Refund policy

Refund & Return Policy

Last updated: October 18, 2026

We want you to feel comfortable ordering from Urban Alcove. This policy explains how to request a return, who pays return shipping, and how refunds are handled.

Our voluntary return policy applies to customers in the United States, United Kingdom and Australia. It is provided in addition to your statutory consumer rights.

30-Day Voluntary Return Window

You may request a change-of-mind return within 30 calendar days after your product is delivered.

Tracking information will normally help establish the delivery date. If you believe that information is incorrect, please contact us.

For voluntary change-of-mind returns, the product should be:

Unused and in the same condition in which it was received.
Free from damage caused after delivery.
Returned with its original components, accessories and packaging when reasonably available.

These conditions do not override statutory cancellation rights or rights relating to faulty, damaged, incorrect or misdescribed goods.

We currently do not designate products as final sale or non-returnable. Products purchased during a sale or promotion remain eligible under this policy.

Requesting a Return

Email support@urbanalcove.com and include:

Your order number or other proof of purchase.
The product you wish to return.
Whether you are returning it because of a problem or a change of mind.
A description and photographs when photographs can reasonably show a product or delivery problem.

UK customers exercising their statutory cancellation rights do not need to give a reason.

Please contact us before sending a product back so we can provide the correct return address and instructions. Contacting us for instructions does not make a statutory cancellation dependent on our approval.

Depending on the circumstances, we may provide a return label or resolve an issue without requiring the product to be returned.

Return Locations

Return destinations are determined case by case, based on the product, fulfillment provider and circumstances of the return.

We will provide the appropriate address and instructions after you contact us. Please do not send a return to the original shipping address or our business correspondence address unless our instructions specifically direct you to do so.

Before purchasing return postage, confirm the destination and cost with your chosen carrier.

Return Shipping Costs

For change-of-mind returns—including ordering the wrong product, size or color—the customer is responsible for the direct cost of return shipping, unless we agree otherwise.

When a product is damaged upon arrival, defective, incorrect or materially different from its description, Urban Alcove will arrange or reimburse reasonable return-shipping costs where a return is required. Please contact us first so we can provide suitable instructions.

We recommend retaining proof of postage and using a trackable service for customer-paid returns. If a return cannot be located, we will review the available evidence. Statutory rights concerning proof of return remain unaffected.

Damaged, Defective or Incorrect Products

Please contact us as soon as reasonably possible if a product arrives damaged, is defective, is incorrect or differs materially from its description.

We may ask for information reasonably needed to assess the issue. Photographs are helpful where they can show the problem, but are not required where they cannot reasonably do so.

We will provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include a repair, replacement, refund or another legally required remedy.

Our 30-day voluntary return window does not impose a 30-day limit on statutory claims. Original packaging and unused condition are not requirements for exercising rights relating to a product fault.

Additional Rights for UK Customers

Cancelling an online purchase

For eligible online purchases, you generally have the right to cancel without giving a reason from the time you place your order until 14 calendar days after the day you receive the goods.

If an order consists of multiple goods delivered separately, the statutory cancellation period generally runs from receipt of the last item.

Tell us clearly by email or phone that you wish to cancel. You do not need to use a particular form.

After notifying us, you generally have a further 14 calendar days to send the goods back, unless we arrange collection or confirm that no return is needed.

You may handle goods as reasonably necessary to establish their nature, characteristics and functioning, as you would in a shop. Where legally permitted, a refund may be reduced for loss in value caused by handling beyond what is necessary.

You are responsible for the direct cost of a change-of-mind return, as disclosed in this policy. This does not apply to reasonable return costs we must bear for faulty, incorrect or misdescribed goods.

Our separate 30-day voluntary return policy remains available where its conditions are met.

UK cancellation refunds

We will refund an eligible statutory cancellation without undue delay and within the applicable legal deadline.

Where goods must be returned, we may withhold reimbursement until we receive the goods back or you supply evidence that you sent them back, whichever happens first. We will issue the refund no later than 14 calendar days after that event.

If no return is required, we will refund within 14 calendar days after being informed of your cancellation.

Any refundable standard outbound delivery charge will be included. Our standard outbound shipping is free, so there is normally no delivery charge to reimburse.

Faulty goods

UK customers also have statutory rights where goods are faulty, not as described or unfit for purpose. These include a short-term right to reject qualifying goods, generally within 30 days, and further repair, replacement or refund rights where applicable.

Where a statutory refund is due for rejected faulty goods, we will provide it without undue delay and within 14 calendar days after agreeing that you are entitled to the refund.

Additional Rights for Australian Customers

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

For a major failure, you are entitled to choose a refund or replacement. You may also be entitled to compensation for reasonably foreseeable loss or damage.

For a failure that is not major, we will provide an appropriate remedy within a reasonable time in accordance with the Australian Consumer Law.

Consumer guarantees may apply beyond our voluntary 30-day return window. Their duration depends on factors such as the product’s nature, price, representations and reasonably expected lifespan.

We will arrange or reimburse reasonable return costs where required by the Australian Consumer Law.

Refund Processing

For voluntary returns, once the returned product is received and inspected, we will notify you of the outcome.

Approved voluntary-return refunds will be issued to the original payment method within 10 business days after receipt and inspection. If we approve a refund without requiring a return, that period begins when the resolution is approved.

Applicable statutory refund deadlines take priority, including the UK deadlines described above.

Your bank or payment provider may require additional time to post the refund.

We will not deduct an outbound shipping charge where shipping was provided free.

Restocking Fees

Urban Alcove does not charge restocking fees.

Exchanges

We do not currently process direct exchanges for change-of-mind purchases.

If you would like a different product, size or color, request a return for the original product and place a new order for the preferred item.

This does not restrict your right to a replacement where applicable consumer law provides one. If your product is damaged, defective or incorrect, contact us before placing another order.

Order Cancellations and Changes

We will try to stop or amend fulfillment, but changes cannot be guaranteed once processing has begun.

If we cannot stop dispatch, we will explain the next steps. Processing or dispatch does not remove any applicable statutory cancellation rights.

Products That Become Unavailable

If a product becomes unavailable after you order and we cannot fulfill it, we will notify you and issue a full refund to your original payment method.

We will not substitute a materially different product without your approval.

Your Statutory Rights

Nothing in this policy excludes, restricts or replaces rights or remedies that cannot lawfully be excluded under applicable consumer law.

If a term in this policy conflicts with a mandatory legal right, that legal right takes priority.

Contact Urban Alcove

For return requests or refund questions:

Email: support@urbanalcove.com
Phone: +1 512-364-0201

We normally respond within 24 hours.

Business Information

Urban Alcove is operated by:
Andrew T. Lyons
5715 Sam Houston Circle
Austin, TX 78731
United States