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

Your Rights Under Australian Consumer Law

Under 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 the 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

Urban Parcel Australia does not offer change-of-mind returns, as many of our products are shipped directly from our suppliers and cannot be returned through our fulfilment network.

This does not affect your rights under the Australian Consumer Law for faulty, damaged or incorrect 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 under Australian Consumer Law. 

Exchanges

Urban Parcel Australia does not offer exchanges. If your item is faulty or incorrect, we will provide the appropriate remedy under ACL, typically a refund or replacement.

Return Shipping Costs

For faulty, damaged or incorrect items only: Urban Parcel Australia will cover return shipping (or provide an alternative remedy that does not require returning the product).

For change-of-mind returns: Not applicable, as we do not accept change-of-mind returns.

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
  

Urban Parcel Australia will always honour ACL obligations for faulty products.

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.