Refund policy

Returns & Refunds

We want you to be happy with what you ordered. If you're not, here's exactly where you stand — including the rights you have by law, which we can't and won't try to reduce.

If your item is faulty, damaged or not what you ordered

You have 30 days from delivery to reject it for a full refund. Email us with your order number and a photo, and we'll arrange a free return — you won't pay postage.

After 30 days, we'll repair or replace it free of charge. If a repair or replacement isn't possible, or doesn't fix the problem, you can ask for a refund or a reduction in price.

Your rights under the Consumer Rights Act 2015 last up to 6 years from delivery (5 years in Scotland). Any manufacturer warranty is in addition to these rights, not a replacement for them.

If you've changed your mind

You have 14 days from delivery to tell us you want to cancel, and a further 14 days to send the item back.

  • The item needs to be unused and in its original packaging.
  • Return postage for a change of mind is your responsibility.
  • We'll refund the price you paid for the item plus our standard delivery charge, within 14 days of receiving it back.

Refunds go to your original payment method. Depending on your bank, it can take a further 5–10 working days to appear on your statement.

Items we can't accept back for a change of mind

  • Earphones and in-ear headphones once the hygiene seal has been broken
  • Items that have been personalised or made to your specification
  • Software, digital content or memory cards once the seal is broken

None of these exclusions apply if the item is faulty — your rights above still stand.

How to start a return

Email urbanvoltapp@gmail.com with your order number, which item you're returning, and a photo if it arrived damaged or faulty. We reply within one working day. Please wait for our reply before posting anything back so we can log your return and give you the right address.

Returns address

URBAN VOLT
87 Northbrook Road
Ilford
IG1 3BL
United Kingdom

Cancelling before your order arrives

If your order hasn't shipped yet, email us and we'll cancel it and refund you in full. If it's already on its way, you can still cancel — just refuse delivery or return it under the change-of-mind terms above.

If something goes wrong

Contact us first and we'll do our best to sort it. If you're not satisfied with how we've handled things, you can escalate to your local Trading Standards service via the Citizens Advice consumer helpline on 0808 223 1133.

Nothing in this policy affects your statutory rights.