we may provide a collection quotation where available. Any applicable collection charge will be explained to you before collection is arranged, subject to your statutory rights.
If the goods are faulty, incorrect or otherwise non-conforming, we will arrange or reimburse necessary return costs in accordance with your statutory rights.
20. Goods damaged in transit on return
You are responsible for protecting goods adequately where you arrange their return.
If goods are damaged during a return arranged by you, this may affect a voluntary return or any deduction permitted by law, depending on when and how the damage occurred.
This does not affect statutory remedies for faults which existed before the return.
21. Exchanges
We may offer an exchange at our discretion for eligible voluntary returns.
Where goods are faulty or non-conforming, any repair, replacement or other statutory remedy will be dealt with in accordance with applicable law.
22. Gifts
If goods were purchased as a gift, statutory rights normally belong to the person who made the purchase and entered into the contract with Urban Grow.
We may be able to assist the recipient with a return or exchange under our voluntary policy where appropriate.
23. Promotional and sale products
Products sold at a reduced or promotional price have the same statutory consumer rights as products sold at full price.
A sale price does not remove rights relating to faults, misdescription or other non-conformity.
Where a voluntary return is available, the same eligibility requirements and any applicable handling charge may apply unless the promotion states otherwise.
24. Contact
Urban Grow UK Ltd
6 The Stables, Newby Hall, Ripon, North Yorkshire, HG4 5AE
Telephone: 01423 618040
Email: sales@urbangrow.co.uk
When contacting us about a return or fault, please provide your order number and, where relevant, photographs or video of the issue.
25. Legal rights
This policy is intended to operate alongside applicable UK consumer law, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013, as applicable.
If any provision of this policy conflicts with a mandatory consumer right, the mandatory legal right will prevail.