RETURN AND REFUND POLICY
Last updated: August 2026
AtURMA, we want you to feel confident when ordering from us. If you've changed your mind, ordered the wrong size, or there's a problem with your order, this policy explains how returns, refunds, cancellations and faulty items are handled.
This policy applies to purchases made directly through theURMAonline store.
Nothing in this policy affects your statutory rights under applicable UK consumer law.
1. CHANGE-OF-MIND RETURNS
If you're a consumer purchasing online, you generally have the right to cancel an eligible order within14 days of receiving your goods, subject to certain legal exceptions.
The cancellation period generally begins on the day after you, or a person nominated by you, receives the goods.
If your order contains multiple items delivered separately, the cancellation period may begin after you receive the final item where applicable under UK consumer law.
Once you've notified us within the applicable cancellation period that you wish to cancel, you generally have a further14 days to return the goods.
You don't need to provide a reason for exercising a statutory cancellation right.
2. RETURN CONDITION
You're entitled to inspect an item in a similar way to how you reasonably could in a physical shop.
When returning an item, please ensure that it is:
· Unworn, other than what is reasonably necessary to inspect or try it on.
· Unwashed.
· Free from stains, marks, odours or other signs of use.
· Returned with its original tags attached where reasonably possible.
· Returned with its original packaging where reasonably possible.
· Not damaged through misuse, improper care or excessive handling.
Please take reasonable care of products while they're in your possession.
Where an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, and its value has been reduced as a result, we may be entitled to make an appropriate deduction from your refund in accordance with applicable law.
These conditions don't affect your statutory rights in relation to faulty, damaged, incorrect or non-conforming goods.
3. HOW TO REQUEST A RETURN
To request a return, contact:
Email:[hello@weareurma.com](mailto\:hello@weareurma.com)
Please provide:
· Your full name.
· Your order number.
· The item or items you'd like to return.
· The reason for your return, if you wish to provide one.
· Details of any fault, damage or incorrect item, where applicable.
· Photographs where relevant to a damaged, faulty or incorrect item.
We'll provide instructions explaining how and where to return your item.
Please don't send a return to an address unless it has been provided or confirmed byURMA.
4. FREE UK RETURN SHIPPING
We provide afree prepaid return shipping label for eligible returns from within the United Kingdom.
Once your return request has been accepted, we'll provide return instructions and, where applicable, a prepaid return label.
Please use the return method provided by us. If you choose to use another return service without our prior agreement, we may not be able to reimburse that cost.
Please retain your proof of postage and tracking information until your return and refund have been completed.
5. INTERNATIONAL RETURN SHIPPING
Free prepaid return labels aren't currently provided for change-of-mind returns from outside the United Kingdom unless we expressly state otherwise.
International customers are generally responsible for the direct cost of returning eligible change-of-mind items.
If an item is faulty, damaged, incorrect or not as described, contact us before returning it. We'll provide appropriate instructions and handle reasonable return costs where we're responsible for them in accordance with applicable law.
6. REFUNDS
Once we've received your return, we'll inspect it and process the return as appropriate.
We'll notify you once your return has been processed.
Where you've exercised a statutory cancellation right, we'll issue any refund due within the timeframe required by applicable UK consumer law.
This is generally no later than14 days after we receive the returned goods or, where applicable, after you provide evidence that you've sent them back, whichever occurs first, subject to applicable rules.
Refunds will normally be made to theoriginal payment methodused when placing your order unless otherwise agreed or required by law.
Your bank, card issuer or payment provider may require additional time to credit the refund after we've processed it.
7. ORIGINAL DELIVERY COSTS
Where you're exercising your statutory right to cancel an entire eligible order, we'll refund the original standard delivery charge where required by law.
If you selected a more expensive delivery option, such as express or premium delivery, we aren't generally required to refund the additional amount above the cost of our least expensive standard delivery option.
Different rules may apply where only part of an order is returned.
8. EXCHANGES
We don't currently offer direct exchanges.
If you'd like a different size, colour or product, please return the original eligible item and place a new order.
Placing a new order separately can help prevent your preferred item from selling out while your return is being processed.
9. FAULTY PRODUCTS
Your rights regarding faulty products are separate from our change-of-mind returns process.
Under theConsumer Rights Act 2015, goods supplied to UK consumers must meet applicable legal requirements, including being of satisfactory quality, fit for purpose where relevant, and as described.
If you believe you've received a faulty product, contact:
[hello@weareurma.com](mailto\:hello@weareurma.com)
Please provide your order number, the affected product, a description of the problem, and photographs or video where reasonably possible.
We'll assess the issue and provide an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include arepair, replacement, price reduction or refund.
10. DAMAGED OR INCORRECT ITEMS
If your order arrives damaged or we've sent you an incorrect item, contact us as soon as reasonably possible.
Please include your order number, a description of the issue, and photographs of the item and packaging where relevant.
Please retain the item and packaging while we investigate.
We'll provide appropriate instructions and you won't be expected to bear reasonable return costs where we're responsible for the error.
11. ITEMS EXCLUDED FROM CHANGE-OF-MIND RETURNS
Certain goods may be excluded from statutory cancellation rights where permitted by law. These can include:
· Products made to your specifications or clearly personalised.
· Sealed goods that aren't suitable for return for health protection or hygiene reasons once unsealed.
· Other goods specifically excluded under applicable consumer legislation.
Any applicable product-specific restrictions will be communicated where appropriate.
These exclusions don't remove your statutory rights where an item is faulty, damaged, incorrect, not as described or otherwise doesn't conform to your contract.
12. SALE AND DISCOUNTED ITEMS
Purchasing an item at a reduced price doesn't automatically remove your statutory consumer rights.
Eligible sale and promotional products may therefore still be returned in accordance with this policy and applicable law.
13. ORDER CANCELLATIONS
If you need to cancel or change an order before dispatch, contact us immediately.
We'll do our best to accommodate your request, but orders can move into processing quickly and we can't guarantee that we'll be able to modify or stop an order before dispatch.
This doesn't affect any statutory cancellation rights you may have.
14. PRE-ORDERS
Unless otherwise stated or a legal exception applies, eligible pre-order products are subject to the same applicable cancellation and return rights as other online purchases.
If you'd like to cancel a pre-order before dispatch, contact us.
15. INTERNATIONAL RETURNS
Customers outside the United Kingdom should contact us before returning an item.
When completing customs documentation, please identify the parcel asreturned goodswhere appropriate.
Customers outside the UK may have additional consumer rights under the laws applicable in their country or region. Nothing in this policy is intended to remove rights that cannot legally be excluded.
16. YOUR STATUTORY RIGHTS
This policy doesn't replace or restrict rights you may have under applicable consumer protection law.
UK customers may have rights under legislation including theConsumer Rights Act 2015andConsumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Nothing in this policy excludes or limits those rights where doing so would be unlawful.
CONTACT US
URMA
Email:[hello@weareurma.com](mailto\:hello@weareurma.com)
We aim to respond within24–48 business hours, Monday to Friday.