Returns & Refunds

We want you to be thrilled with every item you receive, but we understand that there are occasions you may want to return an item.

Online and Telephone Returns (Non Bespoke items)
    • If you’d like to return unwanted items ordered online or over the phone please email stating your order number and the list of items you wish to return.
    • You are responsible for covering the cost of returning items to us. We are happy to arrange a collection for unwanted items. To organise this, please state this in your email.
    • Any collection charge is done at cost.
    • Please take care to keep all packaging until you are happy with the product as we can only accept returns that are in a resalable condition.
    • For health and safety reasons items such as mattresses or bedding cannot be returned unless you believe the item is faulty and a replacement is required.
    • Restocking charges will apply. Please contact the store where purchased from.


Faulty Items
If you believe your item is faulty, please contact your nearest Urbansuite showroom or email They will be able to advise you on the next steps and will help to organise a return or a replacement.
Please DO NOT attempt to assemble or fix an item yourself or via a third party as this will affect your entitlement to a refund or good-will gesture. We also ask that you do not return a faulty item without contacting our customer services team first.
Returning Bespoke Items
If you no longer want the bespoke item, we reserve the right to:
  •  Reject the refund request due to the product been made especially for you and cannot be re-sold as new.
  • Charge a restocking fee up to 50% of the original order value + any collection charges should you wish Urbansuite to collect the goods.

For a list of items that are classed as ‘bespoke’ please see our full terms and conditions here.

If you wish to return you bespoke order, you must state this in writing to within 72 hours of order confirmation or 3 working days after delivery.
Any returned items will be inspected to ensure they are in a re-saleable condition; otherwise Urbansuite may exercise the right not to issue a refund.

If you have ordered a bespoke design in your own fabric we are unable to accept any cancellation, return or refund of the item.
Please ensure you measure your space correctly before placing your order. Be sure to consider staircases, doorways and any tight spaces as your furniture may need to be manoeuvred through these spaces.

Returning Ex-display/Clearance Items
All items purchased in our ex-display/clearance section are sold as seen with any marks or damaged described before purchase and cannot be returned for a refund or exchange.


Please note that all lighting is fully tested and we ensure that it is completely safe and working before it enters the store.

Depending on the goods we may offer to exchange the goods for an alternative item. For further details please contact your nearest Urbansuite showroom.

For security reasons refunds can only be charged back through the original method of payment


If you have any particular feedback regarding our returns policy, please feel free to contact us.
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