Return Policy

Last updated: October 2025

At Urban Culture Homes, we're committed to delivering quality products and ensuring every customer is completely satisfied. If something isn't right, we'll do our best to make it right.

30-Day Replacement or Refund Guarantee

We offer a 30-day replacement or refund warranty from the date of purchase, under the following conditions:

You may be eligible for a replacement or refund if your item:

  • Arrives damaged or defective
  • Has missing parts or accessories
  • Is significantly different from the description or images on our website

To qualify:

  • The item must be unused, in its original condition and packaging
  • If the item is damaged during return transit due to poor packaging, the buyer may bear the cost
  • For defective, damaged, or incorrect items, please contact us within 48 hours of delivery with clear photos or videos. Our team will arrange a replacement or refund promptly

⚠️ Note: This policy does not cover misuse, accidental damage, normal wear and tear, or water exposure.

Return & Refund Process

1. Request a Return Authorisation (RA#)

Email contact@urbanculturehomes.com.au with:

  • Your order number
  • Reason for return
  • Supporting photos or videos

Once approved, we'll send you a Return Authorisation Number (RA#) and the nearest return address.

2. Return the Item

  • Items must be returned in original packaging and condition
  • Used or customer-damaged products are not eligible for a refund
  • Please use a trackable mail service, as we are not responsible for lost parcels
  • Return shipping costs are the buyer's responsibility and are non-refundable unless otherwise required by law
  • If a refund is approved, return postage may be deducted from the refund amount

3. Refund Timeline

Once your return is received and inspected:

  • We'll notify you of the approval or rejection
  • Approved refunds are issued to your original payment method within 10 business days
  • If you haven't received your refund within 15 business days, please contact us

Partial Refunds (If Applicable)

Partial refunds may be granted if:

  • Parts or accessories are missing
  • The item is returned not in its original condition

Exchanges

We replace items only if they are defective or damaged.

To exchange for the same item:

Order Cancellations

  • Orders are processed quickly for fast dispatch
  • If your order has already been processed or shipped, it cannot be cancelled
  • If cancelled before processing/shipping, a 10% cancellation fee applies to cover restocking and payment-processing costs
  • For urgent cancellation requests, please email contact@urbanculturehomes.com.au immediately

Change of Mind Policy

Under Australian Consumer Law, we are not required to provide a refund or exchange if you simply change your mind, choose the wrong colour, size, or model, or fail to read product details before purchasing.

However, we may offer a goodwill solution at our discretion.

Return Addresses

Sydney & nearby areas:
1/31 Birnie Avenue, Lidcombe NSW 2141, Australia

Melbourne & nearby areas:
2/94 Willandra Drive, Epping VIC 3076, Australia

Need Help?

📧 Email: contact@urbanculturehomes.com.au
🕒 Business Hours:
Monday – Friday: 9:00 AM – 5:30 PM
Saturday: By appointment only
Sunday & Public Holidays: Closed

Urban Culture Homes
Affordable Luxury for Everyday Living
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