Returns & Refunds Policy

Last updated: 13/01/2026

Urban Parcel Australia wants you to feel confident when shopping with us. This policy explains your rights under Australian Consumer Law (ACL) and how we handle returns and refunds, including items shipped directly from our suppliers.

Your Rights Under Australian Consumer Law

Under the ACL, customers are entitled to a remedy if a product:

  • Is faulty

  • Is not of acceptable quality

  • Does not match the description

  • Is not fit for its intended purpose

Depending on the issue, you may be entitled to a repair, replacement, or refund. Urban Parcel Australia fully complies with these requirements.

Change of Mind Returns or Exchanges

We do not offer change-of-mind returns or exchanges. This includes returns due to personal preference, ordering the wrong item or no longer needing the product. This does not affect your rights under Australian Consumer Law for faulty, damaged, or incorrectly supplied items.

Incorrect, Faulty or Damaged Items

Please contact us within 7 days of delivery at info@urbanparcelaustralia.com.au if your item arrives:

  • Damaged
  • faulty
  • not as described
  • or you received the wrong item

Include:

  • your order number
  • photos or videos of the issue
  • a brief description of the problem

Urban Parcel Australia will assess the issue and provide the appropriate remedy.

Refund Processing Times

If a refund is approved:

  • Refunds are issued to the original payment method
  • Processing times may vary depending on your bank or payment provider
  • You will receive an email confirmation once your refund has been processed

Items That Cannot Be Returned

Due to safety, hygiene and supplier restrictions, the following items cannot be returned unless faulty:

  • Personal-use items
  • Opened consumables
  • Clearance or final-sale items
  • Items unable to be resold for hygiene reasons

How to Contact Us

If you have any questions about returns, refunds or product issues, please contact: info@urbanparcelaustralia.com.au

Urban Parcel Australia is here to help and will always respond promptly.