Last updated: 30 June 2026

This policy applies to merchandise purchased from the Urbanpods website, including branded clothing, accessories and promotional products.

It does not apply to the purchase, delivery or installation of an Urbanpod.

Delivery

Delivery locations

We currently deliver merchandise to the locations available during the website checkout process.

Please make sure your delivery address is complete and correct before placing your order. Urbanpods cannot be held responsible for delays caused by incorrect or incomplete delivery information supplied by the customer.

Delivery charges

Delivery charges will be displayed during checkout before you complete your purchase.

The delivery charge may depend on:

  • Your delivery address
  • The size and weight of your order
  • The delivery service selected
  • The number of products ordered

Delivery times

Estimated dispatch and delivery times will be displayed on the relevant product page or during checkout.

Delivery dates are estimates and cannot always be guaranteed. Orders may occasionally be delayed due to circumstances outside our reasonable control, including courier delays, severe weather, public holidays or high order volumes.

Once your order has been dispatched, you may receive a confi rmation email containing delivery or tracking information.

Delayed orders

Please allow the estimated delivery period to pass before contacting us about a delayed order.

When contacting us, please provide:

  • Your name
  • Your order number
  • The email address used to place the order
  • Your delivery address

We will check the order status and contact the delivery provider where appropriate.

Missing deliveries

If tracking information shows that an order has been delivered but you have not received it, please check:

  • Around the outside of your property
  • Any nominated safe place
  • With other members of your household
  • With your neighbours
  • Any delivery card or message left by the courier

Please contact us as soon as possible if you are still unable to locate the order.

Incorrect delivery information

Urbanpods is not responsible for an order being delayed or delivered incorrectly where the customer has supplied an incomplete or incorrect address.

Contact us immediately if you notice an error in your delivery details. We will try to update the address where possible, but we cannot guarantee that changes can be made once an order has been processed or dispatched.

Additional delivery charges may apply if an order needs to be sent again because incorrect delivery information was provided.

Cancelling an order

Contact us as soon as possible if you wish to cancel an order.

We may be able to cancel and refund an order if it has not yet been processed or dispatched.

Once an order has been dispatched, it will need to be returned in accordance with the returns process below.

Change-of-mind returns

You have the right to change your mind and cancel an eligible online merchandise order within 14 days of receiving it.

You must tell us that you wish to cancel within this 14-day period. You will then have a further 14 days to return the merchandise to us.

To request a return, contact:

Email: sales@urbanpods.co.uk

Telephone: 01506 854844

Please include your name, order number and the products you wish to return.

Condition of returned merchandise

You may inspect and try on clothing in the same way that you would reasonably do in a shop.

Returned merchandise should be:

  • Unworn, other than being tried on
  • Unwashed
  • Free from marks, stains, odours or damage
  • Returned with its original labels and tags where reasonably possible
  • Returned with any original packaging and accessories
  • Packaged securely to prevent damage during transit

We may reduce the refund where merchandise has been handled more than necessary to establish its nature, characteristics and fi t, resulting in a reduction in its value.

Please take care when trying on clothing. Returns may have a reduced refund if they contain makeup, fake tan, perfume, deodorant, pet hair or other marks.

This does not aff ect your rights where an item is faulty, damaged or incorrectly supplied.

Products that cannot be returned

Change-of-mind returns may not be accepted for:

  • Merchandise personalised or produced to your individual specifi cations
  • Sealed items that are not suitable for return for health or hygiene reasons once the seal has been broken
  • Items that have been altered at your request
  • Gift cards or vouchers, where applicable

These restrictions do not apply where the product is faulty, damaged, not as described or incorrectly supplied.

Return postage

Unless the merchandise is faulty, damaged or incorrectly supplied, you are responsible for the cost of returning it to Urbanpods.

We recommend using a tracked postal or courier service and keeping proof of postage until your refund has been completed.

Urbanpods is not responsible for returned merchandise that is lost or damaged before it reaches us.

Please do not send merchandise back until you have contacted us and received the correct returns instructions.

Return address

Approved returns should be sent to:

Urbanpods Ltd
Unit 19, Napier Square
Houstoun Industrial Estate
Livingston
EH54 5DG

Please include your order number and contact details inside the parcel so that we can identify and process your return.

Do not return merchandise in person without contacting us fi rst.

Exchanges

We do not guarantee direct exchanges for diff erent sizes, colours or products.

Where an exchange is unavailable, you should return the original product for a refund and place a new order for the replacement item.

This helps ensure that the required size or product is still available.

Refunds

Once we receive and inspect your return, we will contact you to confi rm whether the refund has been approved.

Approved refunds will be made to the original payment method.

Refunds will normally be processed within 14 days of:

  • Urbanpods receiving the returned merchandise; or
  • You providing evidence that the merchandise has been returned, whichever occurs first.

Your bank or payment provider may take additional time to show the refund in your account.

Original delivery charges

Where you cancel and return your full order within the statutory cancellation period, we will refund the basic standard delivery charge paid when placing the order.

If you selected a more expensive delivery option, such as express delivery, we are only required to refund the cost of our standard delivery option.

The original delivery charge will not normally be refunded where only part of an order is returned, unless the returned product was faulty, damaged or incorrectly supplied.

Faulty, damaged or incorrect merchandise

Please inspect your merchandise as soon as it arrives.

Contact us promptly if an item is:

  • Faulty
  • Damaged
  • Not as described
  • The wrong product
  • The wrong size or colour compared with your order
  • Missing from your delivery

Please provide:

  • Your name
  • Your order number
  • A description of the problem
  • Clear photographs of the product and packaging where relevant

Do not return a faulty or incorrect product before contacting us. We will provide return instructions and, where appropriate, arrange or reimburse reasonable return postage.

Depending on the circumstances, we may offer:

  • A replacement
  • A repair, where appropriate
  • A full or partial refund

Customers may have the right to reject faulty merchandise within 30 days of receiving it. Rights after this period may include a repair, replacement, price reduction or refund, depending on the circumstances.

Items damaged through use

We are not responsible for damage caused by:

  • Normal wear and tear
  • Accidental damage
  • Misuse
  • Failure to follow washing or care instructions
  • Incorrect washing, drying or ironing
  • Alterations made by the customer or another person
  • Damage caused after delivery

This does not affect your statutory rights where the merchandise was faulty when supplied.

Sale merchandise

Sale and discounted merchandise has the same legal protection as full-price merchandise.

A product will not be considered faulty simply because of a defect or imperfection that was clearly explained before the order was placed.

Returning a gift

Refunds can normally only be issued to the original payment method used to place the order.

A person returning a gift should provide the original order number or proof of purchase. We may need to contact the person who placed the order before processing the return.

Lost or damaged return parcels

You are responsible for merchandise until it reaches Urbanpods, unless we arranged the return directly.

Please package returns securely and use a tracked delivery service. Keep your proof of postage in case the return is lost or damaged during transit.

Your statutory rights

Nothing in this policy limits or removes your statutory consumer rights.

Merchandise must be of satisfactory quality, fit for purpose and as described. Your legal rights apply in addition to the return arrangements set out in this policy.

Contact us

For questions about merchandise deliveries, returns or refunds, please contact:

Urbanpods Ltd
Unit 19, Napier Square
Houstoun Industrial Estate
Livingston
EH54 5DG

Telephone: 01506 854844
Email: sales@urbanpods.co.uk
Website: www.urbanpods.co.uk

Please include your order number when contacting us about an existing purchase.

Changes to this policy

Urbanpods may update this Returns & Delivery Policy occasionally to refl ect changes to our merchandise, delivery services or legal responsibilities.

The latest version will be published on this page with the updated date shown at the top.